eglobalis

FEBRUARY 3, 2025

Introduction In todays digital age, the relationship between technology and customer experience (CX) has become almost inseparable. As artificial intelligence (AI) continues to evolve , it is fundamentally reshaping how businesses interact with their customers, offering personalized, efficient, and predictive solutions.

B2B 391

B2B Customer Experience 2014 2015 391

eglobalis

MARCH 30, 2025

[link] Introduction: Todays businesses face a pivotal question: can emerging technologies like AI and real-time data platforms reduce or even replace the need for traditional customer surveys in managing customer experience (CX)? Companies usually collect feedback weeks or months after an interaction. Hardware maker HP, Inc.

Banking 326

Banking NPS B2B Social Media 326

eglobalis

JANUARY 20, 2025

The stakes in B2B are high, often involving multi-year contracts, renewals, intricate supply chains if not technology or cloud-based solutions, and significant recurring financial investment. This article explores ten key drivers of B2B loyalty , offering actionable insights supported by real-world examples.

B2B 427

B2B Loyalty Workshop Loyalty Programs 427

TechSee

OCTOBER 22, 2024

A key challenge lies in successfully integrating new technologies and ensuring tech adoption by service technicians. TechSee’s approach to optimizing service tech adoption is to focus on the people, processes, and technology involved. One of the key challenges in integrating new technology is overcoming resistance to change.

Technology 109

Technology Download Customer Satisfaction Culture 109

InMoment XI

AUGUST 3, 2023

While traditional customer feedback is a goldmine of insights that can drive business growth, a substantial portion of this valuable feedback lies in unstructured data. Leveraging unstructured data analytics is the key to transforming this raw data into actionable insights that can transform your customer experience strategy.

Customer Insights 366

Customer Insights Insights White Paper Social Media 366

InMoment XI

DECEMBER 9, 2024

Successful AI integration combines AI with Human Intelligence (HI) to ensure ethical, relevant, and brand-aligned interactions. Packed with useful insights, its your roadmap to a smarter, balanced, and customer-centric approach to AI. Heres how: Sustainable Interactions: Conscious design minimizes environmental impact and builds trust.

2024 195

2024 2025 Download Roadmap 195

InMoment XI

NOVEMBER 18, 2024

Customer behavior analysis is the process of studying and interpreting how customers interact with a business at each stage of the customer journey. Better Product Development Customer behavior insights can allow your company to make data-driven decisions about product offerings. What Is Customer Behavior Analysis?

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

BlueOcean

MARCH 3, 2025

The only interaction so far is the RFP. Whether its through call center technology or customer journey mapping , they are aiming to wow the customer and build a seamless experience. Successful Procurement Planning in the Contact Center Peters insight is highly valuable for any sector, but especially in the contact center industry.

Insights 156

Insights Contact Center Culture Customer Journey Mapping 156

InMoment XI

DECEMBER 18, 2024

They provide a central platform for handling customer interactions across various channels. It leverages technology like automatic call distribution (ACD) and real-time transcription to reduce the manual workload for agents. These insights ensure agents dont miss out on valuable information they can use to satisfy and retain clients.

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

eglobalis

JULY 31, 2024

Marketing technology (MarTech) is pivotal in enhancing CX by integrating data, automating processes, and enabling personalized interactions sometimes in real-time. These platforms provide deep insights into customer feedback and behaviour, enabling businesses to make data-driven decisions to improve CX.

Customer Experience 434

Customer Experience Social Media 2024 B2B 434

InMoment XI

OCTOBER 23, 2024

Customer experience in banking refers to the thoughts, opinions, and feelings customers have about every interaction with your financial institution. From visiting your physical branch to paying an electricity bill through your app, each interaction with a touchpoint contributes to a customer’s perception of your business.

Banking 195

Banking Customer Experience Financial Touchpoint 195

eglobalis

JUNE 27, 2024

A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Customer Experience 460

Customer Experience Customer Centricity Net Promoter Score Government 460

eglobalis

APRIL 6, 2025

This three-part analytical series aims to dissect and explain the most critical dimensions of value creation in technology, telecom, contact centers, and high-tech manufacturing. Firms that make interactions effortlessfrom onboarding to supportcan significantly boost customer retention. BearingPoint (Insights), 2020.

Contact Center 275

Contact Center B2B Competitive Advantage 2023 275

InMoment XI

DECEMBER 17, 2024

As your company begins to scale customer experience operations, it is possible for silos that cause different departments to use separate technologies and focus on different metrics, which fragments your understanding of the customer experience. Supercharge Post-Service Customer Interactions 85% of your data is unstructured.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

eglobalis

OCTOBER 14, 2024

Through AI-driven simulations and real-time feedback, professionals can practice customer interactions, test strategies, and improve their problem-solving abilities, similar to simulations with real cases. However, while these case studies can provide useful insights, they are often too narrow in focus. Why is it not happening yet?

Customer Experience 454

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 454

InMoment XI

NOVEMBER 26, 2024

This often stems from poor internal communication, outdated technology, or inefficient processes. Customer journey maps may also be called customer interaction maps, customer corridors, or service blueprints. Did you know that 77% of organizations cannot consistently create a consistent customer experience across channels?

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

InMoment XI

JANUARY 27, 2025

At times, even the insights that surfaced from customer-agent interactions can feel burdensomean endless inbox of problems to solve. With real-time access to this data, marketing and operations teams can act immediatelysending targeted offers, automating follow-up emails, or launching personalized ads based on these insights.

Call Center 195

Call Center Contact Center Social Media Apparel 195

eglobalis

JULY 2, 2024

It’s essential to move beyond singular transactional satisfaction and focus on consistent, longitudinal insights to truly understand customer behaviour and preferences. Customer Satisfaction (CSAT) : Evaluates satisfaction with specific interactions or transactions. In CX, the same applies to CSAT, CES, and whatever.

NPS 461

NPS Feedback Net Promoter Score B2C 461

eglobalis

JULY 25, 2024

In the USA, customer expectations drive companies to innovate continuously, whereas in Europe, the traditional focus on operational efficiency and product excellence can overshadow the need for exceptional customer interactions. Speed of Adoption The speed at which new CX technologies and practices are adopted is another critical factor.

Customer Experience 494

Customer Experience Innovation Customer Centricity Culture 494

eglobalis

SEPTEMBER 5, 2024

In a world where every interaction counts, successful companies aren’t merely focused on closing deals—they’re laser-focused on keeping customers happy, loyal, and engaged. This integrated approach leads to clearer insights and stronger outcomes.

Metrics 429

Metrics Customer Success 2024 2023 429

InMoment XI

MARCH 21, 2025

CI leverages artificial intelligence (AI), machine learning (ML), and natural language processing (NLP) to analyze customers interactions with your brand. It provides real-time insights on everything from their pain points to their purchasing triggers, helping you improve experiences and increase sales.

Insights 195

Insights Sales Interaction Metrics 195

eglobalis

MARCH 4, 2025

According to Forrester, conversational AI especially with new generative AI has emerged as one of the top technologies delivering relative fast ROI, with the biggest impacts in e-commerce, sales, and customer service and experience. In practice, the most effective customer experiences blend cutting-edge AI with timely human support.

Contact Center 199

Contact Center Virtual Agent Healthcare E-support 199

InMoment XI

DECEMBER 6, 2024

These providers manage interactions across various channels, including customer support, social media, live chat, email, and technical support. Access to Expertise and Technology : Customer experience outsourcing partners bring specialized knowledge, cutting-edge tools, and best practices that might not be available in-house.

Customer Experience 195

Customer Experience Reference 2024 Download 195

TechSee

NOVEMBER 27, 2024

By focusing on efficient service interactions, nurturing a customer-centric culture, and leveraging technology, we’ll outline how enterprises not only create a seamless and delightful customer experience but also drive business growth. Technology’s Role in Enhancing Service Interactions 8.

2025 124

2025 Customer Experience Customer Centricity Net Promoter Score 124

eglobalis

MARCH 13, 2025

Unlike transactional B2C interactions, B2B relationships are built on long-term trust and consistent value delivery, meaning CX directly impacts customer retention, loyalty, and revenue. These data silos make it hard to get a unified view of the customer, resulting in inconsistent or disjointed interactions.

Leadership 238

Leadership B2B B2C Net Promoter Score 238

InMoment XI

OCTOBER 31, 2024

Call center metrics provide insight into the customer experience and quantify agent productivity. Whether you are curious about other programs/ROIs, want to gain a better understanding of options in the market, or are insight-obsessed like us, you can gain unlimited access to all of our valuable calculators by simply entering your email.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

CSM Magazine

NOVEMBER 26, 2024

As expectations rise, companies are increasingly turning to advanced platforms like MarketOwl to harness AI for customer engagement and deliver seamless, personalized interactions across various channels. Personalization and Customized Content AI’s ability to deliver tailored experiences has revolutionized how brands interact with customers.

Interaction 52

Interaction Engagement E Commerce E-support 52

InMoment XI

FEBRUARY 3, 2025

Conversational intelligence (CI) is making a big difference for countless growing and large businesses, helping them understand customer interactions at scale with a level of precision that seemed impossible just a few years ago. CI technology enables real-time insights into customers not just as a whole but also divided into locations.

Social Media 195

Social Media Events Call Center Multi-Channel 195

eglobalis

SEPTEMBER 16, 2024

Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints. This article delves into how to define and execute a B2B CX strategy, offering practical insights on how to implement it at both local and global levels.

B2B 382

B2B Customer Experience Customer Centricity Omnichannel 382

InMoment XI

JULY 11, 2024

Speech analytics is the process of analyzing recorded calls to gather customer information to improve communication and future interaction. It uses advanced technology to transcribe and analyze audio recordings. Speech analytics combines several advanced technologies to analyze spoken language. How Does Speech Analytics Work?

Insights 195

Insights E Commerce Contact Center E-support 195

InMoment XI

DECEMBER 3, 2024

Enlighten: Key skills include CX data collection, analysis, and visualization to ensure actionable insights across the organization. Respond: Key skills include effective response and strategic decision-making to deliver CX improvements based on insights. The Impact of AI AI is transforming the way businesses interact with customers.

Customer Experience 195

Customer Experience Competitive Advantage Customer Centricity 2024 195

InMoment XI

JULY 24, 2024

This blog post explores what CX services are and why more and more companies are turning to expert CX consulting services to enhance their interactions with customers and drive loyalty. Customer experience services encompass a range of solutions designed to help businesses manage and enhance their interactions with customers.

Technology 195

Technology Customer Experience Workshop ROI 195

eglobalis

SEPTEMBER 11, 2024

Employees are the front-line of any company’s interaction with its customers, making their role in delivering a superior and innovative customer experience (CX) absolutely critical. Effective leaders also provide the resources and support necessary for innovation, such as time, funding, and access to technology.

Innovation 451

Innovation E-support Culture Customer Centricity 451

InMoment XI

NOVEMBER 14, 2024

From brand mentions to product discussions, you gain insight into customer sentiment to help make informed decisions. This classification of public opinion gives you insight into your brand reputation. From long threads on X (formerly Twitter) to an Instagram influencer’s comments, online interactions are multi-platform.

Social Media 195

Social Media Multi-Channel Metrics 2024 195

eglobalis

JANUARY 28, 2025

Over the past 1516 years, many top enterprise technology thought leaders, Ceos executives, and practitioners have been guests of Paul and Brents CRM Playaz programan incredible achievement in itself. Technology’s Role in CX: Leveraging CRM tools, AI, and data analytics to enhance engagement.

Books 195

Books Customer Centricity Events 2019 195

Interactions

NOVEMBER 22, 2024

As enterprises seek new ways to automate processes, enhance customer interactions, and optimize employee productivity, conversational AI solutions have become essential to achieving these goals. That’s why we combine the power of AI with human-in-the-loop support to ensure every interaction is accurate, natural, and engaging.

Interaction 62

Interaction Document Download 2024 62

BlueOcean

APRIL 7, 2025

AI and customer care are growing deeply intertwined, with intelligent tech delivering powerful insights for hyper-personalized experiences. Consumers still overwhelmingly prefer human interactions, despite feeling increasingly comfortable with AI interactions, so technology shouldnt replace live agent support.

Contact Center 156

Contact Center Measurement Customer Care Metrics 156