eglobalis

JULY 25, 2024

Her success is largely due to the European market’s current focus on fundamental CX concepts like journey mapping, cultural transformation, technology, and strategy, areas in which she excels, complemented by her very engaging and likable personality. However, many European top executives still do not fully grasp this aspect.

Customer Experience 399

Customer Experience Innovation Customer Centricity Culture 399

eglobalis

OCTOBER 30, 2024

As organizations aim to boost productivity, engagement and overall satisfaction, AI technologies are becoming essential tools The Gist AI boosts productivity. As organizations aim to boost productivity, engagement and overall satisfaction, AI technologies are becoming essential tools. Faster hiring process.

Employee Experience 386

Employee Experience 2028 Telecommunications Customer Satisfaction 386

eglobalis

NOVEMBER 3, 2024

This process is particularly powerful in sectors with high trust requirements, such as technology and cybersecurity. Leverage Technology as an Enabler, not a Solution While technology is essential in today’s CX strategies, it should be viewed as an enabler that enhances—rather than replaces—human-centric interactions.

B2B 442

B2B Culture Innovation Loyalty 442

eglobalis

NOVEMBER 19, 2024

The companies that thrive today aren’t just adopting AI; they’re embedding it into their DNA to design groundbreaking technologies and solutions that deliver unmatched value to customers. How They’re Experimenting: Hitachi implements regional trials of its AI-driven supply chain technologies before scaling to global markets.

B2B 451

B2B Innovation Healthcare Culture 451

eglobalis

DECEMBER 4, 2024

Assertions that advancements in artificial intelligence (AI) and automation will replace human-led CX strategies overlook the complexity of customer relationships, the role of cultural nuances, and the limitations of technology in addressing human-centric needs across both B2B and B2C environments.

2030 320

2030 B2B Culture Government 320

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. Virtual and Augmented Reality (VR/AR) VR and AR technologies, used by platforms like Unity and ARKit, create immersive and interactive experiences for customers.

Customer Experience 328

Customer Experience Social Media 2024 B2B 328

eglobalis

NOVEMBER 26, 2024

Scaling Empathy Through Technology Technology can scale empathy by personalizing interactions and anticipating client needs across global operations. Technology Gaps: Without advanced tools like CRM and AI, scaling empathy becomes inefficient and inconsistent. As mentioned in a previous article.

B2B 406

B2B B2C Culture Workshop 406

eglobalis

NOVEMBER 5, 2024

Why I Admire Brian’s Work Throughout my career, I’ve been deeply involved at the intersection of technology, design, innovation and customer experience, guiding high-tech companies toward improvement and transformation.

Leadership 391

Leadership Innovation Books Social Media 391

InMoment XI

JUNE 28, 2022

Our latest addition, ReviewTrackers, empowers over 175,000+ business locations to better understand and manage their customer reviews across 100+ sites with their review management technology. InMoment and ReviewTrackers joining forces is great news for today’s brands! Read more here!

2022 74

2022 Feedback 2021 Technology 74

eglobalis

JUNE 27, 2024

Implementing Technology Solutions Investing in technology that enhances the customer experience is essential. However, merely implementing these technologies without practical actions and listening to your customers and following the company mission and goals will not turn your company into a winner.

Customer Experience 369

Customer Experience Customer Centricity Net Promoter Score Government 369

InMoment XI

JANUARY 9, 2024

The evolution of B2B customer experience has been influenced by various factors, including advancements in technology, changes in buyer behavior, and shifts in business practices. B2B CX continues to change as companies adapt to new technologies and expectations. How Has the B2B Customer Experience Evolved?

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

eglobalis

SEPTEMBER 16, 2024

Technologies such as automation, AI-driven insights, and omnichannel platforms are essential to optimize customer interactions across all touch-points. The change management effort involves aligning various departments, updating processes, and ensuring teams adopt new technologies effectively.

B2B 297

B2B Customer Experience Customer Centricity Omnichannel 297

InMoment XI

DECEMBER 6, 2021

Customer experience (CX) technology has taken what used to be a days-long process and condensed it to minutes. However, there are two areas the technology hasn’t mastered (yet): How to service itself How to tell a story with feedback. What is your plan to keep your team current on technology? Boy, how times have changed!

Feedback 370

Feedback Management Technology Government 370

InMoment XI

JANUARY 18, 2023

The XI Café Podcast was created so that CX program owners around the world could join the conversation and learn from global businesses and industry experts about the latest experience improvement innovations in technology and research services, industry and market expertise, and customer (CX) and employee (EX) engagement best practices.

Voice of Customer 370

Voice of Customer Consulting Innovation Technology 370

InMoment XI

DECEMBER 6, 2024

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. Technology and Tools It is important to choose a partner that uses advanced technology and tools that can also be customized to your specific needs.

Customer Experience 195

Customer Experience Reference 2024 Download 195

InMoment XI

OCTOBER 28, 2021

I often talk about customer experience lying at the intersection of communications, operations, technology, and employees. The org is also supported by IT and the technology platforms—such as apps and websites—that customers can use, as well as the internal systems that enable employees to deliver a great experience.

Airlines 370

Airlines Government Webinar ROI 370

eglobalis

OCTOBER 1, 2024

Similarly, IT can work closely with Operations to ensure that the necessary technological infrastructure supports both departments’ needs. Additionally, setting joint targets for departments like IT and Operations to reduce system downtime can ensure that technological and operational efficiencies are prioritized collaboratively.

2020 337

2020 Customer Journey Mapping Culture Innovation 337

InMoment XI

DECEMBER 14, 2022

In the first episode of the XI Café Podcast we’re talking to legalsuper ’s CX Insights and Service Design Lead, Eslam Afifi.

Tourism 370

Tourism Government Financial Innovation 370

InMoment XI

APRIL 11, 2022

When customers have an inquiry, you need to find ways for customers to self-serve or use technology to reduce the number of enquiries that need to involve your care team. Tip #3: Upgrade Your Technology. We saw in these times of crisis that much of customer care is related to the digital journey.

E Commerce 370

E Commerce Roadmap Customer Care 2021 370

InMoment XI

DECEMBER 1, 2022

Our goal is to empower you with the data, technology, and human expertise necessary to identify the moments that matter, understand what’s working (and what might need improvement), take informed action to solve business problems, and ultimately provide a truly differentiated experience for your business. What Is Experience Improvement (XI)?

Automotive 370

Automotive Return on Investment ROI Reference 370

InMoment XI

AUGUST 3, 2023

However, through the application of advanced technologies like Natural Language Processing (NLP), voice analytics, and predictive customer analytics , companies can now unlock the hidden potential of unstructured data, gaining deeper customer insights and improving decision-making processes.

Customer Insights 366

Customer Insights Insights White Paper Social Media 366

eglobalis

DECEMBER 11, 2024

Drawing insights from reliable sources, including past articles on eGlobalis.com, this article delves into the benefits of experimentation for CX programs , covering multiple areas such as omnichannel services, technology, cultural adaptation and design.

Insights 213

Insights Customer Journey Mapping Omnichannel Effort Score 213

Experience Investigators by 360Connext

DECEMBER 14, 2021

Leverage available technologies to serve the customer in meaningful ways. Look for the touchpoints along the customer’s journey that could better serve customers with these technologies. Customers want to be seen and recognized for who they are and where they are on the journey.

2022 372

2022 Customer Experience Airlines Customer Journey Mapping 372

InMoment XI

MAY 10, 2022

The catch, though, is that technology and data alone can’t actually address any of the factors I laid out in the preceding paragraph. When you boost your experience program with human expertise, you’ll have armed yourself with countless best technology practices. Reason #1: Best Practices.

Consulting 370

Consulting Document Technology Insights 370

InMoment XI

AUGUST 17, 2023

Improve Your Net Promoter Score If you are unsure whether your existing CX technology vendor can help you achieve these goals, we would be happy to talk to you about how we can assist you. Take The Lead!

Net Promoter Score 370

Net Promoter Score NPS Customer Satisfaction 2023 370

BlueOcean

JANUARY 30, 2024

On-going technology costs are also generally included. In fact, we often see companies choosing to outsource when the need arises to invest in a new technology platform. In a contact center outsourcing model, your partner is shouldering the risks of managing both human and technology resources.

Contact Center 296

Contact Center Insights Call Center Customer Care 296

eglobalis

JULY 2, 2024

By embracing a diverse array of metrics and leveraging cutting-edge technologies such as artificial intelligence (AI) and machine learning (ML), businesses can obtain a more comprehensive and nuanced understanding of customer sentiment and other important facts.

NPS 373

NPS Feedback Net Promoter Score B2C 373

InMoment XI

NOVEMBER 20, 2023

As e-commerce becomes increasingly global and competitive, business leaders understand that technology can be a valuable tool in reconnecting with consumers. As we delve into the realm of AI in Customer Experience (CX), we will explore how this technology is reshaping the customer-business relationship. What is AI in CX?

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

InMoment XI

AUGUST 16, 2024

A digital adoption strategy is a structured plan designed to ensure that new technologies, software, or digital processes are effectively implemented and fully utilized within an organization. This includes helping employees, stakeholders, or customers learn and integrate the technology into their daily workflows.

2024 195

2024 Omnichannel Customer Journey Mapping Technology 195

InMoment XI

JANUARY 25, 2024

The Magic Quadrant evaluates technology providers in a specific market based on their ability to execute and their completeness of vision. A Magic Quadrant provides a graphical competitive positioning of four types of technology providers, in markets where growth is high and provider differentiation is distinct. “A

Reference 195

Reference Roadmap Innovation Technology 195