eglobalis

OCTOBER 14, 2024

This article will analyse whether the traditional pillars of CX education remain relevant, explore new learning methods, and explain why personalized, tool-driven learning is the future of CX education. Learners gain foundational knowledge but are often left without practical tools to apply that knowledge in their unique contexts.

Customer Experience 479

Customer Experience Customer Journeys Case Study Innovation 479

eglobalis

JANUARY 20, 2025

Delivering tools, features, and functionalities that not only address customer needs but also foster the most critical factor for success in today’s SaaS and cloud solutions: adoption. To achieve reliability, companies can invest in predictive analytics and supply chain visibility tools.

B2B 449

B2B Loyalty Loyalty Programs Innovation 449

eglobalis

NOVEMBER 12, 2024

Leveraging AI to Enhance Customer-Centric Delivery Artificial Intelligence (AI) can significantly enhance a customer-centric project delivery model by providing tools and insights that facilitate better alignment with client needs. Use predictive analytics and regular risk assessments to identify potential project bottlenecks early.

Customer Centricity 524

Customer Centricity Strategy B2B Consulting 524

ECXO

NOVEMBER 25, 2024

Below is a deeper, more analytical take on the original framework, enhanced with actionable strategies and insights. Analytical Challenge: Strategic alignment is particularly difficult with high-value customers, whose influence can skew priorities. Low impact, high feasibility: Reassess against opportunity costs.

Feedback 391

Feedback ROI Roadmap Analytics 391

Calabrio

FEBRUARY 20, 2025

Analytics Maximizing Chatbot Effectiveness: The Power of Analytics and Self-Service Share As businesses continue to adopt AI-driven chatbots for customer interactions, the challenge shifts from simply having a chatbot to ensuring it delivers real value. Read more on how analytics improve AI bot performance.

Self Service 162

Self Service Chatbots Analytics Contact Center 162

eglobalis

MARCH 30, 2025

This article examines in detail how businesses in both B2B and B2C contexts are leveraging AI, sentiment analysis, voice-of-customer (VoC) platforms, predictive analytics, and streaming data to capture customer insights in the moment. These tools provide a simple numerical snapshot, but their simplicity is also their Achilles heel.

Survey 357

Survey Banking NPS Effort Score 357

eglobalis

MAY 13, 2025

The rise of advanced analytics and AI is presenting an alternative: rather than asking customers for feedback at every turn, leading firms are beginning to know what customers think by analysing behaviours, conversations, and data signals in real time.

B2B 292

B2B Survey Multi-Channel Effort Score 292

eglobalis

NOVEMBER 3, 2024

While these established tools offer foundational guidance and structure, they may fall short in capturing the unique essence, “personality,” and competitive edge of individual companies. When employees have both the tools and the freedom to make meaningful contributions, they’re more invested in the outcomes.

B2B 523

B2B Culture Innovation Loyalty 523

eglobalis

FEBRUARY 13, 2025

Using predictive analytics and AI, businesses can anticipate and address client concerns before they escalate. Leveraging AI, predictive analytics and client behavior insights allows businesses to address issues before they occur. How to execute: Use predictive tools to analyze usage patterns and potential risks.

Analytics 320

Analytics Measurement Metrics Feedback 320

Calabrio

MARCH 5, 2025

Analytics Customer Experience (CX) Analytics: A Complete Guide for 2025 Share Today, the experiences businesses offer their customers before, during, and after purchase are every bit as important as the products and services they sell. Dig into this guide on CX analytics and learn how you too can unearth game-changing CX insights.

Analytics 130

Analytics Customer Experience Contact Center Effort Score 130

eglobalis

JANUARY 7, 2025

Tools : Empathy maps and journey mapping to visualize customer experiences and uncover pain points in their processes. Techniques : Analyzing data from the empathy phase, identifying root causes using tools like the 5 Whys, and mapping out dependencies that impact the problem space.

B2B 323

B2B Company Customer Journeys Innovation 323

Retently

JANUARY 13, 2025

In this article, were spotlighting the top 5 tools for measuring CES. So, if youre ready to transform your customer journey from frustrating to frictionless, lets dive into the CES tools that can make it happen. Next, lets dive into the tools that can help you measure and act on this critical metric! What Makes a Great CES Tool?

Measurement 122

Measurement Tools Effort Score Multi-Channel 122

InMoment XI

MARCH 14, 2025

Performance tracking is a powerful tool that helps you improve both ends of the call. Enhancing Agent Productivity Call center analytics give you a clearer picture of how well your agents are performing in terms of productivity and customer satisfaction. What Tool Is Best for Analyzing Call Performance? The result?

Call Center 195

Call Center Metrics Tools First Call Resolution 195

Calabrio

FEBRUARY 28, 2025

Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. What is voice analytics? What is voice analytics? It delves deeper into the emotional and contextual layers of speech.

Contact Center 130

Contact Center Analytics Self Service Analysis 130

eglobalis

OCTOBER 21, 2024

This article explores the pros and cons of responding to negative posts, evaluates the effectiveness of following best practices from leading organizations such as BCG, McKinsey, and Accenture, and provides an analytical framework for deciding when engagement is worth the time and resources.

Social Media 520

Social Media Feedback Engagement Company 520

CX Journey

MAY 14, 2025

Challenge : Anticipating future needs requires not just listening to employees and customers but also leveraging predictive analytics and proactive strategies to stay ahead – turning insight into foresight. Companies must adopt a data-driven approach to customer experience, using advanced analytics to measure and optimize performance.

Leadership 250

Leadership Customer Journeys Customer Centricity Culture 250

Calabrio

MARCH 25, 2025

Customer Experience Voice of the Customer Tools: 10 of the Best VoC Software Options in 2025 Share Speak to anyone in customer experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated. Table of Contents What is the Voice of the Customer (VoC)?

Software 130

Software Customer Journeys Tools Contact Center 130

InMoment XI

NOVEMBER 21, 2024

Importance of Customer Analytics Customer analytics provides a blueprint for delivering exceptional customer service. Here are a few reasons why it’s a powerful tool for brands: It helps improve customer satisfaction. These tools help capture customer intent and sentiment from unstructured feedback for improved service.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

InMoment XI

DECEMBER 18, 2024

For example, a call transcription tool prevents the need to listen to lengthy recordings and provides quick insight into customer experiences. Tools like real-time call transcriptions provide agents with the information they need for quick and effective issue resolution. It increases sales and conversions.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

eglobalis

DECEMBER 11, 2024

By testing different technological solutions like chatbots, AI-driven customer service , and personalized recommendation engines companies can identify the most effective tools to enhance customer interactions and streamline processes. Advanced analytical skills and tools are crucial for reliable data interpretation.

Customer Journeys 389

Customer Journeys Effort Score Omni-Channel Social Media 389

ECXO

NOVEMBER 26, 2024

Leverage Technology, Automation, and Data-Driven Insights to Enhance Customer Service Incorporate technology and automation tools to streamline customer service processes. Chatbots, CRM systems, and AI-powered analytics can handle routine tasks, freeing up your team to focus on more complex issues.

Self Service 334

Self Service Culture Training Analytics 334

InMoment XI

NOVEMBER 18, 2024

Here are some key methods for analyzing customer behavior: Quantitative research Quantitative data analysis Predictive analytics Customer journey mapping Cohort analysis Qualitative Research Qualitative research and analysis involve asking open-ended questions to encourage customers to share their thoughts in their own words.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

InMoment XI

MAY 14, 2025

This is where leveraging tools like conversational analytics, speech-to-text feedback from contact centres, and digital feedback mechanisms can make a real difference. When its done right, it becomes a powerful decision-making tool. Think about the customers who arent filling out surveys or attending community forums.

Brands 195

Brands Exercises Feedback Analytics 195

Calabrio

FEBRUARY 25, 2025

Workforce Management Stay Focused on Your Business: Introducing Calabrio Managed Services for Analytics and Workforce Management Share Between increasing customer expectations and an influx of new technology, many contact centres are overwhelmed. Want to learn how modern multichannel analytics can help your brand?

Analytics 130

Analytics Management Return on Investment Resources 130

eglobalis

JULY 31, 2024

Eleven Key Technologies Enhancing Customer Experience Marketing Automation Platforms Marketing automation tools like Marketo and HubSpot streamline repetitive marketing tasks such as email campaigns, social media posting, and lead nurturing.

Customer Experience 456

Customer Experience Social Media Analytics Chatbots 456

InMoment XI

DECEMBER 10, 2024

With the right strategies and tools, you can prevent customers from taking their business elsewhere. A churn prediction tool like InMoment simplifies this process by leveraging analytics to highlight these at-risk profiles and segments. Leverage analytics to understand their pain points and goals.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score NPS 195

ECXO

OCTOBER 23, 2024

With advanced data analytics capabilities, AI can analyze vast amounts of customer data in real time, identifying patterns and trends that human operators might miss. Predictive Analytics for Proactive Support: AI-powered predictive analytics enables businesses to anticipate customer needs and issues before they even occur.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

Calabrio

MARCH 26, 2025

Paychex: AI Insights for Optimized Performance Paychex leveraged Calabrios AI-driven analytics to gain deeper visibility into agent performance and customer interactions. AI-driven workforce management solves this by predicting peak call times, optimizing staffing, and integrating performance-driven shift planning.

Call Center 213

Call Center Self Service Chatbots CRM 213

Calabrio

APRIL 15, 2025

Patient self-service tools like chatbots. It also makes it more critical than ever to leverage patient self-service tools that can efficiently handle inquiries while freeing up limited human resources for complex and sensitive issues. One solution thats reshaping the patient experience?

Self Service 235

Self Service Contact Center Healthcare Chatbots 235

Joe Rawlinson

JANUARY 24, 2025

Without a clear understanding of business analytics, entrepreneurs risk making decisions that may harm growth and profitability. Business analytics isnt just for large corporations. This article dives into the essential role of business analytics and how entrepreneurs can use it to achieve long-term success.

Analytics 78

Analytics Financial Return on Investment e-support 78

InMoment XI

OCTOBER 22, 2024

Use Data : Use analytics tools to track patient sentiment and monitor trends in your reviews. Here are some features to consider when selecting a tool: Real-Time Review Monitoring : Look for software that tracks reviews from multiple platforms in real-time, so you never miss a new review.

Management 221

Management Social Media Healthcare Software 221

eglobalis

JUNE 27, 2024

Data analytics is critical for processing vast amounts of information to uncover patterns and actionable insights. Organizations such as Google, Netflix, and Spotify excel in leveraging data analytics to enhance user experiences and personalize offerings. Customer surveys remain fundamental for gathering direct feedback.

Strategy 490

Strategy Customer Experience Net Promoter Score Customer Centricity 490

eglobalis

MARCH 13, 2025

Leverage Customer Insights : Utilize customer feedback and analytics to identify pain points and opportunities, demonstrating a data-driven approach to decision-making. These tools enable executives to make informed decisions based on real-time customer data.

Leadership 259

Leadership B2B B2C Net Promoter Score 259

ECXO

MARCH 6, 2025

Storytelling is a powerful tool here sharing real customer stories, both successes and failures, can help employees emotionally connect to the impact they have on customers. B2B organizations are increasingly investing in CX technologies such as experience management software, analytics tools, and AI-driven solutions.

B2B 339

B2B Customer Journeys How To Effort Score 339

CX Journey

MAY 21, 2025

AI, automation, analytics – these tools are now central to strategic roadmaps. ” And, yes, true business transformation also begins not with the latest tool but with a deliberately designed culture that values and empowers people. Are we investing in tools that serve employees not just systems that surveil them?

Technology 240

Technology Culture Innovation Leadership 240