eglobalis

JUNE 30, 2025

This article explores the roots of Medtronic’s longevity, how it executes its 100-year vision, and why its culture and business cannot afford—and are engineered—not to fail.

Culture 423

Culture Healthcare Leadership B2C 423

eglobalis

NOVEMBER 5, 2024

This often happens with Brian’s works therefore I decided to post this short article about his work. Interesting enough, my wife, Miriam, always says that when I read a great book—one that truly makes me reflect and feel challenged—I have a look of happiness and satisfaction afterward.

Leadership 497

Leadership Innovation Social Media Trends 497

eglobalis

OCTOBER 30, 2024

This article explores how AI is reshaping the employee experience and its subsequent impact on customer experience. AI in the workplace is transforming business operations, fundamentally altering the employee experience. The Current Landscape AI in the Workplace AI technologies are now integral across virtually every industry.

Employee Experience 482

Employee Experience Customer Experience Employee Engagement Telecommunications 482

eglobalis

JULY 8, 2025

h ttps://newsroom.bankofamerica.com/content/newsroom/press-releases/2024/04/bofa-s-erica-surpasses-2-billion-interactions–helping-42-millio.html “Vodafone ploughs £140m into new SuperTOBi chatbot rollout” – Tech Monitor article by Vidya Sagar Maddela (July 4, 2024).

Healthcare 284

Healthcare Government Competitive Advantage Chatbots 284

ShepHyken

JUNE 16, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article captures the difference between companies that genuinely want feedback versus those that go through the motions. Customers know this.

Customer Service 74

Customer Service Exercises Feedback Consumers 74

eglobalis

JUNE 17, 2025

This article explains, in structured steps, how businesses can integrate Agentic AI with behavioural data to evolve from traditional maps to dynamic, intent-driven journey systems. These systems do more than recommend—they understand, plan, and act in alignment with customer intent across digital and human channels.

Customer Journeys 313

Customer Journeys Insurance Case Study Abandon Rate 313

ECXO

NOVEMBER 25, 2024

If you found this article helpful, feel free to share it and connect with me on LinkedIn My previous articles include: Why Silos in 2020’s CX Aren’t Your Real Problem—And What You Should Focus on Instead – [link] Can you really make a choice? Originally posted complete version at: [link] Let me know your thoughts and experiences.

Feedback 391

Feedback ROI Roadmap Analytics 391

eglobalis

JANUARY 13, 2025

This article compares AgentForce with its competitors, focusing on automation, real-time support, and predictive analytics. This article provides a comprehensive evaluation of AI-driven tools like Salesforces, offering global examples and practical lessons for businesses seeking to elevate service excellence.

Customer Experience 432

Customer Experience Marketing Chatbots e-support 432

eglobalis

JUNE 10, 2025

This article provides a deep, data-driven exploration of eight critical ways AI is enhancing Experience Design, illustrated through concrete examples from leading B2B enterprises, and enriched with insights from recent articles published.

Innovation 318

Innovation B2B Case Study User Experience 318

eglobalis

JULY 14, 2025

If you enjoyed this article share and connect or follow me on LinkedIn for more posts: Ricardo Saltz Gulko My recent articles on Eglobalis: [link] My recent articles on CMSWire: [link] My articles on CustomerThink: [link] My articles on CMM360: [link] Data Sources: B2B customers have spoken.

B2B 368

B2B Self Service Omni-Channel Innovation 368

ShepHyken

JULY 14, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: We kick off this week’s Top Five roundup with an article from the amazing Vala Afshar, the Chief Digital Evangelist for Salesforce.

Customer Service 74

Customer Service Hotels Entertainment Customer Expectations 74

ShepHyken

JUNE 30, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: We kick off this week’s Top Five with an article written by my friend and fellow CX expert, Steven Van Belleghem.

Customer Service 74

Customer Service Self Service Loyalty Customer Service Training 74

eglobalis

FEBRUARY 13, 2025

Related Article: Bridging the Empathy Gap With Customers Moving From Empathy to Execution Predictive Action: Anticipate Issues Before They Escalate Proactive problem-solving demonstrates empathy through foresight. Article originally posted at: [link] Sources: Empathy Wont Save You: Why CX Thrives on Action, Not Sentiment but Outcomes?

Analytics 316

Analytics Measurement Metrics Feedback 316

eglobalis

MAY 20, 2025

In this article, we walk step-by-step through ten critical CX metrics. Although this article focuses on metric implementation, its critical to understand that with the rise of AI, traditional survey methods are declining in relevance. But where should a company begin?

Metrics 324

Metrics Effort Score B2C B2B 324

ECXO

OCTOBER 27, 2024

In this article, I’ll explore how Customer Success metrics are driving the subscription economy forward and how businesses can leverage these tools to create lasting value. These metrics help businesses to fine-tune their strategies, ensuring they meet the needs of their subscribers while sustaining growth.

Metrics 332

Metrics Customer Success Effort Score Self Service 332

eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. Demonstrating the value of CX (e.g., If you enjoyed this read, connect with me on LinkedIn !

Leadership 255

Leadership B2B B2C Net Promoter Score 255

C3Centricity

NOVEMBER 26, 2024

In this article, we’ll explore why Radical Consumer Centricity matters, how leading companies achieve a consumer-led structure, and why adaptable frameworks, such as C3Centricity’s QC2™ process, are crucial to effectively guiding this journey. It’s a transformational shift essential to gaining a lasting competitive edge in today’s market.

Competitive Advantage 290

Competitive Advantage Consumers Banking Loyalty 290

ShepHyken

JUNE 22, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: This article is “singing my song.” In addition to the article, a link to YouTube is provided for viewing the entire panel discussion.

Customer Service 74

Customer Service Exceptional Customer Service Retail Tips 74

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. As a result, CX professionals are often left unprepared to address the specific needs of their organizations.

Customer Experience 477

Customer Experience Customer Journeys Case Study Innovation 477

eglobalis

JANUARY 20, 2025

The article was originally posted on Eglobalis.com/blog. This article explores ten key drivers of B2B loyalty , offering actionable insights supported by real-world examples. As mentioned in this old article I wrote. If you enjoyed the article, feel free to share it and connect with me here or follow me on LinkedIn.

B2B 447

B2B Loyalty Loyalty Programs Innovation 447

ShepHyken

JULY 7, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. The main article links to six others that include case studies, strategies, and ideas to consider as you review or develop your program.

Customer Service 70

Customer Service Loyalty Programs Contact Center Culture 70

InMoment XI

NOVEMBER 19, 2024

While generative AI can help draft news stories and articles, it should combine human editing and verification to ensure accuracy. For instance, AI models are reasonably good at summarizing articles, generating ideas, and writing whole sections. Despite her vast experience, the librarian couldn’t locate a single article.

Contact Center 195

Contact Center Training Healthcare Financial 195

ECXO

NOVEMBER 26, 2024

Unicorns Dependency in CX – Here Is How You Avoid This “Trap” If you’re plugged into the business world, you’ve likely heard the term “unicorn” tossed around in meetings, LinkedIn posts, or business articles. But we’re not talking about the mythical horse with a horn.

Self Service 334

Self Service Culture Training Analytics 334

eglobalis

MARCH 18, 2025

This article delves into ten critical scenarios where human intervention becomes essential, introducing the concept of “Transition Thresholds” to describe these pivotal moments. I wrote this article also inspired by How to Identify When Agentic AI is Helpful. And Not written by Thomas Wieberneit.

Interaction 388

Interaction Culture Virtual Agent Loyalty 388

ECXO

NOVEMBER 19, 2024

Personalize product recommendations, articles, or offers based on the customer’s past interactions. For example, if Johan frequently purchases liners for his milking machines, send him tailored recommendations and exclusive discounts on related products. Dynamic Content : Implement dynamic content on your website and email campaigns.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

Experience Investigators by 360Connext

DECEMBER 3, 2024

He’s written hundreds of articles on content strategy, SEO, GA4, AI and visitor psychology. About Andy Crestodina: Andy Crestodina is a co-founder and CMO of Orbit Media , an award-winning 50-person digital agency in Chicago. Over the past 24 years, Andy’s provided guidance to 1000+ businesses.

Handbook 143

Handbook Social Media Retail Trends 143

CX Journey

JUNE 18, 2025

This is nothing new, but I’d be remiss to not include it in this article!) This is a huge point that I was making with that recent article about how CX leaders’ roles are evolving. It’s not enough to be the “voice of the customer.” Today’s CX leaders must become fluent in financial impact.

Customer Centricity 222

Customer Centricity Culture Customer Journeys Leadership 222

eglobalis

JANUARY 7, 2025

This article provides a step-by-step guide to practically applying Design Thinking, detailed explanations of each step, insights into how B2B companies use it daily, and examples of real business cases. Its customer-centric approach has enabled B2B companies to enhance product design, improve customer lives, and optimize experiences.

B2B 319

B2B Company Customer Journeys Innovation 319

ECXO

OCTOBER 14, 2024

Last weeks articles: Beyond the Ask: A Practical Guide to Deciding Which Customer Feedback to Act On – [link] Why Silos in 2020’s CX Aren’t Your Real Problem—And What You Should Focus on Instead – [link] The Hidden Flaws in Toyota’s German Dealerships CX: What Happened to Accountability?

Customer Centricity 156

Customer Centricity Customer Journeys Effort Score Touchpoint 156

Experience Investigators by 360Connext

NOVEMBER 5, 2024

Follow Tamsen on… LinkedIn: linkedin.com/in/tamsenwebster/ X/Twitter: twitter.com/tamadear Facebook: facebook.com/TamsenWebster/ Instagram: instagram.com/tamsenwebster/ YouTube: youtube.com/channel/UCle4DE7JXWJc4J0YeFOIIKg Articles Mentioned: i2c Inc.

Banking 143

Banking Customer Centricity Culture Communication 143

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 519

Social Media Feedback Engagement Company 519

InMoment XI

DECEMBER 17, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Retently

JANUARY 13, 2025

In this article, were spotlighting the top 5 tools for measuring CES. According to a Harvard Business Review article reducing customer effort increases the likelihood of a customer repurchasing by 94% and their likelihood of increasing spending by 88%. High scores mean youre on the right track. Low scores?

Measurement 138

Measurement Tools Effort Score Multi-Channel 138

InMoment XI

OCTOBER 25, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. Restaurant Reputation Management Best Practices You can’t ignore online conversations around your business.

Feedback 195

Feedback Management Social Media ROI 195

PeopleMetrics

JUNE 20, 2025

Even if you missed the rest of the series, read this one! This is the final post in our blog series unpacking the most important shift facing brands and employers today: Gen Z and Millennials are no longer “the future,” they are the now. These generations don’t just consume experiences, they curate, judge, and share them.

Brands 62

Brands eBook Healthcare Effort Score 62