eglobalis

MARCH 24, 2025

link] Boston Consulting Group How AI Agents Are Opening the Golden Era of Customer Experience. If you enjoyed the read, please share it and connect or follow me on LinkedIn here ! Sources: McKinsey & Company Gen AI in customer care: Early successes and challenges.

Contact Center 368

Contact Center Virtual Agent Chatbots Banking 368

CSM Magazine

APRIL 10, 2025

Two industry leaders, 3CLogic and Glidefast Consulting , have joined forces to deliver a powerful, integrated solution that bridges the gap between digital workflows and human interactions on ServiceNow. This allows Glidefast to act as an official reseller of 3CLogic’s innovative offerings.

Contact Center 59

Contact Center Consulting CRM Analytics 59

eglobalis

DECEMBER 11, 2024

Tata Consultancy Services (India): TCS uses rigorous experimentation to refine its IT services and solutions. By testing different configurations and service models, Hitachi optimizes its offerings to better serve its B2B customers, leading to enhanced satisfaction and loyalty.

Customer Journeys 392

Customer Journeys Effort Score Omni-Channel Social Media 392

eglobalis

OCTOBER 14, 2024

Bain offers CX consulting and training services heavily centered on NPS and customer feedback systems. Bain & Company [link] Bain, creators of the Net Promoter Score (NPS) framework, continues to push this model despite its increasingly exposed limitations and frustrated results.

Customer Experience 482

Customer Experience Customer Journeys Case Study Innovation 482

ECXO

AUGUST 9, 2023

Professional services (PS) and consulting is critical to client experience. From a client perspective firm offering CX-related PS / consulting – in enterprise technology, telecoms, electronics, and beyond – are superficially similar. The impact it has on your PS and consulting, and on any client interaction, is considerable.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

eglobalis

SEPTEMBER 3, 2024

So last year I asked CX Practitioners and Consultants what they need from a VoC platform. Consultants are also looking for greater functionality though were more cautious with their criticisms. A consultant who emphasised the lack of a VoC strategy and the professional managing VoC manually highlight this issue.

e-support 340

e-support Consulting Feedback Survey 340

eglobalis

APRIL 6, 2025

Boston Consulting Group , September 28, 2023. Advisory (blog), Dec 4, 2024. link] Sheppard, Benedict et al. The business value of design. McKinsey Quarterly , October 25, 2018. link] B2B Customer Dynamics: The Weather Ahead. link] Thorbjrnsen, Helge et al. Three Ways to Sell Value in B2B Markets. MIT Sloan Management Review , Spring 2015.

Contact Center 312

Contact Center B2B Competitive Advantage Self Service 312

C3Centricity

MAY 17, 2025

Have you noticed how every technology vendor, consultant, and industry publication is telling you that your AI Strategy is the solution to all your business challenges? The pressure to invest heavily in AI capabilities has never been greater for CPG executives.

Consumers 156

Consumers Strategy Leadership Analysis 156

InMoment XI

APRIL 3, 2025

Watch our latest video where InMoment expert Simon Fraser, VP of Insights and Consulting, is interviewed by CX Live. He explores how businesses are redefining CX for the experience economy:

Culture 195

Culture Social Media Loyalty Government 195

InMoment XI

SEPTEMBER 28, 2022

My name is Len Ferman and I am a senior consultant at InMoment. At InMoment, our consultants are available to perform these three types of human-led services. This is a belief I’m incredibly passionate about.

Customer Journeys 418

Customer Journeys Customer Experience Exercises Consulting 418

eglobalis

MAY 20, 2025

However, in consultative or complex B2B contexts, AHT should be balanced with FCR and satisfaction. How to Connect to Business Outcomes: AHT is highly relevant for companies where efficiency translates directly into cost savingssuch as telecoms, BPOs, or high-volume support teams.

Metrics 332

Metrics Effort Score B2C B2B 332

ECXO

APRIL 18, 2024

• The key digital conversations skills your customer service need (case examples) • What companies are doing to spread customer culture in any department (case examples) • How to leverage ‘The Power of Digital Conversations’ in your organization Bio: Paolo Fabrizio – Digital Customer Service Consultant, Trainer, Speaker.

Insurance 334

Insurance Consulting Travel B2B 334

InMoment XI

MAY 10, 2022

It’s true that technology has produced some extremely powerful tools, such as sentiment analysis, but you need human expertise and consultancy to help identify which sentiments are most relevant to your Experience Improvement goals. In other words, even a tech engine needs a driver.

Consulting 370

Consulting Trends Technology Analysis 370

InMoment XI

JANUARY 18, 2023

In this episode, Melanie Disse from Auckland-based CX firm—Melanie Disse Consulting answers questions such as: How mature are Voice of Customer (VoC) programs in New Zealand compared to other countries? How does your organisation’s VoC program compare? What can you do to elevate the level of VoC program maturity at your organisation?

Voice of Customer 370

Voice of Customer Consulting Video Innovation 370

Experience Investigators by 360Connext

JANUARY 14, 2025

Episodes Mentioned: First 100 Days as a CX Leader (Episode 84) Must-Haves for Success CX Programs (Episode 65) Customer Experience (CX) Examples in Evolving Industries (Episode 12) Setting Clear and Actionable Customer Experience Goals (Episode 72) Management or CX Consulting?

Consulting 143

Consulting Customer Journeys Innovation Resources 143

InMoment XI

OCTOBER 23, 2024

Modern bank branches are transforming into consultation hubs. Adopt a consultative approach. Unlike traditional banks that simply offer products, you can stand out by offering consultation as well. Focus less on routine transactions and more on offering expert financial guidance.

Banking 195

Banking Customer Experience Effort Score Financial 195

Experience Investigators by 360Connext

NOVEMBER 5, 2024

A sought-after speaker and consultant, she’s spent more than 25 years developing the field and practice of persuasive message design, with a particular focus on the principles and processes that build buy-in that lasts.

Banking 143

Banking Customer Centricity Culture Communication 143

AWS Machine Learning

NOVEMBER 22, 2024

The LLM debating technique can be more factually consistent (truthful) over existing methods like LLM consultancy and standalone LLM inferencing with self-consistency. In other words, in the first experiment the LLM consultant defends answer A for N(=3) and in the second experiment defends answer B for the N(=3) rounds.

Consulting 104

Consulting Metrics Measurement System 104

InMoment XI

MAY 22, 2025

InMoment helps brands turn their online reputation into a competitive advantageensuring you show up when it matters, whether a customer is asking a friend, searching Google, or consulting ChatGPT. In this new era of search, your reputation isnt just influencing decisions. Its making them.

Brands 195

Brands Retail Tools Consumers 195

ECXO

MARCH 6, 2025

For example, top companies define a concise CX aspiration aligned to their brand promise such as being the easiest partner to do business with, or providing a truly consultative, trusted advisor relationship and ensure it ties directly to business objectives. This vision serves as a North Star that guides the entire program. June 28, 2022).

B2B 338

B2B Customer Journeys How To Effort Score 338

C3Centricity

FEBRUARY 8, 2025

By tapping into this human desire, Spotifys campaign led to over 30 billion streams , showcasing the power of customer insights in driving engagement and brand loyalty.

Leadership 156

Leadership Innovation Customer Insights Report 156

AWS Machine Learning

DECEMBER 23, 2024

About the Authors Alex Buckhurst is a Senior Amazon Connect consultant at Amazon Web Services with a focus on innovation and building customer-centric designs. Kai Loreck is a Senior professional services Amazon Connect consultant. Anand Jumnani is a DevOps Consultant at Amazon Web Services based in United Kingdom.

Virtual Agent 121

Virtual Agent Self Service Travel Consulting 121

ShepHyken

NOVEMBER 18, 2024

” About: Laura Richard is a Principal at Level5 Strategy and one of the 2023 Woman Leaders in Consulting. .” “Organizations struggle when they make a promise to customers, but they don’t provide the resources and support that their employees need to deliver it.”

Brands 140

Brands Touchpoint Resources Financial 140

ECXO

MAY 19, 2024

Hear Nicolette and Christopher here: [link] About Nicolette: Nicolette shares what years of practice, both client-side and as a consultant, have taught her. Experience the Difference: On the podcast of the European Customer Experience Organization (ECXO) this week, Nicolette Wuring joins our host, Christopher Brooks.

B2B 347

B2B Customer Experience Professionals Consulting Measurement 347

ECXO

NOVEMBER 19, 2023

In addition to his academic role, Baars serves as a consultant, offering invaluable guidance to organizations seeking to enhance their use of design. Notably, he is the creator of the Customer Centricity Score (CCS) and the author of the acclaimed book “Leading Design”, a guidebook for developing design-centric organizations.

Customer Centricity 367

Customer Centricity Metrics NPS Leadership 367

C3Centricity

JUNE 14, 2025

As someone who’s navigated these waters both as a manager and consultant, I can tell you the answer isn’t straightforward. Should you strive to become the lynchpin your organization can’t function without, or should you focus on building systems and teams that can thrive without your constant presence?

156

156

InMoment XI

NOVEMBER 16, 2023

Elevating Customer Experience Through Strategic Productivity Insights In a recent workshop conducted at the XI Forum 2023 in London by industry experts Simon Fraser, VP, Insights and Consultancy at InMoment, and Simon Hedaux, Founder of Rethink Productivity , the focus was on enhancing productivity to drive experience improvement within businesses.

Healthcare 447

Healthcare Study Culture Travel 447

The DiJulius Group

NOVEMBER 26, 2024

Stop Blaming the Younger Workforce The most common complaint I get from my audiences and consulting clients is about how bad the young labor force is and how this generation doesn’t want to work hard. I cannot disagree more. I also believe this is a crutch many leaders use to avoid building a better employee.

Customer Experience 98

Customer Experience Consulting Groups Customers 98

eglobalis

APRIL 23, 2025

Oracle Consulting creates value roadmaps post-sale for large deployments. Dedicated success managers track these alongside client leads. These include phased business benefits (e.g., financial consolidation speed in phase one, global forecasting in phase two) and regular review milestones.

B2B 341

B2B Measurement Customer Journeys ROI 341

InMoment XI

DECEMBER 13, 2021

Modern market research combines marketing science and research consultancy to make the most out of data. And understanding how the customer and employee journeys interrelate can guide that collaborative process into a more honed business strategy. What Modern Market Research Strategy Looks Like. But what about the research strategy itself?

Analytics 370

Analytics Data Marketing Customer Journeys 370