ECXO

MARCH 11, 2025

Example: If your companys business strategy is to expand into new markets , your CX vision might focus on creating a seamless onboarding experience for new customers in different geographies. Example: Use hard numbers such as calculating the revenue impact of improving customer retention by just 5% to make the case for investment in CX.

B2B 311

B2B Strategy Customer Journeys Net Promoter Score 311

eglobalis

FEBRUARY 13, 2025

Example: Microsoft Azure. Example: Schneider Electric. Example: Slack. Example: Maersk Logistics. Example: Salesforce. Example: Toyota. How to execute: Use predictive tools to analyze usage patterns and potential risks. Create automated workflows to notify teams of anticipated problems.

Analytics 320

Analytics Measurement Metrics Feedback 320

eglobalis

OCTOBER 21, 2024

This contrasts starkly with companies that avoid responsibility, offering a remarkable example of how embracing feedback can lead to enhanced operations, retention, adoption and customer satisfaction. Below is a look at real cases where companies took these distinct approaches, including examples from both B2B and B2C environments.

Social Media 520

Social Media Feedback Engagement Company 520

eglobalis

OCTOBER 30, 2024

Real-World Examples of AI-Driven Improvements in Employee Experience Vodafone (Europe) Vodafone , the British multinational telecommunications company, has integrated AI into its recruitment and onboarding processes.

Employee Experience 482

Employee Experience Customer Experience Employee Engagement Telecommunications 482

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 322

Innovation B2B Case Study User Experience 322

eglobalis

JANUARY 13, 2025

Through real-world examples and practical strategies, well explore how businesses can leverage these tools to enhance customer and agent experiences. 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 433

Customer Experience Marketing Chatbots e-support 433

eglobalis

MAY 20, 2025

Practical Implementation Example: T-Mobile reduced AHT by introducing a real-time coaching dashboard. Practical Implementation Example: Microsoft improved FCR by 22% by giving frontline agents more resolution authority and deeper knowledge access. Practical Implementation Example: Adobe uses CSAT to track Creative Cloud support.

Metrics 328

Metrics Effort Score B2C B2B 328

eglobalis

JANUARY 20, 2025

This article explores ten key drivers of B2B loyalty , offering actionable insights supported by real-world examples. Boschs use of IoT solutions to monitor product performance and anticipate maintenance needs is a prime example. To achieve this, businesses must integrate AI-powered tools within their operations.

B2B 449

B2B Loyalty Loyalty Programs Innovation 449

eglobalis

MARCH 30, 2025

Well explore real-world examples of companies moving beyond surveys, the technologies enabling this shift, and the chronological evolution of CX measurement. Telecom providers, for example, long measured network experience via occasional feedback and technical KPIs, only to find these methods lagged real customer pain.

Survey 357

Survey Banking NPS Effort Score 357

eglobalis

DECEMBER 11, 2024

Additionally, it discusses alternative measurement methods beyond traditional metrics and highlights global examples of companies excelling in CX experimentation. For example, an organization might experiment with response times on social media versus email to identify the most effective communication method.

Customer Journeys 389

Customer Journeys Effort Score Omni-Channel Social Media 389

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.

B2B 339

B2B Customer Journeys How To Effort Score 339

C3Centricity

NOVEMBER 26, 2024

A leading example of this approach is Monzo , a digital-first bank based in the UK. Monzo’s example shows how brands that embrace Radical Consumer Centricity become indispensable to their consumers’ lives. Monzo’s commitment to customer-led innovation sets it apart in a competitive landscape.

Competitive Advantage 290

Competitive Advantage Consumers Banking Loyalty 290

eglobalis

MAY 13, 2025

For example, enterprise software vendors might solicit technical feedback from end-user engineers, strategic input from executive sponsors, and service feedback from procurementall for one account. For example, Siemens reportedly uses AI-driven in-product surveys within its software interfaces to get immediate feedback after key user actions.

B2B 310

B2B Survey Multi-Channel Effort Score 310

ECXO

FEBRUARY 3, 2025

Example: A potential customer fills out a form on your website. Example: Imagine a customer buying a piece of software from your company. Example: Imagine reaching out to a company for information about a product. Example: A prospective customer requests a demo of your service. How would you feel?

Sales 266

Sales Customer Experience e-support Examples 266

eglobalis

APRIL 6, 2025

Youll find actionable insights, real business examples, and guidance grounded in research from trusted institutions like McKinsey, BCG, and Harvard Business Review. Example : SAPs value management practice quantifies business value both before and after implementation, aligning their compensation with customer results. The outcome?

Contact Center 308

Contact Center B2B Competitive Advantage Self Service 308

eglobalis

MARCH 24, 2025

This detailed analysis explores the current limitations that prevent AI agents from fully replacing human operators in contact centers, supported by practical examples from industry leaders across sectors, revealing why human involvement remains indispensable.

Contact Center 364

Contact Center Virtual Agent Chatbots Banking 364

eglobalis

JUNE 17, 2025

Example : SAP’s enterprise onboarding process uses Agentic AI to redirect technically skilled users from standard product overviews to advanced configuration and integration tools. Step 5: Design Interventions for Moments That Matter Agentic AI identifies moments of friction, hesitation, or deviation.

Customer Journeys 316

Customer Journeys Insurance Case Study Abandon Rate 316

eglobalis

NOVEMBER 19, 2024

Below are real-world examples of how B2B companies are practically applying AI and algorithms to improve design and experimentation: Bayer’s AI Models in Agriculture Bayer, traditionally known for its agricultural products, has ventured into AI by developing specialized models that provide agronomy and crop protection insights.

B2B 532

B2B Innovation Healthcare System 532

InMoment XI

NOVEMBER 19, 2024

A popular example is a large language model (LLM) giving a fabricated answer to a prompt it fails to understand. An example would be responding with an anniversary message to a prompt asking for a birthday card. For example, responding with “ New York ” to a question about the French capital. What is an AI hallucination?

Contact Center 195

Contact Center Training Healthcare Financial 195

InMoment XI

DECEMBER 3, 2024

For example, outlining a CX program and building a team to execute the vision. For example, tracking NPS to determine the success of recent loyalty efforts. For example, training employees to adopt a customer-centric approach and rewarding their work to motivate them.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

ECXO

NOVEMBER 19, 2024

For example, Johan, the dairy farmer managing 500 cows, needs efficient solutions for his milking parlor. For example, if Johan frequently purchases liners for his milking machines, send him tailored recommendations and exclusive discounts on related products. Understand their pain points, motivations, and challenges.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

ECXO

OCTOBER 27, 2024

For example, offering personalized content, proactively resolving potential issues, and recommending new services or upgrades can all contribute to increasing CLV. For example, if a customer hasn’t engaged with a product in a while, proactive communication offering tips or new features can reignite interest.

Metrics 332

Metrics Customer Success Effort Score Self Service 332

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. For example, sentiment analysis is an NLP algorithm that categorizes feedback as positive, neutral, or negative. It analyzes past conversations, highlighting patterns and areas for improvement.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

eglobalis

JUNE 23, 2025

In healthcare, for example, wartime conditions accelerate innovation in remote diagnostics, mobile clinics, and medical device miniaturization. Historical examples show that brands able to invest in relationship rebuilding early gain lasting customer loyalty. Constraints force prioritization.

Innovation 417

Innovation Technology Healthcare Leadership 417

InMoment XI

NOVEMBER 21, 2024

For example, this analysis can reveal why a customer canceled their subscription to your service. For example, key metrics like CSAT help you improve aspects of your business to satisfy specific customer needs. For example, a customer reviews your latest feature in a Facebook post.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

InMoment XI

NOVEMBER 26, 2024

Example: A SaaS company creates a buyer’s journey map to understand how potential customers discover their product, research competitors, and make decisions. Example: A fitness app company maps out the day in the life of a busy working parent to see how and when the app could help them achieve their fitness goals in their busy schedule.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

eglobalis

OCTOBER 14, 2024

For example, customer expectations in retail differ vastly from those in the healthcare or tech industries. For example, the customer expectations for a B2B tech company will differ significantly from those for a consumer-facing retail brand. The same applies to B2B and B2C.

Customer Experience 479

Customer Experience Customer Journeys Case Study Innovation 479

eglobalis

APRIL 27, 2025

We then analyze concrete examples from around the globe (Japan, South Korea, Germany, France, the U.S., for example, has embedded agentic CX tools into its contact center platform, with capabilities for resolution, analytics, and behavioral insight. Example : Airtable trained its agentic AI using 100k historical support tickets.

Roadmap 249

Roadmap B2B Case Study Average Handle Time 249

InMoment XI

OCTOBER 31, 2024

For example, an agent who consistently records low AHT might not be resolving all the customer’s issues. For example, if an agent spends 6 of 8 hours on calls, their utilization rate is 75%. For example, they might not have easy access to customer data, making it difficult to resolve issues quickly.

Call Center 195

Call Center Metrics Self Service Effort Score 195

InMoment XI

DECEMBER 10, 2024

The most straightforward example is when a customer decides to cancel their subscription. For example, a subscription that ends due to failure to update credit card details. For example, if they havent renewed their subscription or completed a survey in a while, they might be losing interest in your product.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score NPS 195