eglobalis

APRIL 15, 2025

Whether its a specific system integration, regulatory configuration, or usage model, value increases dramatically when the offering fits how the customer actually works. When core systems need upgrading, Oracle is already at the table. Ciscos networking hardware powers banking systems, hospitals, and data centers.

Contact Center 361

Contact Center B2B Innovation Automotive 361

eglobalis

NOVEMBER 26, 2024

Operational Challenges Empathy requires seamless integration into processes and systems, but: Data Silos: Disconnected client data across departments undermines personalized engagement. Scaling Empathy: Consistency becomes challenging as organizations grow, especially across regions with diverse expectations.

B2B 514

B2B B2C Culture Net Promoter Score 514

CX Journey

MAY 21, 2025

And when employees have a great experience, when they have all the systems, tools, processes, training, and resources they need to serve their customers and serve them well, then customers have a great experience. How might we design systems that reflect our values, not just our metrics? Pilot new systems with cross-functional teams.

Technology 247

Technology Culture Innovation Leadership 247

ECXO

NOVEMBER 26, 2024

Lack of Standardized Processes If your company’s customer experience relies on unicorns, it likely means that you don’t have robust systems and processes in place. Standardize Processes and Procedures, and Develop a Knowledge Management System Invest in robust, standardized processes that anyone on your team can follow.

Self Service 334

Self Service Culture Training Analytics 334

eglobalis

MARCH 30, 2025

The banks AI system (using NLP to transcribe and analyze calls) could determine if a customer was frustrated or pleased based on voice and words, producing a sentiment score for each call. For example, global tech services provider Fujitsu decided to transition from relying solely on NPS scores to a comprehensive VoC system.

Survey 361

Survey Banking NPS Effort Score 361

eglobalis

JANUARY 7, 2025

Example: Siemens collaborated with manufacturing clients to prototype a predictive maintenance system. Focus : Simplicity and speed to identify flaws early while ensuring scalability. By working iteratively and incorporating client feedback, Siemens developed a solution that minimized equipment downtime while improving operational efficiency.

B2B 327

B2B Company Customer Journeys Innovation 327

eglobalis

JANUARY 20, 2025

Businesses should focus on building structured relationship programs, such as dedicated account management systems. Companies that invest in predictive analytics and AI in systems such as CDPs and other many technologies available today to anticipate customer requirements often see higher retention rates.

B2B 451

B2B Loyalty Loyalty Programs Innovation 451

CX Journey

MAY 28, 2025

And their experience, including the systems they navigate, the support they receive, and the way theyre engaged, determines whether your vision thrives or fragments at the edge of your network. If their experience with your systems and support feels inconsistent or insufficient, the customers experience will reflect that dissonance.

Brands 221

Brands Culture Multi-Channel System 221

eglobalis

APRIL 27, 2025

Most AI systems today are reactivethey respond to specific prompts or tasks. These agents are not just tools; they are actors that can pursue goals, make decisions, and execute tasks independently across complex systems, often without direct human supervision. In contrast, agentic AI introduces the concept of autonomy.

Roadmap 250

Roadmap B2B Case Study Average Handle Time 250

eglobalis

DECEMBER 11, 2024

Johnson Controls (USA): Johnson Controls leverages experimentation to enhance its building automation and energy management systems. By testing different system configurations and customer support models, the company improves its product performance and customer satisfaction.

Customer Journeys 392

Customer Journeys Effort Score Omni-Channel Social Media 392

eglobalis

OCTOBER 21, 2024

Their reliance on automated systems has left users frustrated, as the removal of complaints without resolution worsened their public image​. Siemens (B2B, Germany) : Siemens responded to feedback regarding issues with their automation systems by addressing the concerns publicly and following up with specific solutions.

Social Media 521

Social Media Feedback Engagement Company 521

eglobalis

MAY 20, 2025

How to Calculate Revenue Churn: Revenue Churn Rate = (Lost Recurring Revenue / Starting MRR) x 100 How to Implement It Practically: Pull subscription data from billing systems. Integrate Technology Systems: CRM (Salesforce, HubSpot): Master record of all contacts and triggers. Tag churn reasons (e.g., pricing, product gaps, support).

Metrics 332

Metrics Effort Score B2C B2B 332

ECXO

MARCH 6, 2025

At the same time, performance evaluations and reward systems should acknowledge contributions to customer experience. Most B2B companies have vast amounts of customer data spread across CRM systems, support ticket databases, ERP platforms, websites, and more. analyse sentiment, and trigger alerts for immediate follow-up.

B2B 338

B2B Customer Journeys How To Effort Score 338

eglobalis

OCTOBER 14, 2024

The current CX education system doesn’t adequately prepare professionals for the complexity of today’s business world. Bain offers CX consulting and training services heavily centered on NPS and customer feedback systems.

Customer Experience 482

Customer Experience Customer Journeys Case Study Innovation 482

InMoment XI

NOVEMBER 19, 2024

The result is described as a “hallucination”, a growing concern for businesses using AI systems. An AI hallucination occurs when an AI system produces false or misleading results as facts. An AI system is only as good as the data you feed it. Here are some common examples of AI hallucinations in real-world systems.

Contact Center 195

Contact Center Healthcare Training Financial 195

eglobalis

MAY 13, 2025

Gartner predicts that by 2025, over 75% of organizations will have invested in real-time feedback systems cmswire.com. By monitoring live signals, vendors can intervene earlysuch as an AI system flagging that multiple user in an account experienced the same product glitch and sending an alert to the account team.

B2B 314

B2B Survey Multi-Channel Effort Score 314

CX Journey

MAY 14, 2025

Create EX advisory boards, recognize employee impact on CX, and build systems of shared accountability between leaders, teams, and frontline staff. They want seamless internal systems, meaningful work, and recognition for their contributions. Not to mention, your CEO must deliberately design the culture to be customer-centric.

Leadership 268

Leadership Customer Journeys Customer Centricity Culture 268

ECXO

OCTOBER 23, 2024

AI-powered systems can also guide human agents by providing them with relevant information and suggestions in real time, empowering them to deliver exceptional service with confidence. The AI system analyzes past customer interactions to provide agents with real-time suggestions, improving the speed and accuracy of responses.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

InMoment XI

APRIL 15, 2025

Meta, Google, Dell, Morgan Stanley, and even hospital systems are reducing human roles while expanding their AI footprints. Are the systems grounded in real signals? From our pulse: 34% said theyd protect people first 31% said theyd protect AI systems When asked what to cut: 25% said people, 25% said AI In short: Leaders are divided.

Hospitality 195

Hospitality Healthcare System ROI 195

eglobalis

SEPTEMBER 28, 2024

Now the Big Issue During a recent trip to southern Bavaria, our car’s navigation system unexpectedly failed and has not functioned properly since. Here’s a detailed account of the problems we encountered: We stopped at a supermarket, and when I restarted the car, the navigation system stopped working.

Automotive 499

Automotive Loyalty System Return on Investment 499

InMoment XI

DECEMBER 18, 2024

As a result, when a customer calls, the system can instantly access details like purchase history to help the agent prepare a personalized response. Key types include: IVR and IVAs Interactive Voice Response (IVR) is an automated system that replies to incoming calls with a pre-recorded menu.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

InMoment XI

DECEMBER 17, 2024

This is especially important, as only 51% of customer experience decision-makers who state that improving the customer experience is a priority for their executives said that those executives act like CX is important most or all of the time Tech Literacy Your various technology platforms need to work together as a system.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Calabrio

APRIL 15, 2025

Share Contact centers are overwhelmed, patients expect 24/7 service, and healthcare systems face growing pressure to reduce costs while improving care access. As contact centers contend with high demand, healthcare systems also need scalable solutions to manage patient communications without ballooning costs or sacrificing quality.

Self Service 235

Self Service Contact Center Healthcare Chatbots 235

eglobalis

MARCH 4, 2025

Modern speech recognition systems allow AI agents to interpret natural speech, detect customer intent, and execute tasks seamlessly. For example, an AI-powered RPA bot can extract customer data from email queries, log into enterprise systems, and execute a task such as processing refunds.

Self Service 202

Self Service Strategy Contact Center Virtual Agent 202

eglobalis

NOVEMBER 3, 2024

Deloitte emphasizes the importance of integrating front-office and back-office systems to create a streamlined, client-centric experience. Similarly, regular cross-functional workshops can be beneficial for identifying and addressing pain points in the customer journey that may require multi-departmental efforts to resolve.

B2B 524

B2B Culture Innovation Loyalty 524

BlueOcean

NOVEMBER 19, 2024

This seamless connection between phone and ticketing systems demonstrates how strategic contact center technology can simultaneously improve operational efficiency and customer experience. However, the IVR was not integrated with the client’s off-the-shelf, cloud-based help desk ticketing system, Zendesk. as part of our QA process.

Case Study 156

Case Study Study Communication Average Handle Time 156

InMoment XI

NOVEMBER 26, 2024

Service Blueprint Purpose: The service blueprint journey map extends beyond the customer journey and includes business processes and systems that enable the customer experience that aren’t usually showcased in other journey maps. It visualizes the connections between the front-stage (customer-facing) and back-stage (internal processes).

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

eglobalis

MARCH 13, 2025

Siloed Data and Systems: Customer information in B2B is often fragmented across sales, marketing, account management, and support. Invest in the Right CX Tools and Technologies Provide leadership with data-driven insights by investing in CRM platforms, customer feedback systems, and journey analytics tools.

Leadership 262

Leadership B2B B2C Effort Score 262

eglobalis

FEBRUARY 13, 2025

Microsoft Azures predictive analytics tools identify downtime risks for enterprise clients before disruptions happen, which enables rapid mitigation and increasing system reliability. Example: Microsoft Azure. Empowering Teams to Act on Empathy Empathy loses value if employees cannot act on it in real time.

Analytics 324

Analytics Measurement Metrics Feedback 324

Calabrio

APRIL 29, 2025

Workforce Management Built for Care: Why Workforce Management Is Critical to Healthcare’s Next Chapter Inside the growing healthcare WFM marketand why scalable, intelligent staffing is now mission-critical for health systems.

Healthcare 173

Healthcare Management ROI eBook 173