The Customer Experience Management Strategy That Wins, and Helps You Win!
According to Forrester’s US 2022 Customer Experience (CX) Index rankings, “CX quality fell for 19% of brands in 2022—the highest proportion of brands to drop in one year since the survey’s inception.”...
View ArticleThe next generation of IVAs will enable true multi-modal customer experiences
The rapid evolution of intelligent virtual agents (IVAs) continues to shake up the customer service industry. Gone are the days of anonymous untailored dialogues, siloed conversations, and...
View ArticleWhy Retailers Should Employ an Omnichannel Customer Experience
Effective marketing and communication strategies are essential for any retail brand looking to attract and retain customers (meaning every retail brand). Personalized omnichannel communications have a...
View ArticleStrengthening Customer Loyalty Strategies for Long-Term Growth
By George Korizis and Jon Glick During times of economic uncertainty, supply chain disruptions and an ever-shifting talent market, fostering and strengthening relationships with customers has never...
View ArticleWhen CX Becomes Taxing: How the IRS Can Level Up Customer Service
With Tax Day fast approaching, many Americans are finding themselves on hold … waiting to speak with an IRS customer support agent. In a digital world where we are used to chatting with, texting or...
View ArticleThe Omni-Channel Transition is Accelerating – Can You Keep Up?
As we continue to navigate the new normal shaped by the social and economic upheaval of the last few years, customer expectations have shifted, permanently. More than ever, the quality of experience...
View ArticleWhy Print is Vital to Omnichannel Marketing Campaigns
In our fast-paced and predominantly digital world, businesses are constantly searching for ways to create seamless, integrated marketing campaigns. Omnichannel marketing has emerged as a powerful...
View ArticleAchieving Summer Sales Success With Omnichannel Marketing and Communications
Summer is right around the corner, which means people are looking for sales promotions from their favorite brands – be it a new seasonal wardrobe, outdoor furniture for the backyard, flights to the...
View ArticleThe CX Factor: 3 Ways Companies Can Create a Customer Experience that Drives...
The only constant in life is change. And the only certainty in business is uncertainty. This is truer than ever now, as companies deal with increasing unpredictability on practically every front....
View ArticleAnywhere, everywhere, all at once – integrating technology in B2B omnichannel...
Original article: https://www.eglobalis.com/anywhere-everywhere-all-at-once-integrating-technology-in-b2b-omnichannel-design/ Anywhere, everywhere, all at once – integrating technology in B2B...
View ArticleCustomer service teams are risking a backlash by ditching the phone
Businesses are well aware that they should make it easy for customers to interact with them on digital channels. However, there are situations when customers need to be able to get in touch quickly and...
View ArticleIs it Time to Bid Farewell to the Email Customer Service Channel?
Rapid technological advancement and shifting consumer preferences have marked the last five years. Businesses now find themselves at a crossroads in the realm of customer service. Email has long stood...
View ArticleTo evolve or not evolve: High Street edition
In the bustling global marketplace, brands function as fluid entities, continuously adapting to an array of shifting societal trends and technological advancements. A pressing dilemma many businesses...
View ArticleCross-Channel Engagement (Why it Matters for Businesses)
Today, you can’t just choose a single platform to engage customers. You need to leverage them all. From social media platforms like Facebook, X (Twitter), and Instagram to email marketing, there are...
View ArticleThree Simple Messages Can Dramatically Enhance the Customer Experience. Why...
What’s the payoff of aggressively communicating about problems? Becoming easy to do business with is very highly correlated with loyalty, Net Promoter Score, and enthusiastic positive word of mouth....
View Article5 Tips for Improving Customer Support and Minimizing Negative Reviews
Growing and curating a public reputation is a complex operation for brands in today’s consumer landscape. Brand image is now influenced by multiple factors, from product efficacy to consumer reviews of...
View Article5 Reasons You Should Offer 24/7 Support to Your Customers
Customer support plays a major role in helping you engage a relevant audience and retain your existing customers. A customer’s journey with you doesn’t end as soon as they purchase your products or...
View ArticleMastering Customer Experience: Strategies for Seamless Engagement
Introduction In the dynamic landscape of modern business, the critical role of customer experience (CX) stands as a linchpin for sustainable success. As markets become increasingly saturated, customer...
View ArticleManufacturing Sector CX: How to Go from Stagnant to Standout
Introduction The manufacturing sector has had its CX challenges as the world came out of the pandemic with supply chain issues exacerbating the problem further. Though CX has become very important to...
View ArticleThe Importance of the Omnichannel in Financial Services
In today’s digital world, customers expect seamless and integrated experiences when interacting with financial services providers across various channels like websites, mobile apps, branches, contact...
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