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The Objection Illusion: Why “Overcoming Objections” Destroys Customer Trust
Are you arguing your way out of revenue? Discover the psychology of "Rolling with Resistance" to handle customer objections without destroying trust.
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From Systems to Signals: How Real-Time Data Are Rewriting B2B CX
From Systems to Signals: How Real-Time Data Are Rewriting B2B CX Originally published at: https://www.eglobalis.com/from-systems-to-signals-how-real-time-data-are-rewriting-b2b-cx/ Introduction: B2B companies have long relied on static systems of record – CRM databases, ERP…
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The Economics of Trust in AI‑Driven CX
The Economics of Trust in AI‑Driven CX Originally published at: https://www.eglobalis.com/the-economics-of-trust-in-ai-driven-cx/ Introduction Enterprise customer experience has moved into a “hard work” phase where boards demand measurable ROI, not AI novelty.…
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AI in CX Is Not the Problem — Escalation Failures Are the Real Trust Gap
AI in CX Is Not the Problem — Escalation Failures Are the Real Trust Gap Originally published on Eglobalis: https://www.eglobalis.com/ai-in-cx-is-not-the-problem-escalation-failures-are-the-real-trust-gap/ Why trust in AI-driven CX is breaking now Business buyers…
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Are Loyalty Programs Bribes in Disguise?
This article argues that most loyalty programs are transactional bribes disguised as relationships, built on discounts and points rather than a true connection. Drawing on behavioral science and customer experience insights, this article critiques traditional schemes and offers a new path to loyalty through trust, identity, belonging, and purpose-driven engagement that adds real value to the customer-brand relationship.
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The Peak-End Rule in Action: When a Good Ending Covers a Bad Beginning
This article illustrates Daniel Kahneman’s peak-end rule through a real-life customer service story: wrongful charges on a credit card were overshadowed by a quick and positive resolution. This article examines how endings influence customer memory, why some companies may design journeys that capitalize on this bias, and what CX leaders should do to foster trust rather than masking poor practices.
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My CX Crystal Ball: 5 Uncomfortable Trends That Will Shape the Next 5 Years
Five bold, non-mainstream predictions that will redefine customer experience over the next five years. From the death of the average customer to the rise of Emotional ROI, the end of privacy, the AI/automation paradox, and reputation shifts to private channels, this crystal-ball forecast explores how these trends will disrupt CX and what business leaders can do now to stay ahead. Check these controversial crystal-ball future visions for CX in this article!
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- Siirry seuraavalle sivulle