eglobalis

MARCH 30, 2025

This article examines in detail how businesses in both B2B and B2C contexts are leveraging AI, sentiment analysis, voice-of-customer (VoC) platforms, predictive analytics, and streaming data to capture customer insights in the moment. Crucially, real-time feedback isnt limited to explicit ratings or comments.

AI 326

AI CX Sentiment Analysis Predictive Analytics 326

Zendesk

OCTOBER 20, 2023

Document customer service workflows and processes A customer service workflow is a sequence of actions for a particular task from initiation to completion. B2C companies have a customer base of individual consumers, whereas B2B companies deal with businesses.

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

Lumoa

MARCH 12, 2023

Actionable insights and learnings that help your business grow. Analytics derived from customer contacts are used by the company to reduce costs, identify operational inefficiencies, and improve service for large B2C businesses. The result? Their ultimate goal is to enable you to improve the customer experience.

Customer Experience 78

Customer Experience Customer Journey Map Sentiment Analysis NPS 78