eglobalis

OCTOBER 21, 2024

For mature companies, this level of personalized attention is key to maintaining long-term relationships in both B2B and B2C. Below is a look at real cases where companies took these distinct approaches, including examples from both B2B and B2C environments. Their transparency helped them maintain trust with enterprise clients​.

Social Media 497

Social Media B2B Sentiment Analysis B2C 497

eglobalis

MAY 9, 2023

Designing a differentiated B2B experience – a 22 step challenge The post Designing a differentiated B2B experience – a 22 step challenge appeared first on Eglobalis.

B2B 484

B2B Customer Relationship Innovation CX 484

eglobalis

NOVEMBER 12, 2024

By embedding CX principles deeply into project delivery, service teams can create memorable B2B client experiences that extend beyond deliverables. Conclusion The path to enhanced customer experience in professional services lies in adopting a mindset that sees clients as partners rather than projects.

AI 509

AI Artificial Intelligence B2B CX 509

eglobalis

JUNE 12, 2023

The Rising Tide of Brand Purpose in B2B , The time of brand purpose The post The Rising Tide of Brand Purpose in B2B appeared first on Eglobalis.

B2B 415

B2B Customer Relationship Innovation CX 415

eglobalis

FEBRUARY 24, 2025

AI cannot replace the trust, collaboration and human-led decision-making crucial in B2B customer experiences. AI offers powerful real-time data, but its human strategy that ensures alignment with long-term customer success in B2B ecosystems. B2B customer expectations are always evolving. AI enhances, doesnt replace.

CX 288

CX B2B AI Innovation 288

eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.

B2B 372

B2B Customer Experience Touchpoint B2C 372

eglobalis

DECEMBER 17, 2024

AI in B2B Interactions: Scaling Customer Success AIs transformative power is equally impactful in B2B CX , where it enhances operational efficiency and service effectiveness. As customer expectations in B2B rise, AI will serve as a critical enabler of personalized, high-touch experiences that drive business partnerships forward.

AI 337

AI CX Sentiment Analysis Net Promoter Score 337

eglobalis

MARCH 20, 2023

Evolving Your B2B Customer Experience and Employee Experience Maturity Model? The post Evolving Your B2B Customer Experience Maturity Model? Return to the Customer Experience Key Pillars. The Return to the CX Key Pillars. appeared first on Eglobalis.

Customer Experience Maturity Model 424

Customer Experience Maturity Model B2B CX Customer Experience 424

ECXO

JUNE 11, 2023

It’s a strategic tool that helps B2B companies create meaningful difference in saturated markets. The question most B2B firms should ask themselves is ‘how do we stand out when our products and prices are similar to our competitors’? Prioritise mobile – as we mentioned earlier, B2B buyers want to use their mobiles to research and buy.

B2B 390

B2B B2C Touchpoint Customer Satisfaction 390

ECXO

JUNE 20, 2023

Fotocomposicion ECXO(1) Article source: The Rising Tide of Brand Purpose in B2B [link] There’s an old adage in customer experience. Where B2C goes, B2B follows. But … The value of a purpose-driven strategy hasn’t always been obvious in B2B. This includes B2B. CX is everywhere.

B2B 367

B2B Innovation CX Government 367

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. B2B companies typically serve fewer, larger clients, making every relationship critical.

AI 312

AI CX Sentiment Analysis Predictive Analytics 312

eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. At the same time, B2B customer expectations have risen.

CX 232

CX CX Transformation B2B B2C 232

eglobalis

OCTOBER 14, 2024

The same applies to B2B and B2C. For example, the customer expectations for a B2B tech company will differ significantly from those for a consumer-facing retail brand. My Take: ECXO’s approach is innovative and practical, led by people who actively help B2B and B2C companies.

Education 444

Education Customer Experience Customer Journey Map Innovation 444

eglobalis

AUGUST 1, 2023

How to use emotional design in CX to escape the B2B commodity trap , customer experience, product experience The post How to use emotional design in CX to escape the B2B commodity trap appeared first on Eglobalis.

B2B 335

B2B CX Customer Experience Customer Relationship 335

eglobalis

JULY 26, 2023

Anywhere, everywhere, all at once – integrating technology in B2B omnichannel design The post Anywhere, everywhere, all at once – integrating technology in B2B omnichannel design appeared first on Eglobalis.

Omnichannel 317

Omnichannel B2B Technology Technology 317

PeopleMetrics

JANUARY 31, 2025

When I first wrote Listen or Die , one thing was clear: B2B and B2C VoC programs are not the same. But what has changed is how AI is transforming both B2B and B2C VoC, helping companies capture insights more efficiently, analyze feedback at scale, and prioritize the right actions faster than ever before. That hasnt changed.

VOC 98

VOC B2C B2B AI 98

eglobalis

MARCH 24, 2025

[link] Boston Consulting Group How AI Agents Are Opening the Golden Era of Customer Experience.

Contact Center 323

Contact Center AI Compliance Machine Learning 323

eglobalis

DECEMBER 4, 2024

Assertions that advancements in artificial intelligence (AI) and automation will replace human-led CX strategies overlook the complexity of customer relationships, the role of cultural nuances, and the limitations of technology in addressing human-centric needs across both B2B and B2C environments.

B2B 414

B2B Artificial Intelligence AI Construction 414

eglobalis

MARCH 18, 2025

If you enjoyed this article, feel free to follow me or connect with me on [link] Sources: Empathy Won t Save You: Why CX Thrives on Action, Not Sentiment but Outcomes?

AI 352

AI Artificial Intelligence CX Legal 352

ECXO

JULY 22, 2024

Unlocking B2B Success: The Essential Role of Onboarding, Design, and Customer Experience In the competitive world of B2B software and services, the trifecta of effective onboarding, innovative design, and exceptional customer experience is pivotal for driving adoption and fostering long-term customer relationships.

B2B 207

B2B Customer Experience Customer Loyalty Gaming 207

ECXO

MARCH 21, 2023

A customer-centric culture must ensure that every interaction between the customer and the organisation is tailored to the customer’s individual preferences, culture and needs –(on B2C 100% and on B2B too.) Just in B2B, the challenges are greater to achieve great experiences, but data analytics definitely helps.

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

Callminer

DECEMBER 8, 2021

Whether your sales reps are doing cold outreach or play a role in the decision-making phases of the sales funnel, insights from B2B sales conversations can help improve your bottom line. Learn how.

B2B 182

B2B Sales 182

ECXO

SEPTEMBER 6, 2023

B2B has been paying attention. In this article, I explore how B2B businesses are integrating various channel and touchpoint technologies to create a consistent, frictionless customer experience. They’re using AI and automation to solve the complexities of B2B buying. Chatbots are becoming a staple in the technology stack.

Omnichannel 156

Omnichannel B2B Technology Technology 156

Heart of the Customer

SEPTEMBER 28, 2022

In my new book, Do B2B Better, which comes out next week on CX Day, I provide deep dives into numerous real-world customer experience programs and lots of […]. The post Do B2B Better Excerpt #3: Dow appeared first on Heart of the Customer.

B2B 148

B2B CX Voice of the Customer Customer Experience 148

ECXO

MAY 19, 2024

In this episode, we explore how to succeed with B2B CX. With experience in manufacturing and previous roles in companies that sell directly to consumers, Irina Mostovaya, a Customer Experience Specialist from Finland, shares the lessons learned from operating in B2B CX.

CX 348

CX Manufacturing B2B Customer Experience 348

eglobalis

JULY 2, 2024

This article delves into these critiques, exploring how NPS fares across diverse business landscapes—both in B2B and B2C environments. B2B vs. B2C Perspectives In B2C environments, where transactional interactions are straightforward and brand loyalty is clearer, NPS can serve as a reliable indicator of customer advocacy and satisfaction.

NPS 450

NPS Customer Feedback Net Promoter Score B2C 450

Heart of the Customer

SEPTEMBER 22, 2022

In my new book, Do B2B Better, which comes out next month on CX Day, I provide deep dives into numerous real-world customer experience programs and lots of practical […]. The post Do B2B Better Excerpt #2: Nancy Flowers appeared first on Heart of the Customer.

B2B 148

B2B CX Voice of the Customer Customer Experience 148

Heart of the Customer

SEPTEMBER 20, 2022

In my new book, Do B2B Better, which comes out next month on CX Day, I provide deep dives into numerous real-world customer experience programs and lots of practical tips. The post Do B2B Better Excerpt #1: Roxie Strohmenger appeared first on Heart of the Customer. But I am particularly […].

B2B 148

B2B CX Customer Experience 148

Heart of the Customer

SEPTEMBER 30, 2022

In my new book, Do B2B Better, which comes out next Tuesday, on CX Day, I provide deep dives into numerous real-world customer experience programs and lots of practical tips. […]. The post Do B2B Better Excerpt #4: XYZ Software appeared first on Heart of the Customer.

B2B 29

B2B CX Voice of the Customer Customer Experience 29

Heart of the Customer

SEPTEMBER 22, 2022

In my new book, Do B2B Better, which comes out next month on CX Day, I provide deep dives into numerous real-world customer experience programs and lots […]. The post Do B2B Better Excerpt #2: Nancy Flowers appeared first on Heart of the Customer.

B2B 29

B2B CX Voice of the Customer Customer Experience 29

eglobalis

AUGUST 19, 2024

We’ll also highlight real-world cases where companies have moved away from NPS in both B2B and B2C contexts. NPS: A Misleading Metric For B2B In Unprecedented Times? This article delves into the primary frustrations with NPS, explores alternative metrics, and examines why NPS is better suited for transactional evaluations.

NPS 434

NPS Net Promoter Score VOC Actionable Insights 434

ECXO

NOVEMBER 17, 2024

Studies show that emotional satisfaction significantly impacts technology adoption rates, even in highly rational B2B environments, where technology is often seen as a commodity. Slack (USA) – B2B Slack, a collaboration platform, has effectively utilized emotional design to enhance user engagement.

B2B 390

B2B Technology Technology Customer Loyalty 390

ECXO

MAY 14, 2024

The Evolution of Business Relationships: Not B2B nor B2C, but H2H In the ever-evolving world of business, a new paradigm is emerging that transcends traditional models and approaches to commerce, which I am a big defender of. So, shall we embark on the journey of becoming more human?

B2C 156

B2C B2B Artificial Intelligence Non-Profits 156

eglobalis

FEBRUARY 13, 2025

For businesses, especially in complex B2B environments, recognizing problems without taking decisive action only amplifies frustration. While its critical to listen, understand and acknowledge pain points, the uncomfortable truth remains: Empathy solves nothing on its own.

Predictive Analytics 287

Predictive Analytics CX AI NPS 287

ECXO

AUGUST 12, 2024

This article explores the top MarTech solutions that are revolutionizing CX, the challenges the industry faces, and how these technologies are being leveraged across different global markets to drive B2B success. Become a member now: [link] Global Impact of MarTech on B2B CX Created by DALL-E with all rights reserved to ECXO.org.

Customer Experience 366

Customer Experience Social Media Predictive Analytics Machine Learning 366

Customer Think

OCTOBER 27, 2021

Every year, Content Marketing Institute and Marketing Profs release their latest B2B marketing research. This year the report includes a chart of current B2B content marketing challenges. A few of them surprised me as I thought (or hoped) we had beaten.

B2B 143

B2B 143