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

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 461

NPS Customer Feedback Net Promoter Score B2C 461

ECXO

JULY 10, 2024

The Need for Comprehensive Metrics in B2B and B2C Contexts In B2C environments, where interactions are more transactional, NPS can be a useful indicator of customer advocacy. However, in B2B settings, characterized by complex decision-making and long-term relationships, NPS often falls short.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

Customer Experience Matrix

AUGUST 27, 2015

Predictive analytics vendor Fliptop today announced its acquisition by B2B social network LinkedIn. It's an interesting piece of news but I'm personally disappointed at the timing because I have been planning all week to write a post about the relationship between predictive analytics and account-based marketing (ABM).

Predictive Analytics 108

Predictive Analytics B2B Technology Technology 108

Customer Experience Matrix

JULY 31, 2015

Yesterday I released the mid-year edition of the VEST Report on B2B marketing automation vendors, thereby meeting my self-imposed deadline of July 31. Lest you think I’m just plain cranky, be assured that I see lots of exciting things happening in predictive analytics, data aggregation and enrichment, automated intelligence, and other areas.

B2B 108

B2B Predictive Analytics B2C Education 108

Retently

AUGUST 5, 2024

Welcome to The Ultimate Guide to the Best B2B NPS Software of 2024 ! So, let us guide you through the best B2B NPS software options of 2024. B2B mid-market businesses need advanced features and scalability. Powerful analytics and integration capabilities designed to support growing businesses are a must.

NPS 101

NPS B2B Net Promoter Score Actionable Insights 101

CSAT.AI

SEPTEMBER 25, 2017

Interestingly, Revuze was named by CB Insights as an “early stage Israeli B2B Software Company to Watch.” CB Insights used their own AI-powered software, Mosaic, which uses public data and predictive algorithms to provide intelligence on private companies, to compile the list. Analyze your data and data-gathering tools.

Artificial Intelligence 59

Artificial Intelligence Predictive Analytics Unstructured Data Sentiment Analysis 59

ClearAction

JANUARY 14, 2015

How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? High-Touch in B2B Customer Experience. As such, many CXM practices formalized by business-to-consumer (B2C) firms may have a different label and may be less formal, taken for granted and less visible in B2B CXM.

Customer Experience Management 97

Customer Experience Management CXM Customer Experience B2B 97

Customer Experience Matrix

APRIL 15, 2015

I actually found this concern a bit overwrought – there are other segments, most obviously B2B marketing automation itself, that support many dozens of similar vendors. By that standard, predictive analytics is still far from overcrowded. lead scoring marketing automation marketo predictive analytics predictive marketing'

Predictive Analytics 110

Predictive Analytics Engineering Start-ups B2B 110

Totango

FEBRUARY 12, 2025

Why customer health is vital for enterprise growth Enterprise B2B organizations often face a daunting challenge how to maintain strong relationships when managing thousands of customers across multiple verticals, regions, and use cases. Leverage predictive analytics: Use technology to forecast risks before they escalate.

Actionable Insights 62

Actionable Insights Predictive Analytics AI Construction 62

ClearAction

JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. B2B firms often have dedicated sales teams who pursue strong relationships with customers. Built-in B2B Customer Experience Governance 1.

Government 62

Government B2B CXM Customer Experience 62

Experience Investigators

JULY 9, 2024

We unravel how customer success principles are reshaping B2C and B2B industries on this special CX Pulse Check edition of the Experience Action Podcast, with Jeannie Walters and special co-host David Sakamoto. Curious about how AI can elevate customer engagement and productivity?

CX 103

CX Artificial Intelligence Predictive Analytics B2C 103

Customer Experience Matrix

AUGUST 5, 2014

I finished the latest release of the B2B Marketing Automation Vendor Selection Tool (VEST) yesterday, which is always a great relief. So a clear-eyed understanding of how marketing automation is actually used, as opposed to what people are talking about, would have predicted analytics as the focus of vendor attention.

Predictive Analytics 103

Predictive Analytics B2B CRM 103

Lumoa

FEBRUARY 9, 2023

But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease? By the way, did you know that Lumoa’s analytics is powered by AI? The situation when B2B CX was very distant from B2C CX has been rapidly changing.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

InteractionMetrics

APRIL 17, 2025

Where It Falls Short: Less advanced for predictive analytics and large-scale enterprise research. Where It Falls Short: Fewer analytics and advanced research toolsnot ideal for complex enterprise needs. CustomerGauge CustomerGauge is purpose-built for B2B organizations that want to connect customer feedback directly to revenue.

E-commerce 40

E-commerce Hospitality Hospitality Sentiment Analysis 40

ECXO

NOVEMBER 16, 2023

Predictive analytics are being used to anticipate customer needs, identify likely issues and and work out what comes next. Like me, you’ll have read lots of stories in your feeds about how ChatGPT, the most famous GenAI tool on the block, is predicted to cause ‘ internet-level disruption ‘. Then ChatGPT happens.

AI 194

AI CX Customer Experience Artificial Intelligence 194

Customer Experience Matrix

FEBRUARY 5, 2015

I just finished the latest release of the B2B Marketing Automation Vendor Selection Tool , a.k.a. Predictive analytics are growing quickly but so far are still done by specialized vendors rather than built into the marketing automation platform. VEST Report. Surely mobile can do more than that.

B2B 93

B2B Predictive Analytics CRM Machine Learning 93

SugarCRM

MAY 3, 2022

Since you focus primarily on B2B marketing, your emails must reach prospects and subscribers at times when they conduct business. Though the answer can vary for every sender, research reveals common trends for when your B2B audiences will respond best. The Best Days and Times for B2B Email. Why Does B2B Email Send Time Matter?

B2B 40

B2B Real Estate Social Media Predictive Analytics 40

Lumoa

MARCH 20, 2018

But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease? By the way, did you know that Lumoa’s analytics is powered by AI? The situation when B2B CX was very distant from B2C CX has been rapidly changing.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Customer Experience Matrix

SEPTEMBER 26, 2013

That may not sound very new, but most B2B marketing automation products today build very limited databases while most B2C marketing automation products rely entirely on an external data warehouse. CDPs are systems that help marketers build and update customer databases, and make those databases available to support marketing programs.

Predictive Analytics 97

Predictive Analytics CRM Social Media B2C 97

Customer Experience Matrix

DECEMBER 8, 2016

Many other tools, such as B2B predictive analytics and customer success systems, create their own database for exactly the same reason. The fact that most JOEs create a database is just the matter of necessity: most companies don’t have a database in place, so the JOE must build one in order to do the fun stuff (orchestration).

Predictive Analytics 93

Predictive Analytics B2B Engineering 93

TeamSupport

DECEMBER 20, 2023

In 2024, businesses should focus on proactive support strategies, such as predictive analytics and AI-driven insights, to identify potential issues and address them before customers even realize there's a problem.

Artificial Intelligence 108

Artificial Intelligence Predictive Analytics Omnichannel Machine Learning 108

Shep Hyken

OCTOBER 6, 2022

The research sample consisted of data collected from some 18,537 customers of 24 large organizations from 9 different industry sectors, and the analysis included conducting structural equation modeling predictive analysis on 59 customer groups.

Predictive Analytics 65

Predictive Analytics Customer Journey Map Touchpoint Customer Relationship 65

Customer Bliss

MAY 4, 2017

Citrix did some great work at that time on predictive analytics and intentional customer experience, as a side note. There was a psychological reason for this, of course: business to business customer experience is often about “the body slam,” or B2B becoming the hero. Love it when that happens.)

Customer Experience 64

Customer Experience Net Promoter Score B2B Invoicing 64

Customer Experience Matrix

JANUARY 20, 2016

Intent data is one of hottest topics in marketing today – see, for example, Oracle’s recent purchase of AddThis. But while the promise of intent data is irresistible – “reach prospects with demonstrated interest in your product!” – the reality is less appealing.

B2B 54

B2B CRM Sales Start-ups 54

Gainsight

APRIL 10, 2023

B2B customers are expecting round-the-clock help (similar to B2C customers). Key Drivers of Digital CS in 2023 Increased Competition: With the increasing number of B2B SaaS companies in the market, competition has become fierce.

B2B 59

B2B Outlook Customer Retention Omnichannel 59

Customer Experience Matrix

MARCH 23, 2016

It’s also unusual in attracting people from both B2B with B2C companies, two groups that rarely mix. The spotlight has clearly moved from predictive analytics. As usual, I spent much of my conference time prowling the exhibition booths. ABM is still the current focus but it’s starting to feel dangerously familiar.

Technology 59

Technology Technology Artificial Intelligence Predictive Analytics 59

SugarCRM

JUNE 14, 2021

By documenting interactions within the full context of what has happened to date and processing that information through predictive analytics, time-aware CX has helped businesses make truly informed decisions. In turn, this has eased a whole range of processes including—most importantly—lead generation and conversion.

B2B 45

B2B Predictive Analytics CX Innovation 45

SugarCRM

JANUARY 2, 2024

The B2B marketing landscape never stops evolving. Predictive analytics can also be integrated with marketing automation applications. Infusing predictive analytics into your marketing initiatives helps you stay one step ahead of your competition and market trends.

B2B 29

B2B Predictive Analytics CRM AI 29

Customer Experience Matrix

MAY 7, 2015

But those vendors focus on finding prospects for B2B sellers. Marketers in particular are thinking about it as they adjust to rapidly changing technologies that increasingly rely on predictive analytics and other automation for effective management. If any of them offers a competitor identification service, I’m not aware of it.

Artificial Intelligence 106

Artificial Intelligence AI Sentiment Analysis Predictive Analytics 106

SurveySensum

FEBRUARY 4, 2025

The tool is AI-powered and especially suitable for B2B, automotive , SaaS , Telecom, Retail, Insurance, Healthcare, and NBFC industries. month Have broad use case, from small to large business Top GDPR-Compliant Survey Platforms in 2025 Finding the right survey platform that balances solid features with GDPR compliance is a tall order.

Compliance 52

Compliance Start-ups Healthcare AI 52

Zendesk

OCTOBER 5, 2022

It’s also why we introduced Slack Direct Messages in Zendesk —B2B companies can now talk to their customers wherever they are. Analytics and KPI dashboards can also help you track agent performance and identify issues before they start to impact service quality, and predictive analytics can be used to drive proactive support.

Innovation 98

Innovation CX Omnichannel Predictive Analytics 98

SugarCRM

JULY 9, 2021

For B2B marketers, that might mean the industry, company size, or annual revenue. With this information, marketers can build a B2B buyer persona and develop appropriate marketing techniques that hyper-target prospects. According to the Harvard Business Review , customer understanding is 1.3 But what is customer understanding?

B2B 26

B2B Predictive Analytics CRM Engineering 26

SugarCRM

APRIL 7, 2022

Now more than ever, companies need the power of data insights and predictive analytics to navigate the new normal. This article was initially published on B2B Marketing. The pandemic put the kibosh on in-person sales meetings and fueled a rise in the adoption of digital channels for sales interactions.

Technology 52

Technology Technology Sales Predictive Analytics 52

SurveySensum

FEBRUARY 17, 2025

Ideal for : Small to Medium to large size companies, across different industries automotive, B2B, SaaS, Telecom, and NBFC. AI-Driven Insights : Does it provide automated trend detection and predictive analytics? Pricing : The prices for this tool start from $99 per year.

Text Analytics 52

Text Analytics Sentiment Analysis Social Media Machine Learning 52

SurveySensum

JANUARY 16, 2025

While Qualtrics is noted for its predictive analytics and advanced surveys, SurveyMonkey is known for its user-friendly drag-and-drop user interface and automated NPS calculation. The solution works best for industries like Education, Healthcare software, Technology, Retail , Financial Services, B2B, Travel, Hospitality, etc.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

Intercom, Inc.

APRIL 15, 2021

Essentially, one of the things we were realizing is that we were a predictive analytics tool working for a lot of retail companies, trying to help them figure out which customers have more potential than others and what kind of products to surface to them. Francis: Yeah, I mean, there’s a couple of big plans on our side.

AI 118

AI Start-ups B2B Predictive Analytics 118