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. Think of the star rating prompt right after an Uber ride, or the thumbs-up/down after a Netflix episode.

AI 356

AI CX Sentiment Analysis Predictive Analytics 356

Customer Experience Matrix

MAY 20, 2013

After all, Silverpop’s twin heritages in B2C email and B2B marketing automation both use simple data models: flat lists for email and basic lead/contact/account tables for B2B marketing automation. This is what they get from a CDP. It’s less surprising to see another CDP system than to see it coming from Silverpop.

Customer Experience 122

Customer Experience B2B B2C Social Listening 122

Zendesk

OCTOBER 20, 2023

gated-cta-in-post] Customer service plan examples Business-to-consumer (B2C) and business-to-business (B2B) companies both use customer service plans to enhance the customer experience and to provide guidelines for uniform interactions. 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

Analytics derived from customer contacts are used by the company to reduce costs, identify operational inefficiencies, and improve service for large B2C businesses. Its primary features include survey creation, sentiment analysis, social listening, and AI-powered insights.

Customer Experience 78

Customer Experience Customer Journey Map Sentiment Analysis NPS 78

Aquire

OCTOBER 26, 2021

B2C technology companies knock it out the park with this type of personalization. Spotify’s yearly reports on what music each user listened to, Netflix’s “Because you watched X”, and so on. Social listening and responding is also a great opportunity for individualized engagement. The curated. The customized.

CX 52

CX Artificial Intelligence Entertainment Retail 52

SurveySensum

SEPTEMBER 19, 2022

There are majorly three types of data sources for gathering VOC data and they differ for B2B and B2C. . Social media channels and forums are great examples of indirect VOC data sources. With social listening, you can cater to all this chatter on the web. STEP 1: Identify the data sources and gather them in one place.

VOC 52

VOC Social Media Voice of the Customer Sentiment Analysis 52