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. While H2H emphasizes human connections, technology plays a pivotal role in facilitating these relationships at scale.

B2C 156

B2C B2B Artificial Intelligence Non-Profits 156

eglobalis

OCTOBER 22, 2017

In the technology industry, specifically within software and hardware usability, design and services, one of the biggest elements that hurts customer experience -- and by that I mean B2B and B2C customers -- is overly-complicated product design.

Customer Experience 364

Customer Experience B2C B2B Technology 364

Intercom, Inc.

DECEMBER 12, 2018

Known as the Martech 5000 — nicknamed after the 5,000 companies that were competing in the global marketing technology space in 2017, it’s said to be the most frequently shared slide of all time. Marketing technology is now the largest portion of total marketing budget (29% on average according to Gartner ).

Technology 223

Technology Technology B2C B2B 223

eglobalis

JULY 25, 2024

A significant portion of European and UK influencers and educators in CX have not directly implemented or transformed CX in B2B or B2C environments. Investment in Technology and Innovation Although technology is a tool to better CX, and is not more crucial than culture, strategy, and execution, it is an enabler of a better CX.

Customer Experience 507

Customer Experience Innovation CX Omnichannel 507

Intercom, Inc.

AUGUST 20, 2020

Unpacking this central conundrum is at the heart of Alex Wolf’ s work – the self-described “consumer-facing anthropologist” has made a career by thinking deeply and talking widely about issues related to the pervasive role of technology in modern life. She asks what are the risks involved in “outsourcing” so many of our skills to technology.

Technology 243

Technology Technology Social Media Start-ups 243

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. By embracing a diverse range of metrics and technologies like AI, businesses can gain a nuanced understanding of customer sentiment.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

eglobalis

SEPTEMBER 16, 2024

Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints. Personalize the Experience B2B customers, like B2C consumers, expect personalized interactions. Invest in scalable technology that supports personalized, data-driven interactions.

B2B 400

B2B Customer Experience Touchpoint B2C 400

ECXO

JUNE 11, 2023

But, many European firms still have a long way to go to reach the levels of CX maturity seen in B2C. Incorporate emerging technologies – staying up to date with emerging technologies can help you create a cutting-edge experience that sets you apart from the competition. How are you doing? And where you need to change strategy.

B2B 390

B2B B2C Touchpoint Customer Satisfaction 390

ECXO

MARCH 6, 2025

It is a comprehensive effort that goes beyond isolated fixes, requiring alignment of leadership, strategy, culture, technology, and processes around the goal of delighting the customer. Transforming customer experience in a B2B organization is as much about changing mindsets and behaviours as it is about new processes or technologies.

CX Transformation 339

CX Transformation B2B CX Government 339

ECXO

AUGUST 12, 2024

All rights reserved © ECXO.org CX Design Matters: The Hidden Key to Boosting Tech Adoption Rates In today’s fast-paced digital world, the design of technological products plays a crucial role in determining their adoption rates and the overall experience they deliver to users. Designed by DALL·E.

CX 395

CX E-commerce Legal B2C 395

ECXO

NOVEMBER 17, 2024

Emotion-Driven Design: Unlocking the Key to Unstoppable Customer Adoption Introduction In the fast-evolving technology landscape, emotional design has emerged as a critical factor influencing adoption rates. This article explores ten essential components that design leaders can employ to enhance emotional adoption in technology.

B2B 390

B2B Technology Technology Customer Loyalty 390

ECXO

DECEMBER 4, 2024

Role of Technology 1. Automated Onboarding Processes: SaaS companies leverage technology to streamline and automate the onboarding process, ensuring a seamless and efficient experience for new customers. It helps determine the profitability and long-term value of the customer. SaaS Companies a. Manufacturing Companies a.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

Intercom, Inc.

MARCH 11, 2021

On the surface, B2B customer support issues might look quite different from those of B2C. But despite these differences, Farhan Virji , VP of Customer Happiness at Later , believes that there is actually quite a lot that B2B support teams can learn from their B2C colleagues. 3 B2C support trends and lessons learned.

B2C 118

B2C B2B Social Media Start-ups 118

Fonolo

JANUARY 8, 2020

There’s an interesting and high-stakes battle taking place right now in the world of customer service: What will be the dominant text-based channel for B2C communications? This is primarily measuring P2P messaging behaviour, which has no real connection to B2C behaviour. SMS remains the most ubiquitous channel, but least flexible.

Scorecard 101

Scorecard B2C Contact Center Omnichannel 101

eglobalis

JUNE 27, 2024

However, while easy to write about, it is much harder to implement in both B2B and B2C contexts. Implementing Technology Solutions Investing in technology that enhances the customer experience is essential. Integrating technology and data analytics helps in gathering and analyzing customer insights to inform decision-making.

Customer Experience 480

Customer Experience Net Promoter Score VOC Government 480

Customer Experience Matrix

MARCH 26, 2014

The other enterprise-level B2C email vendors ( ExactTarget , Responsys ) have already been bought at wondrously high prices, and every B2B marketing automation vendor I talk to tells me that potential investors are approaching them constantly. My only reaction was, What the heck took so long? IBM as an acquirer also makes perfect sense.

B2C 105

B2C B2B Engineering Technology 105

Customer Experience Matrix

JANUARY 3, 2013

Even some of the less prominent B2C products have been acquired recently: Conversen by Experian and Entiera by FICO , although neither of these are enterprise software vendors. The net result of all this harvesting by big buyers has been to clear the ground for the next crop of B2C marketing automation systems.

B2C 95

B2C B2B CRM Customer Relationship Management 95

ECXO

JUNE 19, 2024

In the end of the day, it all only will benefit the customers independent of who your company is serving B2B or B2C. Future Trends and Opportunities Advancements in AI Technology The field of AI is continuously evolving, with new advancements and capabilities emerging regularly.

AI 386

AI Customer Experience Legal Manufacturing 386

Customer Experience Matrix

NOVEMBER 22, 2013

The main theme of the conference was Salesforce1, a new set of technologies that make it vastly easier to deliver and integrate mobile versions of Salesforce-based applications. Any way you slice it, focusing on platform technology is much less exciting than last year''s vision of "social enterprise".

B2C 94

B2C B2B Engineering Sales 94

ECXO

APRIL 28, 2021

Helping customers achieve business outcomes with products is not about the technology but more about the people that use it. The key is to build the capacity of the customer’s people to adopt technology in a way that creates value for them, e.g. increased productivity, increased revenues etc.

B2C 290

B2C CX B2B Business Growth 290

ECXO

JULY 29, 2024

While it’s easy to discuss these concepts, implementing them effectively in both B2B and B2C contexts poses significant challenges. Implementing Technology Solutions Investing in technology that enhances the customer experience is essential. Continuous monitoring and adaptation are crucial.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

Intercom, Inc.

APRIL 7, 2020

” To find out, we surveyed 400 support managers, directors, and executives across both B2B and B2C and affected industries like media, healthcare, and technology. According to our research, 54% of B2B support teams are seeing increased volume, along with 45% of B2C support teams.

B2C 217

B2C B2B Education Healthcare 217

Customer Experience Matrix

JULY 7, 2015

One result is an apparent assumption that future technology will work much better than today’s technology – not because anyone really thinks that future technology will be perfect, but because we can’t see where its imperfections will appear. Being a technology optimist, I assume that data will get better over time.

Technology 106

Technology Technology B2C B2B 106

Customer Experience Matrix

JUNE 2, 2015

B2C CDPs have often included campaign engines that manage triggers, query-based segmentations, and multi-step program flows in addition to predictive models. But even the B2C CDPs rely on external systems such as email agents and Web content managers to deliver the campaign messages.

B2C 78

B2C Machine Learning B2B Engineering 78

Fonolo

JANUARY 8, 2020

There’s an interesting and high-stakes battle taking place right now in the world of customer service: What will be the dominant text-based channel for B2C communications? This is primarily measuring P2P messaging behaviour, which has no real connection to B2C behaviour. SMS remains the most ubiquitous channel, but least flexible.

Scorecard 67

Scorecard B2C Contact Center Omnichannel 67

Intercom, Inc.

FEBRUARY 6, 2020

When a new technology launches, the company’s community of instructors typically publishes a course on it, either months in advance or on the day of. That’s the case for a lot of the new technology that comes out.”. The patterns Yvonne and the team see on the B2C side often foreshadow behavior on the B2B side. “We

B2B 243

B2B B2C Start-ups Sales 243

ECXO

JUNE 20, 2023

Where B2C goes, B2B follows. Fotocomposicion ECXO(1) Article source: The Rising Tide of Brand Purpose in B2B [link] There’s an old adage in customer experience. But, the distinction between the two is fading. CX is everywhere.

B2B 367

B2B Innovation CX Government 367

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

Lumoa

FEBRUARY 9, 2023

The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable. 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

Intercom, Inc.

NOVEMBER 18, 2020

To understand the way support leaders are thinking about automation, we worked with an independent market research firm to survey a random sample of 404 customer support leaders across both B2B and B2C industries in several sectors, including retail, healthcare, and technology. Improved workflows increase collaboration .

Customer Satisfaction 223

Customer Satisfaction B2C Healthcare Customer Expectations 223

Totango

FEBRUARY 11, 2022

B2B customer experience differs from B2C customer experience in several important ways. Because of these factors, B2B sales and renewal cycles may be longer than their B2C counterparts. Technology research firm Gartner projects that by 2025, 80% of B2B interactions between suppliers and buyers will be digital.

B2B 114

B2B Customer Experience B2C Net Promoter Score 114

Customer Think

DECEMBER 6, 2022

As customers’ digital needs and expectations grow, these strategies should include a plan on how to incorporate embedded payments, which B2B businesses can learn from popular B2C use cases. For example, Uber introduced and normalized embedded payments where the […].

B2C 59

B2C B2B Technology Technology 59

Intercom, Inc.

NOVEMBER 12, 2020

Over the course of four weeks, we’re exploring some of the key topics around the past, present, and future of retail, looking at the technologies and behaviors that have enabled – and transformed – shopping as we know it. Welcome to S.H.O.P., our series examining the changes in retail and commerce. Learning from B2B. This time, it’s personal.

Retail 221

Retail B2C B2B Manufacturing 221

Customer Experience Matrix

NOVEMBER 21, 2014

The issue, at least in marketing technology, is that all systems address pretty much the same general problem of sending the right messages to the right customers (in the right time, place, medium, device, language, tone, etc.).

Omnichannel 90

Omnichannel B2C Engineering Start-ups 90

Shep Hyken

JANUARY 10, 2023

B2B or B2C…CX is CX . She shares how companies can design a better experience, in B2B and B2C industries, by focusing on the individual needs of their customers and employees. Whether you are in the B2B or B2C space, think of the end consumer. How does innovation create value?

B2C 20

B2C B2B Innovation CX 20

Customer Think

NOVEMBER 22, 2022

In B2C environments, CRM solutions are essential to maintaining client relationships over time. Managing online retail customers is crucial for any eCommerce platform to run smoothly. Standard CRM systems in eCommerce allow you to register, track, and utilize data about customer interactions.

CRM 136

CRM Business Growth B2C Retail 136

Intercom, Inc.

MARCH 28, 2022

Whether B2C or B2B, all businesses must now deliver digital experiences that are easy to use, delightful, and personal. Technology capabilities were one of the key factors of business success during the height of the COVID-19 pandemic”. As a result, digital technologies are being seen as the critical differentiators they are.

Business Growth 228

Business Growth Touchpoint Sales Technology 228