ECXO

MAY 19, 2024

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. In this episode, we explore how to succeed with B2B CX.

CX 348

CX Manufacturing B2B Customer Experience 348

ECXO

JUNE 19, 2024

Experts are needed to validate and refine AI-generated concepts, ensuring they are manufacturable and align with user expectations. For example, industrial designers often need to refine AI outputs using image-editing software to address practical considerations like manufacturability and usability.

AI 386

AI Customer Experience Legal Manufacturing 386

Zendesk

JUNE 20, 2023

Manufacturing companies can anticipate the future and show up strongly against competitors by delivering great customer service. Our State of Manufacturing report offers examples of how companies are evolving their customer relationships. The post State of Manufacturing CX 2023 appeared first on Zendesk.

Manufacturing 97

Manufacturing CX AI Customer Relationship 97

Futurelab

FEBRUARY 17, 2025

The greatest manufacturer in the worldToyotahas it down to a core principle, Kaizen, which means continuous improvement. As a CX manager, starting with whats achievable will also save you from a burnout. The principle of Done is better than perfect also means that you never stop striving for perfection. Dont overpromise. Improve continuously.

Manufacturing 130

Manufacturing Touchpoint CX Customer Experience 130

Zendesk

OCTOBER 17, 2022

Workers on production lines, assembling industrial goods with wrenches is one image that usually comes to mind when people think of the manufacturing industry. For manufacturers that embrace these new technologies, the opportunities are vast. Zendesk provides flexible, easy-to-use tools for manufacturers. Manufacture better CX.

Manufacturing 98

Manufacturing AI Artificial Intelligence ML 98

Customer Think

AUGUST 6, 2021

Hefty interest in customization, expanding client expectations, the intricacy of the worldwide supply chain, and other numerous difficulties urge manufacturers to find reliable, new, and more creative approaches to endure in the race.

Manufacturing 113

Manufacturing Technology Technology 113

ECXO

AUGUST 15, 2023

The concept of digital twins first came about in manufacturing in the early 2000s, where simulations of manufacturing systems, machines, and processes are created for the purposes of predictive maintenance or quality control.

Manufacturing 294

Manufacturing Artificial Intelligence Legal Machine Learning 294

Zendesk

MARCH 24, 2023

There has been plenty for the manufacturing industry to be concerned about in recent times. Despite the challenges, the manufacturing industry continued to grow in 2022. Only those manufacturers that continue to adapt will thrive, and AI plays a major role in revolutionizing operations. And yet, there are causes for optimism.

Manufacturing 98

Manufacturing AI Machine Learning Healthcare 98

eglobalis

SEPTEMBER 16, 2024

Mini Business Cases Elevator Manufacturer: Schindler Group Case Schindler, a European elevator manufacturer, identified a gap in their customer journey. Globally , businesses should implement unified training frameworks that can be adapted locally, ensuring the company’s CX standards are met across all regions.

B2B 372

B2B Customer Experience Touchpoint CX 372

Heart of the Customer

APRIL 6, 2023

Now, I’m turning to the related field of manufacturing. Many manufacturing companies also offer distribution, so make sure to review that post, too. This week, I will dive into the specific impacts of CX in traditional manufacturing – and […] The post How Do I Get Manufacturing Executives to Care About CX?

Manufacturing 78

Manufacturing CX Customer Experience B2B 78

Customer Think

SEPTEMBER 4, 2024

Manufacturing, a key component of global economies, is a complicated process that calls for precise quality control and intricate machinery. Product defect detection has traditionally been a labor-intensive process. It usually necessitates human inspection at various production stages.

Manufacturing 64

Manufacturing AI Technology Technology 64

Futurelab

JULY 12, 2024

Last week we talked about manufacturers who have to disperse their customer experience standards to the vast network of importers, distributors, and other retail partners. Understanding what moments in their journeys are so crucial you simply CANNOT mess them up is mission critical for any CX manager in a B2B organisation or manufacturer.

Manufacturing 162

Manufacturing Construction B2B Retail 162

ECXO

MARCH 6, 2025

New technologies like IoT (Internet of Things ) and AI can even enable predictive service for instance, a manufacturing equipment supplier using IoT sensors to detect when a machine at the client site will need maintenance, and proactively scheduling it to prevent downtime.

CX Transformation 339

CX Transformation B2B CX Government 339

Customer Think

FEBRUARY 2, 2024

Artificial Intelligence (AI) is transforming the manufacturing industry, leading it to a new era of innovation and efficiency. By leveraging artificial intelligence, manufacturers are optimizing their operations, enhancing supply chains, and overcoming challenges. enables manufacturers to refine production […]

Artificial Intelligence 59

Artificial Intelligence Manufacturing Innovation AI 59

Customer Think

APRIL 11, 2023

Now, I’m turning to the related field of manufacturing. Many manufacturing companies also offer distribution, so make sure to review that post, too. Last week I spoke about how to get distribution executives to care about customer experience (CX).

Manufacturing 64

Manufacturing CX Customer Experience 64

Uniphore

DECEMBER 27, 2021

Discussing the largest such implementation—built for a leading chemical manufacturer with more than 400 agents globally—he described the challenge and how automation helped Tech Mahindra realize its client’s goals: “The complexity around this program was very, very high,” Sathiaraj explains.

Manufacturing 211

Manufacturing AI Engineering Technology 211

SugarCRM

SEPTEMBER 24, 2024

The cornerstone of carrying business today, especially in manufacturing, is the ability to foster collaboration across teams, departments, and even across the supply chain. As such, collaborative manufacturing became a central theme in modern manufacturing, powered by CRM tools. Here’s where CRM tools enter the scenario.

Manufacturing 48

Manufacturing CRM Innovation Customer Feedback 48

SugarCRM

AUGUST 27, 2024

The manufacturing landscape is both competitive and dynamic. For decades, manufacturers struggled to anticipate demands, better manage resources, and ensure streamlined operations to meet customer expectations and remain relevant and profitable. Besides, analytics based on CRM data can also offer insights into demand forecasting.

Manufacturing 49

Manufacturing CRM ML Predictive Analytics 49

TeamSupport

APRIL 12, 2024

In manufacturing, effective customer support requires technology that spans geographical boundaries and provides a wealth of knowledge. One customer, POMS manufacturing , noted the rapid growth of its knowledge base after implementing TeamSupport: “Before TeamSupport, we had about 20-40 logins to our knowledge base per month.

Manufacturing 52

Manufacturing AI Technology Technology 52

Intercom, Inc.

MARCH 23, 2018

When they first built the MacBook Pro from a solid piece of aluminum, they went to great lengths to show the manufacturing process and explain exactly why this was their most durable and polished design yet. It reminds me of how Apple market their products.

Manufacturing 220

Manufacturing Sales Gaming Technology 220

TeamSupport

APRIL 23, 2024

Customer support in manufacturing is not just a service, but a commitment to nurturing a long-term partnership. The adoption of TeamSupport’s technology offers numerous benefits for manufacturing companies. For companies operating in the manufacturing industry, communication across time zones is imperative.

Manufacturing 52

Manufacturing Technology Technology Predictive Analytics 52

eglobalis

OCTOBER 9, 2024

Siemens (Germany) Siemens, a leader in industrial automation, received several requests from its manufacturing clients for improved real-time data analytics tools. This solution not only satisfied the original customer but also opened new possibilities for other businesses, making Salesforce’s platform even more versatile.

Customer Feedback 509

Customer Feedback Compliance Innovation B2B 509

Customer Think

NOVEMBER 30, 2023

Introduction The manufacturing sector has had its CX challenges as the world came out of the pandemic with supply chain issues exacerbating the problem further. Though CX has become very important to this sector especially as branded manufacturers forward-integrate into direct business-to-consumer models, it has been stagnant at best.

Manufacturing 59

Manufacturing CX Omnichannel Customer Experience 59

Futurelab

JULY 5, 2024

Like many manufacturers, they work with importers, distributors, service points, and other retail partners who ultimately deliver customer experience. Remember last week’s tire company? During our customer journey project for them, we realised that their success heavily depended on the vast network of “indirect” customers.

Manufacturing 162

Manufacturing CX Retail Customer Experience 162

Futurelab

MAY 15, 2024

A client of ours, a testing device manufacturer, had a service contract that promised replacement of broken equipment within the next 3 business days. But I would still argue that the biggest customer impact can be made by changing something mundane and familiar, often barely visible on the outside.

VOC 162

VOC Manufacturing Voice of the Customer Innovation 162

Futurelab

MAY 3, 2024

Here is another story about it from our work for the contact center of a car manufacturer. #NoBullshitCX #20yearsFuturelab “See the bigger picture.” Remember last week’s column on the outsider’s perspective? We reviewed their overall CX strategy (more on this topic later) and looked at the way they operated–from a customer perspective.

Manufacturing 162

Manufacturing Contact Center CX 162

Customer Think

APRIL 25, 2021

Imagine a car manufacturer that does not allow any vehicle customization, or a retail bank. To meet the needs of the empowered 21st Century consumer, most companies, especially larger enterprises, need to embark on a customer experience transformation.

Customer Experience 144

Customer Experience Manufacturing Retail Innovation 144

Zendesk

MAY 24, 2023

It’s fair to say the manufacturing industry is on the fast track to digital transformation. It’s no surprise that manufacturers are looking for ways to cut costs while still maintaining quality. Here are four ways manufacturers are using AI in customer support and seeing big results.

Manufacturing 52

Manufacturing AI Artificial Intelligence Invoicing 52

SurveySensum

SEPTEMBER 13, 2023

In the dynamic landscape of B2B manufacturing, where innovation is the lifeblood of progress, the power of customer feedback cannot be overstated. And in this blog, we will explore the top 10 manufacturing feedback tools that can redefine your interactions with clients. What are B2B manufacturing feedback tools? user/month 4.4

Manufacturing 52

Manufacturing B2B Compliance NPS 52

Futurelab

APRIL 26, 2024

When we advised a global electronics manufacturer on their innovation process, I thought their heads of R&D would bite my head off for even thinking of changing it. #NoBullshitCX #20yearsFuturelab “Consumers should care. Check that.” Ever tried to convince engineers they are doing something wrong?

Engineering 162

Engineering Manufacturing Innovation Start-ups 162

Beyond Philosophy

JULY 26, 2017

That is what manufacturers are banking on with their strategy to reduce the amount included in your purchase price. It happens because the manufacturer reduces the volume of the package. The reason manufacturers are resorting to reducing the size of their candy bars, and toilet tissue is because of manufacturer’s inside-out approach.

Manufacturing 120

Manufacturing Social Media Start-ups Customer Experience 120

eglobalis

MARCH 30, 2025

Even outside of tech, B2B manufacturers and service providers are using IoT and data analytics to monitor customer operations and anticipate needs. This approach proved valuable during the pandemic when face-to-face meetings were limited; companies that had strong analytics on product adoption could still gauge customer engagement remotely.

AI 312

AI CX Sentiment Analysis Predictive Analytics 312

Zendesk

JUNE 29, 2023

According to research, 66 percent of manufacturers are planning to launch their own e-commerce operations within the next two years. To anyone familiar with well-worn manufacturing go-to-market strategies, this may come as a surprise. Why wouldn’t a manufacturer want a piece of that action? Times are changing. and it’s working.

Manufacturing 52

Manufacturing E-commerce AI Sentiment Analysis 52

ECXO

JUNE 11, 2023

5 examples of brilliant CX design Volkswagen – German automobile manufacturer Volkswagen has developed an online configurator that allows customers to design their own car and visualise it in 3D, providing a personalised and engaging experience. And where you need to change strategy.

B2B 390

B2B B2C Touchpoint Customer Satisfaction 390

Customer Think

OCTOBER 18, 2021

Brand Monitoring A brand is not defined by the product it manufactures. […]. The contextual analysis of identifying information helps businesses understand their customers’ social sentiment by monitoring online conversations. Application of Sentiment Analysis 1.

Sentiment Analysis 132

Sentiment Analysis Manufacturing 132

Retently

MARCH 29, 2023

Tesla currently holds a satisfaction rating of 96 , outscoring every other car manufacturer company in Net Promoter Score® ratings. The technology has received positive customer reviews and helped differentiate Tesla from other automobile manufacturers. Remarkably safe. Tesla Model S was awarded a 5.4-star

Net Promoter Score 195

Net Promoter Score NPS Manufacturing Customer Satisfaction 195

Customer Think

OCTOBER 30, 2021

Retailers play an important role in promoting product consumption and manufacturing, serving as a ‘gatekeeper’ between manufacturers and consumers throughout the entire lifespan. They have the potential to play a significant role in increasing consumption and production.

Retail 111

Retail Manufacturing Sales Technology 111