Oracle

MARCH 15, 2018

Oracle Modern Customer Experience 2018 will take place April 10 – 12 in Chicago, with 250+ planned sessions focusing on the hottest topics in customer experience. Over 150 of these sessions will focus specifically on marketing trends and technologies. Ready to register now for Modern Customer Experience 2018?

Marketing 47

Marketing Customer Experience B2C B2B 47

Lithium

AUGUST 2, 2018

We are pleased to announce our esteemed panel of 2018 Lithy Award Judges: Joe Cothrel, Former Chief Community Officer @ Lithium Technologies- In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world. Rules and overview of 2018 can be found here. Follow him on Twitter.

Meeting 40

Meeting Social Media B2C Conference 40

Lithium

AUGUST 2, 2018

We are pleased to announce our esteemed panel of 2018 Lithy Award Judges: Joe Cothrel, Former Chief Community Officer @ Lithium Technologies- In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world. Rules and overview of 2018 can be found here. Follow him on Twitter.

Meeting 40

Meeting Social Media B2C Conference 40

Lithium

AUGUST 2, 2018

We are pleased to announce our esteemed panel of 2018 Lithy Award Judges: Joe Cothrel, Former Chief Community Officer @ Lithium Technologies- In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world. Rules and overview of 2018 can be found here. Follow him on Twitter.

Meeting 40

Meeting Social Media B2C Conference 40

Lithium

AUGUST 2, 2018

We are pleased to announce our esteemed panel of 2018 Lithy Award Judges: Joe Cothrel, Former Chief Community Officer @ Lithium Technologies- In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world. Rules and overview of 2018 can be found here. Follow him on Twitter.

Meeting 40

Meeting Social Media B2C Conference 40

Lithium

SEPTEMBER 20, 2018

It’s time to party and celebrate our 2018 Lithy finalists! Our 2018 Lithy finalists are: Digital All-Star. Demonstrate how leveraging technology has powered a successful holistic approach to delivering world-class digital customer experiences. B2C Community Innovator. There is no cost to attend this bash. Topline Titan.

Social Media 40

Social Media B2C B2B Metrics 40

Lithium

SEPTEMBER 20, 2018

It’s time to party and celebrate our 2018 Lithy finalists! Our 2018 Lithy finalists are: Digital All-Star. Demonstrate how leveraging technology has powered a successful holistic approach to delivering world-class digital customer experiences. B2C Community Innovator. There is no cost to attend this bash. Topline Titan.

Social Media 40

Social Media B2C B2B Metrics 40

Lithium

SEPTEMBER 20, 2018

It’s time to party and celebrate our 2018 Lithy finalists! Our 2018 Lithy finalists are: Digital All-Star. Demonstrate how leveraging technology has powered a successful holistic approach to delivering world-class digital customer experiences. B2C Community Innovator. There is no cost to attend this bash. Topline Titan.

Social Media 40

Social Media B2C B2B Metrics 40

Lithium

SEPTEMBER 20, 2018

It’s time to party and celebrate our 2018 Lithy finalists! Our 2018 Lithy finalists are: Digital All-Star. Demonstrate how leveraging technology has powered a successful holistic approach to delivering world-class digital customer experiences. B2C Community Innovator. There is no cost to attend this bash. Topline Titan.

Social Media 40

Social Media B2C B2B Metrics 40

Oracle

SEPTEMBER 18, 2018

When it comes to customer experience, we tend to hear and read a lot about the ever-changing needs of the customer, shifts in both B2B and B2C buying habits , and the rise of the digitally-native consumer. Gartner, Magic Quadrant for Sales Force Automation, Tad Travis, Ilona Hansen, Julian Poulter, Melissa Hilbert, 9 July 2018.

Sales 40

Sales B2C B2B Report 40

ShepHyken

AUGUST 13, 2018

My Comment: This excellent article on customer loyalty departs from the typical article focused on B2C businesses and has a big emphasis on the B2B customer. The post 5 Top Customer Service Articles for the Week of August 13, 2018 appeared first on Shep Hyken. Consider two types of loyalty; behavioral and attitudinal.

Customer Service 72

Customer Service Loyalty B2C Study 72

Oracle

APRIL 5, 2018

Next week at Oracle Modern Customer Experience 2018 in Chicago, the Markie Awards ceremony will take place, where winners in 19 categories of marketing and customer experience excellence will be announced. PureFormulas is a finalist for a Markie Award in the Best B2C Commerce Experience category.

B2C 44

B2C Ecommerce Sports Tools 44

SuiteCX

MARCH 15, 2019

2018 was an excellent year for SuiteCX. 2018 was its best year ever with increased profit, higher demand and recognition in analyst reports. With new clients from Automotive, Insurance, Health Care, Pharma and several global organizations in the US, Canada and the UK, SuiteCX spans a wide range of both B2B and B2C clients.

Customer Journeys 100

Customer Journeys CEM Tools Automotive 100

Oracle

JUNE 18, 2018

Powerful, connected digital commerce technology helps businesses create customer intelligence and activate it in new and more meaningful ways. Gartner Magic Quadrant for Digital Commerce, Penny Gillespie, Jason Daigler, Mike Lowndes, Christina Klock, Yanna Dharmasthira, Sandy Shen, 5 June 2018. So how do you play catch up?

B2C 42

B2C B2B Report Technology 42

ShepHyken

AUGUST 20, 2018

MyCustomer) Over the past couple of decades, the concept of being able to conduct business operations virtually (both in a B2B and B2C setting) has caused a huge ripple effect for companies across the board. The post 5 Top Customer Service Articles for the Week of August 20, 2018 appeared first on Shep Hyken.

Customer Service 69

Customer Service B2B B2C Innovation 69

Oracle

SEPTEMBER 9, 2019

Oracle OpenWorld 2019 will take place September 16 – 19 in San Francisco, with over 2,000 unique sessions planned on topics including breakthrough innovation and technology. Larry Ellison’s keynote at Oracle OpenWorld 2018. Inside the exhibit hall at Oracle OpenWorld 2018. CX speakers. Featured entertainment.

Technology 45

Technology Entertainment B2C Airlines 45

Answer Dash

MAY 7, 2018

Customer Experience Capabilities “For 75% of B2B organizations and 40% of B2C organizations, customer experience management is still an immature capability with a fragmented, uncoordinated approach and no clear leader,” ( Gartner ). 32% of B2C CMOs see improving customer experience as a top three objective.

Trends 54

Trends Customer Experience B2C B2B 54

Waypoint Group

MAY 25, 2018

As a majority of the content was geared towards the mostly B2C audience, there was still great value presented by multiple speakers and in breakout sessions about how to improve B2B CX and CS programs. It shows to them that you are hearing their concerns and you are taking the necessary steps to act on them.

Conference 66

Conference Customer Centricity B2C B2B 66

Comm100

SEPTEMBER 28, 2021

We’ll look at the challenges that led these organizations to change and the benefits they’ve seen through the adoption of new customer service channels and technologies. Nate Knox, Applications Support with LMCU, noted that other institutions were offering live chat solutions, and LMCU saw a need to keep up technologically.

Customer Service 215

Customer Service Chatbots Banking Engagement 215

Kayako

SEPTEMBER 20, 2018

In the B2C setting, it makes sense to map the customer journey and plan sales enablement solutions and customer experience training around that. To get the most from your plan, you should use sales enablement solutions to enable sales managers to carry out coaching activities consistently and regularly, using the right technology. .

B2B 203

B2B Sales Customer Experience Customer Journeys 203

Forrester's Customer Insights

OCTOBER 26, 2018

Making sense of the enterprise marketing technology (EMT) landscape can easily overwhelm even the most dedicated martech aficionado. 2018’s “Martech 5000” is astonishingly closer to 7,000 vendors, rendering vendor differentiation difficult and vendor selection a nightmare.

Technology 47

Technology Marketing System Engagement 47

GetFeedback

AUGUST 14, 2019

To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018. Trends change: New industry trends, regulations, and technologies emerge, creating new business dynamics. She has worked with both B2B and B2C brands in a multitude of industries.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Talkdesk

FEBRUARY 13, 2020

According to Gartner’s 2018 Best Practices for Implementing Extreme Customer Self-Service Report , by 2022, 85% of customer service interactions will start with self-service, up from 48% today. Who is answering calls when your contact center is closed? The post Improving customer experience with a virtual agent appeared first on Talkdesk.

Virtual Agent 54

Virtual Agent Self Service Customer Experience Contact Center 54

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. Much of the improvement has been driven by advancements in product innovation and digital technology.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

TeamSupport

DECEMBER 14, 2018

Last year, we highlighted some of the key customer service trends to watch in 2018 and many of them came to fruition. 6) Personalization not only at the contact but the company level – Too often, customer service teams have taken the B2C approach of focusing on personalizing interactions at the contact level.

Trends 111

Trends Self Service Customer Service Chatbots 111

Forrester's Customer Insights

OCTOBER 25, 2018

Accordingly, our Forrester Analytics data shows that 75% of marketers have already implemented or are planning to implement a solution to manage this market in 2018, and seventeen percent of B2C marketers consider influencers one of […].

B2C 41

B2C Marketing Analytics Data 41

Second to None

APRIL 12, 2019

Yadav highlights data from a 2018 Accenture study that found that more people are making purchases based upon a brand’s relevancy. [1] Personalization highlights the human factor of a B2C relationship. Customer interests are always changing, along with technology and market trends. The Human Factor. 1] [link]. [2]

Omni-Channel 69

Omni-Channel Multi-Channel B2C Customer Centricity 69

CSM Magazine

NOVEMBER 11, 2020

Intercom, the Conversational Relationship Platform that helps businesses drive faster growth, today released the 2021 Customer Support Trends Report , which examines the impact the COVID-19 pandemic will have on support teams’ budgets, plans, and technology investments in 2021. Methodology.

Trends 52

Trends Chatbots B2C B2B 52

Forrester's Customer Insights

NOVEMBER 8, 2018

Singles’ Day has always been Alibaba’s testbed for new business models and technologies, and this year is no exception. There’s no doubt that we will see another record-smashing year, although gross merchandise volume (GMV) will no longer be the highlight. AI and […].

Technology 46

Technology Retail B2C Marketing 46

West Monroe

NOVEMBER 18, 2021

The research and answered we uncovered have plenty to do with the consumerization of commercial technology. The “consumerization” of IT, or commercial technology, is an acknowledgement that the boundaries between consumer tech and business tech have blurred. ” The answer is quite a bit! Featured Content.

B2B 40

B2B Marketing B2C Software 40

West Monroe

NOVEMBER 18, 2021

The research and answered we uncovered have plenty to do with the consumerization of commercial technology. The “consumerization” of IT, or commercial technology, is an acknowledgement that the boundaries between consumer tech and business tech have blurred. ” The answer is quite a bit! Featured Content.

B2B 40

B2B Marketing B2C Software 40

GetFeedback

JANUARY 6, 2020

In this article, I’ll take a deeper dive into personas and customer feedback as it relates to B2B and B2C journey maps. What is the difference between B2B and B2C? Let’s start with some basics about what it means to be a business-to-business (B2B) and business-to-consumer (B2C) company. . B2C companies sell to consumers.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

Peter Lavers

SEPTEMBER 6, 2018

He has been featured on Fit Small Business’s Top Customer Service Influencers of 2018 list. . The insights he has derived from these engagements give him a unique perspective on what does and doesn’t work in the fields of B2B and B2C customer management. and is an IBM Futurist and SAS Collaborator.

Customer Service 40

Customer Service Automotive B2C CRM 40

Second to None

JANUARY 22, 2019

Too often, brands blame a lack of technology or resources for their organizational problems. This piece was originally published by Huffington Post on January 4, 2018. “Companies are rendered irrelevant by their scarcity of new thinking not the introduction of new technologies. Finding Success in the Familiar. In 2016, 62.9

Telecommunications 48

Telecommunications Effort Score Voice of Customer B2C 48

TeamSupport

APRIL 26, 2019

Gartner’s 2018 Customer Experience Survey found that two-thirds of a company’s competitive edge was predicated on the experience they delivered to their customers. Many are turning to emerging technologies and processes, like the ones below, to develop customer-centric strategies. It’s crucial for the longevity of any company.

Competitive Advantage 55

Competitive Advantage Customer Service Self Service How To 55

GetFeedback

JULY 25, 2018

That same data set reiterates the importance of personalization, too: 70% of B2C shoppers say a company’s understanding of their individual needs influences their loyalty, while that number goes up to 82% for B2B buyers. In 2018 and beyond, it’s hard to know for sure what will come in the world of tech and CX.

Omni-Channel 150

Omni-Channel Net Promoter Score e-support Touchpoint 150

Forrester's Customer Insights

MAY 11, 2018

This week I was fortunate to attend, participate in, and moderate a session at Click Summit 2018 in Cary, North Carolina. Click Summit is hosted annually by Brooks Bell and her eponymous firm. As an industry analyst, I’m an event connoisseur, and Click is one of my all-time favorites. As expected, Click Summit was well […].

Industry 26

Industry B2C Technology Marketing 26