TechSee

APRIL 23, 2019

Predictive Analytics Applied to B2C. While the concept of predictive maintenance has been around for decades, it is only recently that advances in AI have enabled enterprises to take full advantage of the possibilities – and now, largely thanks to the IoT, the principles from industry are being applied to the B2C realm.

B2C 104

B2C Automotive Analytics Customer Satisfaction 104

Oracle

MARCH 2, 2020

Oracle Modern CX 2020 will take place March 23-26 at McCormick Place West in Chicago, with 200+ planned sessions focusing on the hottest topics in customer experience. Ready to register for Oracle Modern CX 2020? **Ready to register for Oracle Modern CX 2020? Ready to register for Oracle Modern CX 2020?

Customer Journeys 40

Customer Journeys Conference Customer Centricity Retail 40

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. trillion and $5.8

Trends 54

Trends Customer Experience B2C B2B 54

Oracle

MARCH 24, 2020

Data, making use of emerging technologies, content, and customer-centricity all play huge roles in these 6 digital marketing trends that are reshaping the customer experience in 2020. Paying close attention to analytics and data shows what audiences prefer and how marketers can adjust content strategies accordingly. What is B2Me?

Trends 108

Trends Marketing Customer Experience Chatbots 108

Strativity

JULY 15, 2020

LOS ANGELES, CA — July 15, 2020 — Marketing services company LRW Group today announced that it is now operating under the name Material , formally integrating ten companies into one modern unified offering. Firm taps into deep human understanding to offer modern marketing services that drive brands forward. and the U.K.

Groups 52

Groups Company B2C Analytics 52

Lithium

APRIL 6, 2021

Whether it’s B2C, B2B, or even C2C, everybody wants quick and efficient responses. More updates on key areas we identified from interviews with Marketing customers in August, September and October 2020. What are the use cases you cover with Care Analytics as an addition to Community Analytics?:

Customer Journeys 52

Customer Journeys Analytics B2C Roadmap 52

C3Centricity

NOVEMBER 4, 2020

BOPIS (Buy online pick-up in-store) surged 259% YoY in August 2020, as many shoppers are concerned about the safety of in-store shopping. Clearly, things have changed dramatically and businesses, both B2C and B2B are scrambling to catch up. One area that will certainly need a tremendous amount of human input is in speech analytics.

Chatbots 177

Chatbots Self Service Customer Satisfaction CRM 177

Ecrion

MARCH 27, 2020

The vast majority of B2C companies today claim to differentiate themselves primarily on experience–even over price. There’s a strong parallel between Customer Experience in the B2C world and Customer Success in the B2B. The only way to execute quality, consistent B2C customer experiences at scale is to automate them.

Customer Experience 74

Customer Experience Customer Journeys How To B2C 74

Team Support

OCTOBER 28, 2020

This article is replicated from the November 6, 2020 special issue featuring TeamSupport as one of the Most Promising CRM Solution Providers 2020. We serve companies in all different industries—from SMBs to enterprise—when many of our competitors have maintained their focus on B2C ticketing,” mentions Harrington.

Customer relationships 45

Customer relationships Company B2B B2C 45

CSM Magazine

JUNE 16, 2021

Gone are the days where high-quality customer experience (CX) was the exclusive purview of B2C. In today’s rapidly digitizing marketplace, brand perception hangs largely on the ability to offer customers a convenient, effortless use of products and services – in the B2B space as much as B2C.

Brands 52

Brands B2C Self Service e-support 52

ChurnZero

JUNE 2, 2021

During 2020, we saw several major events cause businesses to adapt to new conditions and adopt additional capabilities to not only defend against economic pressures but also to take advantage of opportunities. During the webinar, we cover: A deep dive on 2020 retention and pandemic impacts. Rarely are folks doing both.

B2B 98

B2B Company B2C Survey 98

TechSee

OCTOBER 29, 2019

In fact, Gartner predicts that by 2020, 10% of initial B2C interactions will be virtual, up from less than 1% in 2019. Once implemented, closed loop feedback using data-driven analytics should be incorporated into evaluating and refining the self-service strategy. Step 5: Evaluate self-service engagement.

Self Service 95

Self Service Strategy Effort Score Net Promoter Score 95

Experience Matters

JANUARY 20, 2015

This report has rich insights about both B2B and B2C customer experience. Despite being in an industry undergoing tremendous change, Aetna is focusing on its 2020 vision to make the company 100% customer-centric. The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. The Results Companies.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Solvvy

AUGUST 21, 2020

In 2020 it’s become more important than ever to provide your customers with fast, effective, and personalized support. Next-gen chatbots provide support analytics and customer insights. Next-gen chatbot platforms provide critical customer support analytics and insights. The Time is Right for a Customer Support Chatbot.

Chatbots 62

Chatbots Self Service Multi-Channel B2C 62

ShepHyken

JUNE 5, 2017

All Business) Here are four premium performance measurement tools that integrate especially well with Google Analytics, giving you the power to take action and make meaningful business improvements quickly. CX & NPS Trends for Influencers – 2020 Edition by CustomerGauge. CX is important to every business in any industry.

Airlines 74

Airlines Customer Service Retail Telecommunications 74

Team Support

JUNE 15, 2020

As published in MarTechSeries.com , June 15, 2020. We determined the market desperately needed a software solution for customer support at B2B companies so companies could stop having to piece together disparate generic solutions better fitted to business-to-consumer ( B2C ) retail companies. That is the case for any business.

Self Service 64

Self Service B2B Software B2C 64

Forrester's Customer Insights

FEBRUARY 16, 2020

Adobe is the most purchased marketing technology software vendor globally, according to the Forrester Analytics Global Business Technographics® Priorities And Journey Survey, 2019. As the first step, […].

Analytics 44

Analytics Software Technology Survey 44

Gainsight

FEBRUARY 4, 2021

As you can see from the below chart from July of 2020 from Software Equity Group , Net Dollar Retention strongly correlates to SaaS valuation. Just like B2C companies’ “growth hack” usage of popular apps, B2B businesses are using in-product guides to nudge users along toward health adoption, as Adobe shares here.

Tips 72

Tips Metrics Software B2C 72

SurveySensum

JULY 14, 2020

Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI. LinkedIn : [link]. LinkedIn: [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Forrester's Customer Insights

FEBRUARY 2, 2021

The crises of 2020 turbocharged consumers’ technology adoption and usage. Over 23 years of Forrester Analytics’ Consumer Technographics® data has proven that consumers have an insatiable capacity to adopt and use technologies that expand the four forces […].

Consumers 42

Consumers Analytics Technology Data 42

NobelBiz

JULY 9, 2020

In the previous two parts of this three-part article, we went on a long analysis of how the business world in general and the contact center world, in particular, have been impacted by the concurrent crises that have “plagued” 2020. Keeping customers loyal will prevent further damage as the world recovers from 2020.

Contact Center 52

Contact Center How To Omni-Channel Call Center 52

Forrester's Customer Insights

MARCH 2, 2022

A tool or suite of tools that enables marketers to manage planning and budgeting, project and program management, collaboration and calendaring, content production, asset management, and performance analytics. First, the most glaring and acute issue is that the 2020 pandemic forced companies […]. Why Do Marketers Need MRM?

Resources 26

Resources Marketing Management Analytics 26

Forrester's Customer Insights

MARCH 2, 2022

A tool or suite of tools that enables marketers to manage planning and budgeting, project and program management, collaboration and calendaring, content production, asset management, and performance analytics. First, the most glaring and acute issue is that the 2020 pandemic forced companies […]. Why Do Marketers Need MRM?

Resources 26

Resources Marketing Management Analytics 26

NetBase

OCTOBER 16, 2019

Their audience understanding has allowed each to differentiate and target an increasingly discontent and time-sensitive market: And as a recent PwC report on Retail Banking 2020: Evolution or Revolution shares, there’s a disconnect between traditional and forward-thinkers in the space. Online consumer sentiment really mustn’t be ignored.

Banking 40

Banking Retail Feedback Social Media 40

NetBase

OCTOBER 16, 2019

Their audience understanding has allowed each to differentiate and target an increasingly discontent and time-sensitive market: And as a recent PwC report on Retail Banking 2020: Evolution or Revolution shares, there’s a disconnect between traditional and forward-thinkers in the space. Online consumer sentiment really mustn’t be ignored.

Banking 40

Banking Retail Feedback Social Media 40

NetBase

APRIL 17, 2019

And AI-powered social listening provides crucial intel to guide these B2C efforts. And within those categories, you can find audiences to segment any variety of ways, including these less recognized options: Generation Z, which will be the largest consumer generation by 2020. Get Me a Ticket for an Airplane.

Travel 52

Travel Airlines B2C Groups 52

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Long-term actions are based on the analytics results of the customer feedback. According to Accenture , 85% of customer interactions will be managed with AI by 2020.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

BlueOcean

SEPTEMBER 27, 2021

In particular, we were interested to see that in 2020, text analytics accounted for 41% revenue share. Finally, contact centers represented 31% revenue share in 2020, highlighting the trust companies are placing in contact centers as a source of customer experience expertise. And that takes data.

Customer Experience 177

Customer Experience Contact Center B2B B2C 177

TechSee

JANUARY 25, 2023

As Volta Charging ’s Vice President of Service Operations, he leads the field service, customer support, and operational analytics functions. He rejoined Oracle in November 2020 having previously worked for the company in 2015-16 after the acquisition of TOA Technologies (now Oracle Field Service).

Management 41

Management Automotive Leadership Effort Score 41

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Long-term actions are based on the analytics results of the customer feedback. According to Accenture , 85% of customer interactions will be managed with AI by 2020.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

SmartKarrot

APRIL 24, 2020

Customer segments are groups of customers that share common characteristics like industry, number of employees, products, location, etc for B2B marketing and gender, age, preferences, demographics, etc for the B2C market. SaaS customer segmentation is one considered of the best analytics practices for businesses. Let us understand how.

Net Promoter Score 12

Net Promoter Score Effort Score B2C B2B 12

Natalie Petouhof

JANUARY 5, 2016

So yes, lot’s of it and the key is how to use it to make a customer experience – whether B2C or B2B – better. And perhaps by 2020 the big car makers will have fully autonomous vehicles ready to go. More like huge, vast, gigantic, massive, colossal, and maybe even titanic amounts of data. But will all that data help?

Connections 40

Connections B2C Tools Data 40

Hero Digital

APRIL 5, 2019

Steve Lucas, SVP Digital Experience at Adobe (previously Marketo’s CEO), challenged attendees to consider a new way of working: B2B + B2C = B2E. Business to Everyone ” became the buzzword at Summit—a business model like Amazon that blends B2B and B2C effortlessly. We’re proud to be an Adobe Business Partner.

B2C 10

B2C B2B Conference Culture 10

C3Centricity

AUGUST 17, 2020

Walker forecast that by 2020, customer experience will overtake price and product as the key brand differentiator. Customers 2020 Report. According to a Forrester report, 44% of B2C marketers are using big data and analytics to improve responsiveness to customer interactions. CEI Survey. Bain & Co.

Strategy 158

Strategy Customer Centricity Social Media Analysis 158

Comm100

OCTOBER 16, 2018

By 2020, customer experience (CX) will overtake price as a key product differentiator. However, the success of these technology investments lies in using a combination of analytics and customer feedback to make informed business decisions. LinkedIn is huge for B2B companies, while Facebook and Instagram dominate B2C social.

Multi-Channel 132

Multi-Channel Customer Experience Customer Journeys Chatbots 132

C3Centricity

DECEMBER 3, 2018

By 2020, customer experience will overtake price and product as the key brand differentiator. Source: Customers 2020 Report). According to a Forrester report, 44% of B2C marketers are using big data and analytics to improve responsiveness to customer interactions. (Source: CEI Survey). Source: Bain & Co).

Strategy 149

Strategy Poor Customer Service Social Media Analysis 149

SurveySparrow

AUGUST 31, 2020

10 Best Sales Management Tools of 2020. Zoho CRM manages the sales process with the help of advanced analytics which helps you create targeted marketing campaigns, measure your campaigns, analyze the effectiveness, create email marketing campaigns, and improve the quality of the leads that you get. 7 Sales Cloud by Salesforce.

Sales 59

Sales Tools Management CRM 59