Lumoa

MARCH 20, 2018

According to Accenture , 85% of customer interactions will be managed with AI by 2020. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. A company usually follows a set of KPIs. What metrics should you follow?

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Lumoa

MARCH 20, 2018

According to Accenture , 85% of customer interactions will be managed with AI by 2020. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. A company usually follows a set of KPIs. What metrics should you follow?

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Experience Matters

JANUARY 20, 2015

This report has rich insights about both B2B and B2C customer experience. This report provides specific examples of how these companies’ CX efforts have created value for both their customers and for their businesses. The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. Crowe Horwath.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120