eglobalis

NOVEMBER 26, 2024

Over the past few years, empathy has become a buzzword in CX conversations—and while it’s great to emphasize understanding, empathy alone is practically useless if issues in B2B or B2C experiences remain unresolved. This article challenges the status quo of how empathy is perceived in B2B CX.

B2B 514

B2B B2C Culture Net Promoter Score 514

eglobalis

APRIL 15, 2025

Part II: Building Strategic Value Through Trust, Flexibility, and Innovation [link] Introduction: When Core Value Isnt Enough In Part I of this series, we explored the foundational pillars of B2B value creationdimensions like risk mitigation, customer experience, cost reduction , and operational efficiency. These remain essential.

Contact Center 361

Contact Center B2B Innovation Automotive 361

eglobalis

APRIL 6, 2025

In today’s rapidly transforming global economy, B2B value creation is no longer a theoretical conceptit’s the competitive foundation on which industry leaders operate. The reasons are complex: value in B2B is multifaceted, relational, and context specific. The outcome?

Contact Center 312

Contact Center B2B Competitive Advantage Self Service 312

eglobalis

NOVEMBER 3, 2024

Originally posted at [link] Introduction In the realm of business-to-business (B2B) interactions, customer experience (CX) is often approached through standardized frameworks and prescriptive methodologies, frequently rooted in models from major industry analysts like Gartner, Forrester, and others.

B2B 524

B2B Culture Innovation Loyalty 524

eglobalis

JANUARY 13, 2025

Proactive Issue Resolution with Predictive Maintenance In B2B contexts, predictive maintenance can be a game-changer. Regularly analysing and refining AI models based on seasonal or market trends ensures sustained efficiency improvements. This approach strengthened customer trust and loyalty.

Customer Experience 435

Customer Experience Marketing Chatbots e-support 435

eglobalis

APRIL 23, 2025

B2B companies must align their internal structures, teams, and systems to personalize delivery without losing efficiency. A retailer using Adobe Marketing Cloud gets a different roadmap, KPI set, and training path than a media firm. But both rely on the same core platform.

B2B 341

B2B Measurement Customer Journeys ROI 341

eglobalis

OCTOBER 21, 2024

For mature companies, this level of personalized attention is key to maintaining long-term relationships in both B2B and B2C. To maintain this balance, automation tools can help sort and prioritize complaints, leaving the more complex issues for human agents or your R&D or product marketing to handle.

Social Media 521

Social Media Feedback Engagement Company 521

eglobalis

NOVEMBER 12, 2024

Develop a Deep Understanding of Client Needs Moving beyond surface-level engagement requires a nuanced understanding of the client’s industry, market pressures, and specific pain points. By embedding CX principles deeply into project delivery, service teams can create memorable B2B client experiences that extend beyond deliverables.

Customer Centricity 524

Customer Centricity Strategy B2B Consulting 524

ECXO

NOVEMBER 25, 2024

Decoding the Feedback Dilemma: A Strategic Framework for Evaluating Customer Requests Originally posted complete version at: [link] In the dynamic world of B2B customer experience, balancing responsiveness to feedback with long-term strategy can feel like walking a tightrope. Chasing niche demands risks alienating your broader user base.

Feedback 391

Feedback ROI Roadmap Analytics 391

eglobalis

OCTOBER 14, 2024

The same applies to B2B and B2C. This approach is flawed because each company faces different customer challenges based on its industry, market, and operational structure. For example, the customer expectations for a B2B tech company will differ significantly from those for a consumer-facing retail brand.

Customer Experience 482

Customer Experience Customer Journeys Case Study Innovation 482

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. B2B (business-to-business) transactions often involve ongoing relationships and partnerships. What is B2B Customer Experience? Why is B2B CX Important? What are Some B2B Customer Experience Examples?

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.

B2B 410

B2B Strategy Customer Experience Customer Journeys 410

eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. At the same time, B2B customer expectations have risen.

Leadership 262

Leadership B2B B2C Effort Score 262

eglobalis

DECEMBER 11, 2024

Cultural Adaptation In a global market, cultural nuances significantly impact customer experience. For instance, a company might test different marketing messages or customer service approaches in various regions to determine the most culturally appropriate and effective methods.

Customer Journeys 392

Customer Journeys Effort Score Omni-Channel Social Media 392

eglobalis

JUNE 10, 2025

This article provides a deep, data-driven exploration of eight critical ways AI is enhancing Experience Design, illustrated through concrete examples from leading B2B enterprises, and enriched with insights from recent articles published.

Innovation 301

Innovation B2B Case Study User Experience 301

eglobalis

MARCH 30, 2025

This article examines in detail how businesses in both B2B and B2C contexts are leveraging AI, sentiment analysis, voice-of-customer (VoC) platforms, predictive analytics, and streaming data to capture customer insights in the moment. Many businesses have grown frustrated with this one-size-fits-all metric.

Survey 361

Survey Banking NPS Effort Score 361

eglobalis

MAY 20, 2025

However, in consultative or complex B2B contexts, AHT should be balanced with FCR and satisfaction. In B2B SaaS, a 6070% FCR rate is common due to technical complexity. For B2B software firms, high FCR shows product maturity and enables teams to scale support without scaling headcount. B2C tracks it at every transactional stage.

Metrics 332

Metrics Effort Score B2C B2B 332

C3Centricity

APRIL 9, 2024

As has been claimed for decades, there are differences between B2C marketing strategies and those of business-to-business (B2B). As companies strive to navigate the complexities of their respective markets, the learnings one can gain from examining the nuances of both B2B and B2C marketing become self-evident.

B2C 296

B2C B2B Strategy Marketing 296

ECXO

JUNE 11, 2023

It’s a strategic tool that helps B2B companies create meaningful difference in saturated markets. The question most B2B firms should ask themselves is ‘how do we stand out when our products and prices are similar to our competitors’? CX design is no longer just about aesthetics. The pandemic has only speeded up these changes.

B2B 390

B2B B2C Touchpoint Customer Journeys 390

ECXO

JUNE 20, 2023

Fotocomposicion ECXO(1) Article source: The Rising Tide of Brand Purpose in B2B [link] There’s an old adage in customer experience. Where B2C goes, B2B follows. It can be more important than innovation or market dominance. But … The value of a purpose-driven strategy hasn’t always been obvious in B2B.

B2B 367

B2B Brands Innovation Government 367

eglobalis

APRIL 27, 2025

Yet early enterprise implementations often remained reactionaryhandling simple FAQs or automating bits of workflowand many B2B customers saw only incremental improvements. B2B customers increasingly demand instant, personalized service across channels, and businesses face pressure to improve efficiency and scale support globally.

Roadmap 250

Roadmap B2B Case Study Average Handle Time 250

eglobalis

MARCH 24, 2025

link] Enhancing Customer and Agent Experience with AI-Powered Solutions: A Salesforce-Led Market Perspective [link] Ten Ways to Turn Organizational Silos into Collaboration Engines [link] The post Agent AI Is Exploding in Contact CentersYet the Human Experience Remains Irreplaceable appeared first on Eglobalis. link] NICE Ltd.

Contact Center 368

Contact Center Virtual Agent Chatbots Banking 368

CloudCherry

APRIL 5, 2019

Gartner reports from 2018 that 52% of marketers with CX responsibility expect their budgets to remain the same or decrease. 23% of B2B CMO’s see CX as a top 3 objective. So how do Marketers that assume CX responsibility address this with less budget without giving up important technology needed for other aspects of Marketing?

Omni-Channel 278

Omni-Channel Marketing Customer Experience B2B 278

CSM Magazine

JUNE 1, 2025

Maintaining strong business partnerships is as important to B2B marketing as the results that are accomplished. The marketers an agency works with are concerned with more than technical skills. Thats when customer service steps in as an essential part of a B2B marketing agencys work.

B2B 52

B2B Customer Service Marketing B2C 52

C3Centricity

APRIL 23, 2024

As we all know and, unfortunately, have probably also experienced, every dollar in our marketing expenditure must be justified, and we have to prove our marketing ROI or risk budget cuts! Marketing Budget Allocation Gartner’s most recent (2023) CMO Spend Survey reported that marketing budgets fell from 9.5%

ROI 296

ROI Marketing Social Media How To 296

eglobalis

JULY 2, 2024

This article delves into these critiques, exploring how NPS fares across diverse business landscapes—both in B2B and B2C environments. Companies such as Toyota and Samsung, prominent in Asian markets, have found that while NPS provides a snapshot, it lacks depth in identifying evolving customer expectations and perceptions over time.

NPS 494

NPS Feedback Net Promoter Score B2C 494

eglobalis

OCTOBER 9, 2024

When customers provide feedback, especially in the B2B space, the temptation is often to take their requests at face value and immediately begin development. Consider the Broader Market Demand It’s essential to determine whether the feature is a unique request or if it represents a larger trend across multiple customers.

Feedback 531

Feedback ROI Innovation B2B 531

eglobalis

JULY 31, 2024

Ahead of the Curve: MarTech-Driven Customer Experience Evolution Introduction In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves. This data aggregation enables businesses to deliver highly targeted and relevant marketing messages.

Customer Experience 459

Customer Experience Social Media Analytics Chatbots 459

Lumoa

APRIL 22, 2020

B2B companies often struggle with common hurdles when it comes to surveying customers. Conducting B2B customer surveys should be an illuminating process, but instead, they become a nightmare that makes you want to tear your hair out. It shouldn’t be this way. That’s a lose-lose scenario for everyone. Don’t worry, though.

B2B 195

B2B Survey Net Promoter Score Social Media 195

Storyminers

NOVEMBER 5, 2020

But for B2B between adults, email remains the anchor tool for almost any campaign. At Storyminers, we believe the definition of marketing has changed from selling to finding. It used to be the marketer’s responsibility to find prospects for the sales team. So, picking the right tools is essential.

Strategy 264

Strategy Marketing Exercises Tools 264