C3Centricity

NOVEMBER 4, 2020

Clearly, things have changed dramatically and businesses, both B2C and B2B are scrambling to catch up. Although machine learning may speed our progress, the foundations must be identified and created by humans. This is where total integration of all touchpoints is vital. This is a 59% increase in August over July!

ML 71

ML AI Artificial Intelligence Customer Satisfaction 71

SugarCRM

AUGUST 19, 2019

Consumer loyalty is hard won, and all too easily lost – so it’s little wonder that modern B2C businesses are increasingly focused on ways to improve their customer experience. How easy was it to place an order? Was it trackable? How long did it take to arrive? Was the packaging appealing?

Manufacturing 20

Manufacturing Sales Predictive Analytics CRM 20

Lumoa

OCTOBER 31, 2018

data security, gig economy, AI, machine learning).” Let’s think in customer touchpoints instead. Also, new tech solutions such as AI and machine learning have been getting a lot of attention. Rüdiger Pläster, Executive Managing Director at ORT Medienverbund “I do see a bright future of all facets of CX.?Never

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease?

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Ameyo Callversations

OCTOBER 28, 2022

Businesses must act on this knowledge to tailor their experiences at every touchpoint. These CEPs operate on cutting-edge technologies like artificial intelligence, machine learning, and data analytics to process large volumes of data in real-time to hyper-personalize customer experiences at every journey stage.

Artificial Intelligence 98

Artificial Intelligence Machine Learning B2C Actionable Insights 98

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease?

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

ECXO

DECEMBER 20, 2023

Add in the fact some B2B, and certainly B2C companies, are still struggling with data management. Create a stronger bat signal with intent data The sales funnel has become a complex network of tunnels as buyers criss cross touchpoints and channels. They are also cautious about sharing their data. The journey is anything but linear.

Customer Experience 52

Customer Experience B2B AI Machine Learning 52

Lumoa

MARCH 12, 2023

Having a full view of customers across all touchpoints and from every channel means that you can better understand customer needs, preferences, and behaviors. Having a 360-degree view of customers across all touchpoints means you can understand them better. A CX platform combines all of that. Personalization and targeting capabilities.

Customer Experience 83

Customer Experience Customer Journey Map Sentiment Analysis NPS 83

Neosperience

JULY 25, 2023

For a company, however, being present with its products and services on different touchpoints is no longer enough : in the face of a complex and fragmented Customer Journey, it is time to evolve the Digital Customer Experience from simple multichannel to omnichannel.

Omnichannel 52

Omnichannel Technology Technology Artificial Intelligence 52

SurveySensum

SEPTEMBER 19, 2022

A customer connects with the brand at multiple touchpoints – website, social media, support call, live chat, email, and many more. While a survey offers you feedback on a specific moment, businesses need to capture data from multiple such touchpoints and more to visualize the 360-degree voice of the customer.

VOC 52

VOC Social Media Voice of the Customer Sentiment Analysis 52

Qualtrics

FEBRUARY 26, 2019

On business to consumer (B2C) versus Business to Business (B2B) work: A mentor said to me a long time ago, “There are a lot of ways where B2C is more simple. How can we best leverage AI/machine learning to deliver real-time insights and triggers? I love that. How do you go from predictive to prescriptive?

Non-Profits 37

Non-Profits Customer Experience B2C B2B 37