Shep Hyken

OCTOBER 6, 2022

The research sample consisted of data collected from some 18,537 customers of 24 large organizations from 9 different industry sectors, and the analysis included conducting structural equation modeling predictive analysis on 59 customer groups.

Predictive Analytics 65

Predictive Analytics Customer Journey Map Touchpoint Customer Relationship 65

Lumoa

FEBRUARY 9, 2023

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? The situation when B2B CX was very distant from B2C CX has been rapidly changing. Why are your customers turning away from you?

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

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. But without the right tools to analyze and leverage that data, it’s meaningless.

Manufacturing 20

Manufacturing Sales Predictive Analytics CRM 20

Lumoa

MARCH 20, 2018

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? The situation when B2B CX was very distant from B2C CX has been rapidly changing. So let’s start! Why are your customers turning away from you?

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Execs In The Know

OCTOBER 15, 2023

AI is being used in both B2B & B2C industries for a wide range of purposes in differing ways. Global Observability What starts with global observability turns into predictive analytics that models and forecasts customer behavior, enabling proactive interventions like personalized recommendations and targeted marketing efforts.

AI 52

AI Artificial Intelligence CX Compliance 52

Lumoa

MARCH 20, 2018

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? The situation when B2B CX was very distant from B2C CX has been rapidly changing. So let’s start! Why are your customers turning away from you?

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

ClearAction

JANUARY 14, 2015

As such, many CXM practices formalized by business-to-consumer (B2C) firms may have a different label and may be less formal, taken for granted and less visible in B2B CXM. What's happening in B2B CXM strategy is similar to what's happening in B2C. Therefore, surveys of B2B practices may understate the actual work being done.

Customer Experience Management 97

Customer Experience Management CXM Customer Experience B2B 97