PeopleMetrics

JUNE 4, 2019

In B2C, business is mainly transactional. The sales force becomes a key touchpoint in the customer experience for B2B. Each relationship and each interaction provide touchpoints for VoC feedback in B2B. SALES FORCE: Key touchpoint. VoC In Both Worlds. TEXT ANALYTICS: N/A. CLV prioritizes which customers to follow up with.

VOC 122

VOC B2C B2B CEM 122

PeopleMetrics

MARCH 1, 2018

But with the way that we're looking at customer feedback data these days, you'd have to be a little crazy to manage your business without knowing specifically what your customers’ experience was every single day for two main reasons: 1. You don't know which touchpoints need improvement. You risk losing your best customers.

CX 97

CX CEM Finance Touchpoint 97

Lumoa

OCTOBER 31, 2018

Aggressive action will be required for many organizations – business model changes, more extensive rigor on digital enablement, acute awareness of customer behaviour in the market and knowledge of ever changing impacts on organizations (i.e. data security, gig economy, AI, machine learning).” Don’t underestimate culture.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64