Forrester

OCTOBER 7, 2015

In April 2015 , we started a conversation about what is different between business-to-consumer (B2C) and business-to-business (B2B) customer experience (CX).

B2B 40

B2B Customer Experience Professionals Customer Experience B2C 40

Customer Bliss

JULY 7, 2016

That has been my intention behind my books, blog, speaking and work as co-founder of the Customer Experience Professionals Association. That is also behind why I have launched a customer experience podcast series – so that we can hear each other’s’ voices and celebrate in our successes and learn from our challenges.

Customer Experience 141

Customer Experience Customer Journeys Chief Customer Officer Insurance 141

Customer Guru

AUGUST 21, 2018

The CXPA Board of Directors member has expertise in ’embedding customer experience DNA in company culture’ – she has successfully led company-wide customer experience at Applied Materials. She is a world-reknowned author, professional speaker and a customer experience consultant.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Lumoa

APRIL 24, 2018

If they are not doing a good job they can quickly fix the situation with the customer." Ian Golding Global Customer Experience Specialist and Certified Customer Experience Professional. This will tell companies if they are doing a good job or not. blog linkedin twitter Why?

System 317

System Effort Score NPS Net Promoter Score 317

Thematic

NOVEMBER 28, 2019

Over the course of Fall 2019, we surveyed 150 CX professionals. The survey itself was conducted by Thematic, in collaboration with the Customer Experience Professionals Association (CXPA), and publicized through our social media, CXPA and our friends & influencers in CX space, such as Annette Franz and Maurice FitzGerald.

Report 100

Report Survey ROI Net Promoter Score 100

Customer Bliss

FEBRUARY 8, 2018

We recently learned that a good friend of ours and member of the Customer Experience Professionals Association , Diana Helfinstine , VP of Customer Experience at Essilor , the world’s largest manufacturer of eyeglasses has passed away.

Customer Journeys 100

Customer Journeys B2C Customers B2B 100

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ClearAction

SEPTEMBER 29, 2016

It’s a time when customer experience professionals take extraordinary care to thank customers — and employees who make a difference in customer experience (CX). CX Day is in the first week of October, founded by the Customer Experience Professionals Association ( CXPA ).

Customer Experience 48

Customer Experience Customer Experience Professionals ROI B2C 48

Confirmit

JULY 10, 2019

With the right level of trust you can motivate, empower and encourage everyone in the organization to do the right thing for your customers and deliver real business value. Brad helps Confirmit customers grow their CX programs to maturity, enabling transformational change that optimizes customer and employee experiences.

Customer Journeys 45

Customer Journeys B2C Customer Experience Professionals Customer Centricity 45

ReviewTrackers

MAY 8, 2017

Interactive Customer Experience (ICX) Summit. The ICX Summit is for B2C businesses who are interested in utilizing interactive technologies to enhance the customer experience. Speakers are from companies like Tesco Mobile, Marks & Spencer, Finnair, Barclays, and Heathrow Airport. When: June 5 to 7, 2017.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Kustomer

NOVEMBER 6, 2018

Listen to hear our answers to these questions: What is the process of mapping the customer journey? How do you retain your customers’ trust? How can customer experience professionals use empathy while designing the customer experience? It definitely isn’t easy, but it is very possible.

Omni-Channel 40

Omni-Channel Customer Journeys B2C B2B 40

Thematic

NOVEMBER 28, 2019

Over the course of Fall 2019, we surveyed 150 CX professionals. The survey itself was conducted by Thematic, in collaboration with the Customer Experience Professionals Association (CXPA), and publicized through our social media, CXPA and our friends & influencers in CX space, such as Annette Franz and Maurice FitzGerald.

Report 62

Report Survey ROI Net Promoter Score 62

Confirmit

JULY 10, 2019

With the right level of trust you can motivate, empower and encourage everyone in the organization to do the right thing for your customers and deliver real business value. Brad helps Confirmit customers grow their CX programs to maturity, enabling transformational change that optimizes customer and employee experiences.

Customer Journeys 40

Customer Journeys B2C Customer Experience Professionals Customer Centricity 40

Maru/HUB

NOVEMBER 13, 2018

We understand the importance of great customer experience for B2C brands. Without paying attention to the crucial task of optimising the customer experience, B2C companies risk being replaced by their harder-working, more attentive competitors. In both cases, customer experience matters.

B2B 40

B2B Company B2C Infographics 40

Confirmit

JUNE 26, 2019

With the right level of trust you can motivate, empower and encourage everyone in the organization to do the right thing for your customers and deliver real business value. Brad helps Confirmit customers grow their CX programs to maturity, enabling transformational change that optimizes customer and employee experiences.

Customer Journeys 40

Customer Journeys B2C Customer Experience Professionals Customer Centricity 40

Lumoa

OCTOBER 31, 2018

This will push more aggressive change driven by Customer Experience professionals. Organizational alignment will be most critical – both internally and to the market and customer expectations. The top challenges I see are that everyone wants Customer Experience to be the latest and greatest.

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

Bill Quiseng

MARCH 7, 2016

While I set out to accomplish a task on my terms and the way I needed to do it, I discovered that some of the best companies just do not have the people or processes in place to adequately service customers in nontraditional ways. Power, 67% of consumers have used a company’s social media channel for their customer service needs.

Social Media 60

Social Media Brands Customer Service B2C 60

ChurnZero

APRIL 12, 2019

Speaker: Julia Ahlfeldt, Certified Customer Experience Professional. Q: What do you see as the main differences (if there are any) between the Customer Success (CS) and Customer Experience (CX) practice? Q&A Recap. So, it’s a push from them rather than a pull from the company.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

Bob Hayes

MARCH 2, 2015

Correlates of the Customer Sentiment Index. I used the CSI in two independent studies, one using a B2B technology company and the other using a B2C wireless service provider company to determine if the CSI is related to other common CX metrics. Identifying At-Risk Customers Using the Customer Sentiment Index.

B2C 40

B2C Net Promoter Score B2B Analysis 40

Customer Guru

MARCH 7, 2018

Coming from the diverse experience that you have, what are the key differences in customer expectations between B2C and B2B? There is this perception that B2B and B2C are different, but the customer actually expects the same thing in both. I think they are just the same. What would be your word of advice for them?

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

Forrester's Customer Insights

APRIL 13, 2022

At CX North America on June 7-9, we’re going to help customer experience professionals, B2C marketers, and digital business leaders embrace new risks, develop bold customer strategies, and execute faster than you ever thought possible.

B2C 26

B2C Customer Experience Professionals Strategy Marketing 26

Confirmit

APRIL 15, 2019

Brad is a seasoned customer experience professional with decades of experience leading and managing programs to enhance the customer experience in a wide variety of industries. Brad Linville. Director, CX Consulting, Confirmit.

Customer Journeys 40

Customer Journeys Customer Experience B2C Roadmap 40

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. Cross-Channel Campaign Management and Marketing Automation are Not Customer Focused.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Natalie Petouhof

JANUARY 19, 2016

Oracle CX Cloud Differentiators: The CX Cloud Product Highlights include, because of the PaaS, DaaS, IaaS and SaaS, a unique customer experience cloud – including the ability to integrate the sales, marketing, service, commerce, social, mobile… to provide brands the ability to make the right business decisions, quickly.

Trends 40

Trends Software B2B B2C 40

Pointillist

APRIL 17, 2019

Finally, while they ingest and integrate data from multiple sources for analysis, Customer Analytics tools still ask for your data to be mapped to their internal data model, which may require the assistance of vendor or third party service providers.

Customer Journeys 51

Customer Journeys Analytics Tools Data 51

Kustomer

DECEMBER 31, 2020

It’s always fun to talk to people like yourself who have a plethora of experiences. So I’ve been a customer experience professional for 20 years. I’ve used it in multiple business models, B2B, B2C. Do you mind taking just a minute and tell us just a little about yourself? Annette Pedroza: (00:41).

Customer Centricity 52

Customer Centricity Culture Leadership Effort Score 52

SmartKarrot

MARCH 8, 2022

Her blog posts continue to serve as a valuable resource for people who seek to understand and master customer success processes. A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Amarachi Ogueji.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

Bold360

NOVEMBER 21, 2016

To gain some insight into the key lessons emerging from 2016 and what’s ahead for 2017, we asked a panel of 31 customer-focused marketers and CX pros to answer this question: “When it comes to customer experience: now that we’re nearing the end of 2016, what have you learned and what will you do differently in preparing for 2017?”

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40