eglobalis

MARCH 30, 2025

Meanwhile, customers now interact with brands constantly through digital channels, generating a wealth of real-time signals. In-app and on-site feedback are another avenue: Many B2C companies solicit feedback at the point of experience. Next: In contrast, B2C companies deal with huge customer volumes.

Survey 326

Survey Banking NPS Effort Score 326

ECXO

MARCH 6, 2025

Modern platforms also enable real-time dashboards that visualize the customer journey showing touchpoint metrics and drop-off points which helps teams pinpoint where improvements are needed. Automation is another tech lever: by automating routine updates, orders, or communications, companies reduce effort for customers.

B2B 339

B2B Customer Journeys How To Effort Score 339

Lumoa

FEBRUARY 6, 2018

You have more Voice of Customer data at your fingertips than you could possibly imagine—and it comes in the form of recorded phone conversations between your frontline staff and your customers. The top challenges I see are that everyone wants Customer Experience to be the latest and greatest.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Lumoa

NOVEMBER 30, 2022

Another great idea to explore is offering a digital sales agent that is voice-enabled. Ideally, this would allow for customer voice recognition, meaning that users may speak their request rather than type it. In turn, the virtual agent may respond with talk-back capability, allowing seamless B2C interaction.

Retail 195

Retail Customer Experience Chatbots Ecommerce 195

Lumoa

OCTOBER 31, 2018

You have more Voice of Customer data at your fingertips than you could possibly imagine—and it comes in the form of recorded phone conversations between your frontline staff and your customers. 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

ClearAction

JANUARY 14, 2015

B2B customer experience is much more person-to-person than many think because of numerous departments weighing in on most purchase decisions, several functional areas from both the buyer and supplier firms interfacing for long periods before and after purchase, and the high monetary value and risky business impact of many B2B purchases.

Customer Experience Management 48

Customer Experience Management Customer Experience Management B2B 48