B2B CX – Strategy & Business Alignment
ECXO
MARCH 11, 2025
Customer expectations are changing Todays B2B customers expect seamless interactions, self-service options, and personalized service just like in B2C.
AI and Real-Time Tech vs. Traditional CX Surveys: Who Will Win the Upcoming Battle?
eglobalis
MARCH 30, 2025
This article examines in detail how businesses in both B2B and B2C contexts are leveraging AI, sentiment analysis, voice-of-customer (VoC) platforms, predictive analytics, and streaming data to capture customer insights in the moment. Next: In contrast, B2C companies deal with huge customer volumes.
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Deep Dive into Loyalty and Experience Drivers in the Tech World—The Blueprint for Building Long-Term B2B Relationships
eglobalis
JANUARY 20, 2025
Unlike B2C relationships, which often revolve around needs, impulse and emotional buying, B2B relationships are built on a foundation of trust, consistent delivery, and mutual value creation. Ensuring 24/7 support through self-service portals or AI agents further reduces friction, enhancing overall satisfaction and loyalty.
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B2B Customer Experience: The Complete Guide
InMoment XI
JANUARY 9, 2024
How Does the B2B Customer Experience Differ from B2C? B2B CX strategies are often inspired by best practices in B2C customer experience management. Personalized service, understanding the client’s business, and collaboration are key elements. Support and service. Customization and personalization.
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Self-service, AI Chatbots, Knowledge Management – How to Evaluate their ROI
Inbenta
FEBRUARY 20, 2020
Customer self-service ROI. When monitoring the performance of a self-service initiative, there are a variety of different KPIs to keep track of in order to allow ROI to be measured. Researchers predict that by 2025, chatbots will accomplish more than 90% of the B2C interactions. Self-service additional benefits.
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5 Steps Toward a Successful Self-Service Strategy
TechSee
OCTOBER 29, 2019
Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. In fact, Gartner predicts that by 2020, 10% of initial B2C interactions will be virtual, up from less than 1% in 2019. But it turns out that not all self-service options are created equal.
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3 Benefits of Knowledge Management for Customer Service
Kayako
JULY 28, 2022
Data cited in a Harvard Business Review article shows a strong preference for self-service: Across industries, 81% of all customers attempt to solve their problems with self-service options before reaching out to a live representative. Why do people prefer self-service? So what is the answer?
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How to Handle Live Chat Customer Service During the Holiday Rush
GetFeedback
DECEMBER 4, 2018
For us customer service folks it’s the time of the year that we call: the not-so-jolly holiday rush. For B2C companies, the holiday rush means a significant increase in support requests from customers trying to finish their holiday shopping. The live chat customer service holiday rush planning doesn’t stop at the end of December.
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How to Lead a B2B CX Transformation Program—And Avoid Costly Mistakes
ECXO
MARCH 6, 2025
A common win in B2B CX is providing self-service capabilities (like online order tracking, knowledge bases, or account management portals) that give customers more control and convenience in their dealings with the company. Meanwhile, complex or high-value discussions can be elevated to human experts who provide consultative service.
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How to Define and Execute a B2B Customer Experience Strategy
eglobalis
SEPTEMBER 16, 2024
Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints. Personalize the Experience B2B customers, like B2C consumers, expect personalized interactions. This can be more challenging in a B2B context due to the scale and complexity of relationships.
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Why customer service is an integral part of customer experience
CloudCherry
JULY 10, 2019
For example, a b2c company that sells T-shirts might want to ask its customers about their preferences on the type of material and their budget. Effective self-service options. Chatbots and self-service options help customers find the right product and understand its specifics better.
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Want to boost Customer Success? Start with self-service.
inSided
OCTOBER 2, 2019
Did you know that a whopping 73% of people feel that valuing their time is the most important thing companies can do to provide them with good service? If that doesn't make you realise you need to up the ante when it comes to your self-service offering I don't know what will! at the forefront of your overall business goals.
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CX Prediction 2022.5 — B2B Becomes More like B2C
SurveyGizmo
NOVEMBER 11, 2021
We were living B2C lives where purchases were only a click away. Self-serve options, common in B2C e-commerce, have grown for business buyers too. McKinsey shows that two-thirds of buyers prefer remote human interactions or digital self-service. We’re required to speak with Sales teams to get information.
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Top 5 Customer Service & CX Articles for Week of April 7, 2025
ShepHyken
APRIL 6, 2025
The Top Customer Service Trends and Technologies for 2025: Agentic AI Is Poised to Remake Self-Service by Phillip Britt (Destination CRM) Its long been known that excellent customer service is critical for companies bottom lines, and the numbers continue to support that.
24 Experts Reveal Their Top Customer Retention Strategies For B2C Brands
Storyminers
JULY 29, 2016
We decided to ask experts one question: What is your most effective customer retention strategy for B2C brands? . Utilizing ratings and reviews as a B2C brand is a valuable business and marketing solution and is also an incredibly important means of boosting customer satisfaction. Customer Service Speaker and Author.
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3 Tips to Improve Internal Customer Service Through Technology
Kayako
SEPTEMBER 28, 2022
According to Zendesk’s Employee Experience Trends Report 2022, requests from corporate employees increased 31 percent last year, nearly double the rate of both B2B and B2C companies. Poor internal customer service is costly. Provide consistency with a daily schedule for the internal customer service desk.
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Amazing Business Radio: Rick DeLisi and Dan Michaeli
ShepHyken
SEPTEMBER 7, 2021
Top Takeaways: Digital Customer Service is about interactions that take place on-screen or have a component of on-screen enhancements (on-screen automation, on-collaboration, on-screen communication). Virtually every service experience starts as self-service. Why should companies undergo a digital transformation?
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B2B Vs B2C Customer Support: How They Are Different
ProProfs Chat
DECEMBER 26, 2019
Every support team has to deal with two distinct types of customers B2B and B2C. B2b and B2c meaning are business-to-business and business-to-consumer, respectively. Hence, you should strategize your customer support in such a way to gratify customers operating in both business type b2b and b2c. Contact Points.
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Guest Post: Reset Buyer Strategy to Drive Post-Pandemic Revival
ShepHyken
MARCH 12, 2021
The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. All communication must, instead, take place digitally––even self-service. Technology isn’t a disruptive force in B2C retail only, a sector that has seen a massive e-commerce shift. Actionable Steps for Reset.
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The 6 key challenges to successful self-service – and how to overcome them
Eptica
FEBRUARY 7, 2018
Date: Wednesday, February 7, 2018 The 6 key challenges to successful self-service – and how to overcome them. No wonder that both consumers and companies are turning to online self-service systems. Why are some brands pulling ahead when it comes to self-service and others lagging behind ?
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5 Top Customer Service Articles For the Week of January 18, 2021
ShepHyken
JANUARY 18, 2021
Userlane) A brief comparison between two customer self-service solutions for B2B businesses in terms of the functional and emotional experience they provide and their cost-saving potential. Both are self-service options, but what’s more effective? Chatbots vs Knowledge Bases: Which One Is Better? by Tracey Ruff.
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25 Best Customer Service Software in 2025 (Free & Paid)
CSM Magazine
MARCH 28, 2025
Offer advanced reporting and analytics for insight into your service teams performance. Automate repetitive customer service tasks, improving efficiency and response times. Support self-service capabilities, like knowledge bases, to empower customers. Now, let’s get to the list.
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What is Customer Effort Score (CES) and How to Measure It?
Kayako
JUNE 16, 2022
For many years companies believed that customer service was the vanguard for building customer loyalty. The Corporate Executive Board’s Customer Contact Council (CCC) surveyed 75,000 B2C and B2B customers over three years and published their research in 2010. Today we know that it’s not quite that simple. Extend support hours.
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15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 2]
Lumoa
FEBRUARY 6, 2018
It is an evolution of more and more aware customers who are influenced by their B2C experiences and expect the same, if not better from other experiences as a customer. that have rarely, if ever, been called into question. They are sort of the “pillars of faith” in CX.
Successful Call Center Agents Share This Personality Type
TechSee
DECEMBER 22, 2019
The ongoing shift to self-service has brought about many positive changes to the customer service field. Today’s contact center agent must therefore be better trained to address these issues and to deal with more frustrated, impatient customers who’ve tried and failed to resolve their issues via self-service.
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B2B CX – Strategy & Business Alignment
Think Customers
APRIL 10, 2025
Customer expectations are changing Todays B2B customers expect seamless interactions, self-service options, and personalized service just like in B2C.
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Amazing Business Radio: Geoff Webb
ShepHyken
SEPTEMBER 15, 2020
Many companies were unprepared to make the shift to e-commerce, self-service and other digital channels. Consumers (in both B2B and B2C) expect to be able to turn to sales reps for information and answers. The COVID-19 pandemic resulted in a massive shift in both business and consumer buying preferences and habits.
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3 Winning B2B Client Engagement Strategies
Totango
SEPTEMBER 7, 2021
B2B engagement differs from B2C engagement in several important ways which require certain adjustments. Here we’ll consider the differences between B2B and B2C engagement before laying out three of the most important best practices for effective B2B client engagement. Why Are B2B Client Engagement Strategies Different from B2C?
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10 Stats Showing How B2B CX Has Changed
Blake Morgan
OCTOBER 27, 2022
Customer experience was finally starting to catch up in the B2B world to match technology-driven and personalized B2C experiences. 70% of B2B decision-makers are willing to make new purchases over $50,000 through self-service or online channels. COVID changed everything about how we live and work—especially in the B2B space.
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7 Trends in Customer Service to Watch in 2019
TeamSupport
DECEMBER 14, 2018
Once again, for the third year in a row, here are 7 customer service trends to watch in 2019…. 1) B2B self-service will become more interactive – Thanks to an increase in on-demand video content in their personal lives, customers are more frequently asking for the same in the business world.
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Why UX Design is Vital to User Satisfaction and Ongoing Job Security
C3Centricity
NOVEMBER 4, 2020
Clearly, things have changed dramatically and businesses, both B2C and B2B are scrambling to catch up. Just ask anyone who has chatted with a bot or gone round in circles clicking numbers on a self-service phone line! AI is already proving to be of great value in following and analysing customer service connections.
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Computer Vision AI: The Secret Ingredient for Contact Centers
TechSee
APRIL 2, 2019
Over the past few years, computer vision AI has emerged as a key customer-facing technology in both the B2C and B2B realms. But with customer experience advancing rapidly towards full self-service as standard, we’ll soon be visually interacting with virtual assistants that can visually guide us towards self-resolution of all our tech issues.
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Be Personal, Not Pushy: How AI is Transforming B2B Selling
Bold360
FEBRUARY 6, 2019
Instead of trying to gain back control of the buying journey with data capture forms, intrusive pop-up chat windows, and gated content—all of which can be major turnoffs to prospects—B2B marketers need give buyers want they want: an easy, engaging self-service experience.
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What’s New in Customer Service Trends for 2022?
Inbenta
JANUARY 17, 2022
The rush for embarking on digital transformation has lulled, and we now find ourselves in the same digital playing field where B2B and B2C have ultimately become B2H (Business to Human). Growing self-service options for customers. Customers increasingly expect organizations to offer self-service support.
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The 3 Flavors Of Onboarding
Amity
MARCH 22, 2018
There are 3 ways in which one can get a scrumptious meal; the first and most common: self-service. This is common for B2C tools or Dev tools where you assist high-tech users that are already well trained. This is common for B2C tools or Dev tools where you assist high-tech users that are already well trained.
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Amplify Customer Experience in Retail with Conversational AI
Lumoa
NOVEMBER 30, 2022
In turn, the virtual agent may respond with talk-back capability, allowing seamless B2C interaction. Beyond this, you should provide multiple language options so that your customers can use the service no matter where they are in the world. This allows customers to track their inquiries on a self-service platform.
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195 6 Ways to Be Convenient in Customer Experience
Oracle
SEPTEMBER 17, 2018
It doesn’t matter if you’re B2B or B2C, delivering an expected level of CX is now considered “table stakes.” They are, and they’re trying to out-service you. Self-Service: This isn’t about putting the onus on the customer to do things themselves, unless they want to and it’s more convenient.
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96 On their Terms: Millennials Shift the B2B Buying Journey
PK
SEPTEMBER 4, 2019
Increasingly, B2B buyers have been approaching the technology purchase process through the lens of B2C. 81% of buyers indicate that the experience a company provides is as important to them as its products and services. Millennials don’t want to be sold to: they want to buy on their terms.
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Choosing the Best B2B and B2C Help Desk Software for Your Business
TeamSupport
OCTOBER 26, 2018
With this said, let’s look at how these specific needs apply to a different type of software – help desk software – so you can determine whether a B2C or B2B software better fits your goals and objectives…. Solutions built primarily for B2C teams will place all their focus on each contact and moving their issue towards resolution.
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Top 5 Customer Service & CX Articles for Week of April 22, 2024
ShepHyken
APRIL 22, 2024
AI is important for streamlining processes and improving the customer experience, but companies that are implementing digital self-service solutions must find the right balance between human and digital experiences. It doesn’t matter if your organization is B2C or B2B, the Amazon Effect is influencing your customers’ expectations.
Understanding the Customer Service Expectations of B2B Customers
Team Support
SEPTEMBER 6, 2019
The difference between a B2B (business-to-business) and B2C (business-to-consumer) customer is night and day. To most B2C companies, customers are a dime a dozen. A B2C company isn’t focused on their current customers nearly as much as acquiring new ones. They’ve got projects and employees to manage.
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6 Ways to Use B2B Customer Success Solutions to Crush the Competition
TeamSupport
AUGUST 3, 2018
4) Tailoring self-service content for specific business needs – A great self-service solution is the backbone of any strong customer success operation and it can also be a key piece in boosting customer retention.
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56 The Contact Center of the Future in the Distributed Workforce Era
TechSee
SEPTEMBER 3, 2019
As customer service leaders envision the contact center of the future, a key question is whether agents will need to come in to work at all. After all, the costs of operating a physical contact center are immense, and the challenges of training , motivating and retaining staff remain major pain points for all B2C organizations.
5 Top Customer Service Articles For the Week of January 20, 2020
ShepHyken
JANUARY 20, 2020
The premise is that there are two sides to the AI argument regarding human contact versus automated self-service. And, what I most appreciate about this article is the second point, where AI supports the customer service agent – not the customer. My Comment: This is a very short article, but with several very good points.
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