eglobalis

SEPTEMBER 16, 2024

Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints. Mapping key touch-points—such as contract negotiations, product demos, and post-sales support—can highlight areas where you can enhance the experience.

B2B 389

B2B Strategy Customer Experience Customer Journeys 389

eglobalis

MARCH 4, 2025

According to Forrester, conversational AI especially with new generative AI has emerged as one of the top technologies delivering relative fast ROI, with the biggest impacts in e-commerce, sales, and customer service and experience. In practice, the most effective customer experiences blend cutting-edge AI with timely human support.

Self Service 200

Self Service Strategy Contact Center Virtual Agent 200

InMoment XI

OCTOBER 28, 2021

I often talk about customer experience lying at the intersection of communications, operations, technology, and employees. Marketing and Sales have to correctly position your products and services, and set proper expectations for how customers can use them and, more importantly, what benefit(s) they will derive.

Airlines 370

Airlines CRM Government ROI 370

Uniphore

JANUARY 4, 2022

At Uniphore Converse 2022, enterprise executives from CX to Sales will learn the latest innovations in automation, conversational AI and emotion intelligence. Join us as we explore the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s enterprise. Register Now.

Contact Center 317

Contact Center Multi-Channel Innovation Customer Retention 317

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. About Blue Ocean Blue Ocean is an award-winning provider of innovative customer care solutions.

Sales 177

Sales Customer Service Sports Contact Center 177

AWS Machine Learning

APRIL 3, 2025

OMRON Corporation is a leading technology provider in industrial automation, healthcare, and electronic components. By analyzing their data, organizations can identify patterns in sales cycles, optimize inventory management, or help tailor products or services to meet customer needs more effectively.

Data 88

Data Government Competitive Advantage Analytics 88

ECXO

JUNE 20, 2023

They are judging companies on environmental, social, and governance (ESG) claims, and more importantly the action they take. McKinsey with NielsenIQ looked at five years of sales data from 2017 to mid-2022. For complex B2B solutions, sales cycles can take months. They may order online and never contact your sales team.

B2B 367

B2B Brands Innovation Government 367

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. About Blue Ocean Blue Ocean is an award-winning provider of innovative customer care solutions.

Sales 156

Sales Customer Service Sports Contact Center 156

C3Centricity

OCTOBER 22, 2020

The government in the UK upped its rescue fund to a billion pounds and slashed its rates in the hope of lowering rents last year. More clothes stores are shut down than any other category because sales have gone online. Eight in 10 say that they’ve had better interactions as a result of these technology investments.

Retail 357

Retail Advertising Course Survey 357

ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. The breakthrough technologies have swamped the world and it’s the truth that all this change has been enticing for most of us. Shep Hyken.

Government 94

Government Technology Trends Social Media 94

AWS Machine Learning

AUGUST 9, 2024

This post provides an overview of a custom solution developed by the AWS Generative AI Innovation Center (GenAIIC) for Deltek , a globally recognized standard for project-based businesses in both government contracting and professional services. Deltek serves over 30,000 clients with industry-specific software and information solutions.

Government 131

Government Healthcare Knowledge Base Innovation 131

AWS Machine Learning

DECEMBER 4, 2024

Its sales analysts face a daily challenge: they need to make data-driven decisions but are overwhelmed by the volume of available information. They have structured data such as sales transactions and revenue metrics stored in databases, alongside unstructured data such as customer reviews and marketing reports collected from various channels.

Knowledge Base 107

Knowledge Base Sales Analytics Survey 107

AWS Machine Learning

MARCH 19, 2025

Katya Dunets, the AWS Lead Sales Engineer for Adastra noted, Adastra stands at the forefront of technological innovation, specializing in artificial intelligence, data, cloud, digital, and governance services. AllCloud is a cloud solutions provider specializing in cloud stack, infrastructure, platform, and Software-as-a-Service.

Innovation 107

Innovation Knowledge Base Government Wait Times 107

COPC

OCTOBER 8, 2024

But here’s the reality: none of that happens without reliable data governance. However, the surge in AI adoption means governance frameworks must adapt to keep pace. Data governance is necessary to maintain these models’ reliability and meet internal and regulatory guidelines. Meanwhile, active data enables agility.

Government 89

Government Data Hospitality Healthcare 89

Kayako

AUGUST 12, 2022

The lockdowns and aftermath of the 2020 global pandemic spiked growth in e-commerce sales as brick-and-mortar stores and restaurants closed their doors. eMarketer estimates that by 2024 almost 20% of total retail sales will be via eCommerce, and that estimate does not include travel and event ticketing or restaurant food delivery.

Customer Service 296

Customer Service Ecommerce Effort Score e-support 296

C3Centricity

JANUARY 25, 2025

It’s not the technology that’s failing it’s how we’re using it. However, most organisations are seeing disappointing returns on their AI investments. Source ) The disconnect? As a CMO, you’ve likely already invested in AI tools.

Marketing 156

Marketing Strategy How To Analytics 156

ECXO

JUNE 23, 2024

According to the Cambridge Dictionary, the definition of a double agent is “a person employed by a government to discover secret information about enemy countries, but who is really working for one of these enemy countries”. Furthermore, implementing the right technology and tools is paramount for the success of your customer success team.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

Experience Investigators by 360Connext

JANUARY 5, 2021

Leverage technology, tools, and data on behalf of the customer. The acceleration of technology means those brands that understand how to harness its power will provide better experiences for customers. But technology succeeds only if deployed with the customer experience top of mind, and not as an afterthought.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. He has advised governments and clients across 45 states and over 60 countries, and his books and articles have been translated into over a dozen languages.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

AWS Machine Learning

DECEMBER 16, 2024

New capabilities like image and video generation are helping Amazon Ads customers promote more products in their catalogs, and experiment with new strategies like keyword-level creative to increase engagement and drive sales. And move with confidence and trust, thanks to built-in governance to address enterprise security needs.

Management 102

Management Innovation Government Video 102

Vonage

MARCH 27, 2018

We explored this topic in a recent webinar featuring Ian Jacobs, principal analyst at Forrester Research; customer service expert Justin Robbins; and our own vice president of product, sales and service Wyndham Hudson. Use a cross-functional, vested team to govern the program. Here’s a summary of what we learned. .

Omni-Channel 228

Omni-Channel Banking Touchpoint Customer Journeys 228

BlueOcean

APRIL 16, 2024

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Contact Center Outsourcing Provider of the Year” category at the 18th annual Stevie Awards for Sales & Customer Service. This is Blue Ocean’s fourth Stevie Award.

Contact Center 177

Contact Center Sports Effort Score Customer Care 177

Think Customers

APRIL 10, 2025

For B2B companies, the complexity of sales cycles, long-term contracts, and multiple decision-makers makes it imperative to align CX strategy with overall business objectives. Sales Conversion Rates Tracks how improved CX increases deal closures. First Response & Resolution Time Shows service effectiveness and issue resolution.

B2B 52

B2B Strategy Customer Journeys Net Promoter Score 52

CSM Magazine

APRIL 3, 2025

Custom Experiences : Some Web3 platforms enable customers to curate their own rewards and perks through decentralized governance, offering a personalized experience that traditional systems lack. Imagine being rewarded with a limited-edition NFT for purchasing from a brand, which you can sell or trade later.

Customer Experience 52

Customer Experience Loyalty Programs Government Gamification 52

Gainsight

JANUARY 26, 2022

CS adds value to all parts of your business, whether Product, Sales, or Marketing. By advising and incorporating CS ideas into other teams in your company, especially Sales, they make the team members better at what they do. A CSQL is similar to a Marketing Qualified Lead (MQL) or Sales Qualified Lead (SQL).

Sales 111

Sales ROI Customer Success Customer Centricity 111

CSM Magazine

FEBRUARY 6, 2025

Neil Thomas, corporate vice president of enterprise sales at Motorola Solutions , commented: A safer environment for frontline workers and shoppers alike underpins everything retailers do. The VT100 empowers in-store staff with the information they need to decisively protect their employees, customers, and stores.

Retail 52

Retail Government Video Measurement 52

ClearAction

JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. B2B firms often have dedicated sales teams who pursue strong relationships with customers. Built-in B2B Customer Experience Governance 1.

Government 62

Government B2B Customer Experience Customer Journeys 62

AWS Machine Learning

APRIL 1, 2025

This approach makes sure that the LLM operates within specified ethical and legal parameters, much like how a constitution governs a nations laws and actions. His core area of expertise include Technology Strategy, Data Analytics, and Data Science. In his spare time, he enjoys playing sports, binge-watching TV shows, and playing Tabla.

Knowledge Base 109

Knowledge Base Healthcare Guidelines System 109

InMoment XI

MAY 18, 2023

If you’re interested in the New Vehicle Customer Study, please contact your InMoment sales representative or Shawn St. The study data is available to help automotive manufacturers and suppliers make smarter decisions to exceed buyer expectations. Clair , our syndicated research lead. Clair , our syndicated research lead. Visit Shawn St.

Study 195

Study Automotive Sports Roadmap 195

AWS Machine Learning

FEBRUARY 5, 2025

Retrieval and Execution Rails: These govern how the AI interacts with external tools and data sources. Well keep the focus on the pet store e-commerce site that is being upgraded with a conversational sales agent. Dialog Rails: These maintain the conversational flow as defined by the developer.

Chatbots 114

Chatbots Examples Interaction e-support 114

BlueOcean

OCTOBER 17, 2023

The report urged stakeholders to consider environmental, social, and governance factors in their financial processes and investments. Today, despite their being no uniform standards defining ESG, there are many laws and regulations that govern how companies must conduct their business. Evaluating ESG through your RFP is complex.

How To 177

How To Government Guidelines Effort Score 177

Lumoa

FEBRUARY 9, 2023

The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

BlueOcean

APRIL 16, 2024

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Contact Center Outsourcing Provider of the Year” category at the 18th annual Stevie Awards for Sales & Customer Service. This is Blue Ocean’s fourth Stevie Award.

Contact Center 156

Contact Center Sports Effort Score Customer Care 156

AWS Machine Learning

FEBRUARY 20, 2025

Verisk (Nasdaq: VRSK) is a leading data analytics and technology partner for the global insurance industry. Verisk has embraced this technology and developed its own PAAS AI, which provides an enhanced self-service capability to the PAAS platform. Jerry holds a degree in Computer Science from Stevens Institute of Technology.

Knowledge Base 116

Knowledge Base Insurance Guidelines Innovation 116

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. This often gets translated into the following business text: SALES! MORE SALES! There is a basic understanding that investing in sales means earning business results. Absurd, right?

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

InMoment XI

APRIL 3, 2023

Here’s an example: Previously, we sent a post-sales survey to buyers after our sales team closed a deal. We scraped the after-sales survey completely and doubled down on doing live Buyer Interviews. Every customer feedback data source should have a clearly defined purpose, owner, and governance (i.e.,

Tips 195

Tips Touchpoint Customer Centricity NPS 195

CSM Magazine

OCTOBER 30, 2024

Whether you’re looking to expand your team, improve training programs, or invest in new technologies, securing the right funding is crucial for scaling your customer service operations. You might find savings in marketing, sales, or other operational expenses that can be redirected towards customer service enhancement.

Customer Service 52

Customer Service Government Competitive Advantage Financial 52