PeopleMetrics

JANUARY 24, 2022

Over the past few years, I have noticed 3 key trends that have shaped the work we do going forward: Massive investments in Artificial Intelligence (AI) – from text analytics to automated service recovery, the CX industry has embraced AI. But first, a quick perspective on the CX industry. That 20% consist of high-impact customers.

B2B 90

B2B Journey mapping B2C Benchmark 90

Peter Lavers

FEBRUARY 20, 2019

Watch the video report from Dimension Data’s 2019 Global Customer Experience Benchmarking Report Roundtable session. Connected CX journeys. Customer analytics. You may also be interested to read the blog that I published on the Customer Attuned site that considers 3 critical conclusions from the report for the B2B sector.

Chief Customer Officer 100

Chief Customer Officer Benchmark B2B Analytics 100

SmartKarrot

AUGUST 2, 2023

In addition to this, we will also highlight some great CS benchmarks that every Customer Success team should aim to achieve. Supportive Technologies for CS – In addition to the CS platform you must also invest in other supportive technologies like CRM tools, customer analytics, AI-based customer insights, and automation technologies.

Benchmark 10

Benchmark Customer retention SaaS Customer centricity 10

PeopleMetrics

FEBRUARY 25, 2022

Here are a few trends we're seeing : Increased investments in AI technology, like text analytics and automated service recovery, to streamline elements of the CX process. Here are a few of the most important concepts to keep in mind: Customer journey mapping. Moments of truth".

Customer Experience 71

Customer Experience Journey mapping Feedback Metrics 71

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 Enterprise 62

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Buying Influencers: Many parties within a B2B firm influence buying decisions. So, what does it mean?

B2B 62

B2B Feedback B2C Enterprise 62

Netomi

JANUARY 5, 2022

Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018. Bruce Temkin.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98