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12 Top Choices to Read and Follow over the Holiday Season

Peter Lavers

These blogs have generated the most engagement from my twitter and LinkedIn communities: It’s hard to believe that the Credit Crunch hit 10 years ago, and this blog considers 4 “seismic changes” that have resulted in the field of Customer Management, with versions specific to B2B and B2C.

B2C 138
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Call Center, Contact Center and Customer Experience Events – April 2018

Taylor Reach Group

SOCAP Ohio Chapter – B2C Text Messaging Summit April 5, Columbus, OH. CRM Evolution 2018 – Conference and Expo April 9 – 11, Washington, DC. You'll have the opportunity to hear from the brightest and most influential people in the CRM industry. Monetising Big Data in Telecoms World Summit 2018 April 23 – 24, Singapore.

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4 Ways to Personalize B2B Customer Support at Scale

TeamSupport

Business-to-consumer (B2C) brands have taught their customers to expect quick issue resolutions through apps and social media outreach. Even better, integrations between technologies such as your customer support software and your customer relationship management (CRM) solution can create faster and more accurate responses.

B2B 56
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What Consumer Goods Companies Can Learn From Healthcare. 7 Lessons of Customer Service Excellence

C3Centricity

CEX #CRM #CustomerService Click To Tweet. Customer #CEX #CRM Click To Tweet. In fact, this is one of the most important uses of Big Data, both now and for the foreseeable future. This is one of the most important uses of Big Data, both now and for the foreseeable future. BigData #CEX #CRM Click To Tweet.

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The Most Effective Communication Channels for Personalized Customer Service

aircall

We recommend using the latter for B2C interactions instead. . AI and big data are more available now in customer service programs and tools. From there, you can easily collect customer data and use it for email segmentation and personalization. . Doing this makes relevant data more accessible across teams.

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50+ Customer Engagement Statistics for 2020

ProProfs Blog

The benefits of customer engagement are not just restricted to B2C sectors. Therefore, you need to make sure that no matter what live chat software or CRM platform you invest in, it secures the data on your customers properly. Companies that successfully engage their B2B customers reported 63% lower customer attrition.

B2B 204
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Customer Experience Challenges According to 15 CX Experts

Lumoa

Some hints: big data, omnichannel, personalisation, AI and organizational culture. Many organizations are currently enamoured with the promise of technology and big data. Peter Lavers, Customer Experience and CRM Expert @ PeterLavers | blog "Customer Experience is here to stay!