Thematic

FEBRUARY 11, 2024

This year Medallia announced a self-service agile market research suite and 4 innovations in Generative AI. The Sessions To dig deeper into AI, CX, EX and ROI, Medallia Experience had a packed agenda of sessions led by Medallia product people, consultants / speakers and practitioners.

NPS 62

NPS Hotels Events Demo 62

Oracle

AUGUST 6, 2019

Breakout session featuring Tony Castiglioni, VP, Product Management, B2C, Oracle, Pierre Custeau, VP Product Management, B2B, Oracle, and Shashi Seth, SVP, Oracle Marketing Cloud, Oracle. The AI-Powered Marketer: How to Craft a Next-Gen B2C Marketing Campaign. Strengthening the Customer Experience Using Data and Oracle Marketing Cloud.

2019 47

2019 Marketing B2C Roadmap 47

C3Centricity

JUNE 2, 2021

Price insensitivity is positively correlated with ROI. Cost is not as important in the business arena if there is a high ROI. Pricing #B2B #B2C Click To Tweet. Pricing #B2B #B2C Click To Tweet. Pricing #B2B #B2C Click To Tweet. Find innovative ways of pricing. New product pricing.

B2B 78

B2B B2C Consumers Brands 78

Kerry Bodine

OCTOBER 20, 2021

But here’s what innovative organizations understand: Customer experience is the superhighway to business success. Here’s how I define customer experience: It’s your customers’ thoughts, emotions, and perceptions about their interactions with your organization. These words — thoughts , emotions , perceptions — sound touchy-feely. Fluffy even.

Customer Experience 90

Customer Experience B2C Hotels Events 90

Talkdesk

JULY 31, 2017

We see innovation happening in service, and those officers have very senior titles and very broad responsibilities. I travel to Japan, to Europe, and I see this innovation happening across all segments across the globe. Many B2C companies use us and they want to talk to their customers, to find out what’s going on. Absolutely.

Innovation 42

Innovation Average Handle Time Magazine Contact Center 42

Talkdesk

JULY 31, 2017

We see innovation happening in service, and those officers have very senior titles and very broad responsibilities. I travel to Japan, to Europe, and I see this innovation happening across all segments across the globe. Many B2C companies use us and they want to talk to their customers, to find out what’s going on. Absolutely.

Innovation 40

Innovation Average Handle Time Magazine Contact Center 40

Magellan Solutions

SEPTEMBER 9, 2020

Over the years, technological advancements have innovated business communication. Based on the live chat statistics 2020 of Finances Online, 67% of B2C businesses use live chat for customer support. 74% of B2C and 85% of B2B utilize it for sales. This resulted in the birth of live chat, an essential functionality of a website.

2020 52

2020 Insights B2C E-support 52

ReviewTrackers

MAY 8, 2017

Session topics include how to make the most of customer feedback , the different elements of ROI, employee engagement, the continued role of NPS in measuring customer satisfaction, agile operations, and in-depth measurement and insight, among others. Where: London, UK. Interactive Customer Experience (ICX) Summit. When: June 5 to 7, 2017.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

Customers Rock!

JANUARY 24, 2012

This post is part of the Social ROI Blog Carnival at Think Customers: the 1to1 Media blog. Visit the blog carnival post “ Calculating the ROI of Social Media ” to check out the full list of posts from numerous well-known social media thought leaders. On occasion, we see true ROI calculated from social media initiatives.

Social Media 82

Social Media Measurement ROI 2012 82

Customer Guru

AUGUST 21, 2018

She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. Lincoln is a Customer Success Consultant, keynote speaker and co-author of the book “Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue”. Kerry Bodine Follow @kerrybodine.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Lithium

AUGUST 8, 2018

ROI, sales revenue). NEW IN 2018: B2B Community Innovator. B2C Community Innovator. Recognizes a B2C or B2B brand that is on the bleeding edge of offering rich, immersive, and inventive community experiences. This category requires the company to include metrics to showcase the results achieved. Regional Awards.

2018 40

2018 B2C Social Media B2B 40

Lithium

AUGUST 8, 2018

ROI, sales revenue). NEW IN 2018: B2B Community Innovator. B2C Community Innovator. Recognizes a B2C or B2B brand that is on the bleeding edge of offering rich, immersive, and inventive community experiences. This category requires the company to include metrics to showcase the results achieved. Regional Awards.

2018 40

2018 B2C Social Media B2B 40

Lithium

AUGUST 8, 2018

ROI, sales revenue). NEW IN 2018: B2B Community Innovator. B2C Community Innovator. Recognizes a B2C or B2B brand that is on the bleeding edge of offering rich, immersive, and inventive community experiences. This category requires the company to include metrics to showcase the results achieved. Regional Awards.

2018 40

2018 B2C Social Media B2B 40

CX University

JANUARY 15, 2020

A brand like Late July Snacks is a great example of a product that achieves great flavor and has all the good-for-your and product-innovation boxes checked, creating an awesome brand experience. With buzzwords like organic, healthy, natural, plant-based, ethically sourced, and many more, millennials are getting hooked on premium snacks.

Airlines 52

Airlines Social Media 2025 B2B 52

TechSee

SEPTEMBER 3, 2019

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. This enables contact center managers to continually measure the usefulness and the ROI of each tool.

Contact Center 84

Contact Center B2C 2023 ROI 84

Lithium

SEPTEMBER 20, 2018

ROI, sales revenue). B2B Community Innovator. B2C Community Innovator. Recognizes a B2C brand that is on the bleeding edge of offering rich, immersive, and inventive community experiences. This category requires the company to include metrics to showcase the results achieved. Comcast, Tealium, Upwork.

2018 40

2018 Social Media B2C B2B 40

Lithium

SEPTEMBER 20, 2018

ROI, sales revenue). B2B Community Innovator. B2C Community Innovator. Recognizes a B2C brand that is on the bleeding edge of offering rich, immersive, and inventive community experiences. This category requires the company to include metrics to showcase the results achieved. Comcast, Tealium, Upwork.

2018 40

2018 Social Media B2C B2B 40

Lithium

SEPTEMBER 20, 2018

ROI, sales revenue). B2B Community Innovator. B2C Community Innovator. Recognizes a B2C brand that is on the bleeding edge of offering rich, immersive, and inventive community experiences. This category requires the company to include metrics to showcase the results achieved. Comcast, Tealium, Upwork.

2018 40

2018 Social Media B2C B2B 40

Lithium

SEPTEMBER 20, 2018

ROI, sales revenue). B2B Community Innovator. B2C Community Innovator. Recognizes a B2C brand that is on the bleeding edge of offering rich, immersive, and inventive community experiences. This category requires the company to include metrics to showcase the results achieved. Comcast, Tealium, Upwork.

2018 40

2018 Social Media B2C B2B 40

Beyond Philosophy

AUGUST 9, 2016

Over the past few years, we have seen the growth of b2b and b2c market research online communities, or MROCs. Innovative, social techniques are core to employee VOC programs. Online Community ROI, Redefined (In Pictures). Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

Connections 60

Connections Insights Social Media Banking 60

ChurnZero

MAY 6, 2022

I love innovation and being first. That’s easier to do in B2C. B2B products must impact ROI. “If If your product or service can have an impact on ROI, that’s what you really need to do. “If If your product or service can have an impact on ROI, that’s what you really need to do. But in B2B, being first is terrible.

ROI 98

ROI B2B B2C 2022 98

NetBase

OCTOBER 16, 2019

Banks must not only execute on today’s imperatives, but also radically innovate and transform themselves for the future. Correspondingly, a top hashtag in the banking conversation is #cryptocurrency: Smart banks are focused on #innovation and adopting #blockchain technology to support #digitalbanking – and beyond that. Great risk.

Banking 40

Banking Retail Feedback Social Media 40

NetBase

OCTOBER 16, 2019

Banks must not only execute on today’s imperatives, but also radically innovate and transform themselves for the future. Correspondingly, a top hashtag in the banking conversation is #cryptocurrency: Smart banks are focused on #innovation and adopting #blockchain technology to support #digitalbanking – and beyond that. Great risk.

Banking 40

Banking Retail Feedback Social Media 40

Pink Guava

MARCH 25, 2019

Innovation accompanied with evolving technologies has led to so many product startups worldwide along with India. Is it the new idea, the innovation itself? My product is B2B, what could be the right strategy to become B2C. How do I quantify the benefits (ROI) for my “customer experience strategy”?

Customer Experience Management 40

Customer Experience Management B2C Financial Social Media 40

Currency Alliance

OCTOBER 12, 2020

And it does not matter if you are B2C, B2B, or B2B2C. Mankind has an advantage on our planet because of our level of intelligence and ability to innovate fairly quickly. Innovation in markets has been going on for centuries. That 5-10% shift in spending might represent an ROI of 50-100% for the participating brands.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

ERDM

JANUARY 22, 2019

and Scott Emmons, former Head of the Innovation Lab at Neiman Marcus Featured in the Journal of Digital & Social Media Marketing A recent study by Retail Info Systems asked execs, ‘Who does personalisation best?’.* Traditionally, marketers put customers into one of two buckets: business-to-business (B2B) or business-to-consumer (B2C).

Customer Experience 49

Customer Experience Sales Customers ROI 49

ChurnZero

FEBRUARY 1, 2019

There are Customer Success leaders out there who are always looking at things a little differently, who are ahead of the curve and who are continually learning and pushing innovation. ChurnZero Resource – ROI Calculator. Those are the ones we should all keep an eye on as we look to advance the field.

Chief Customer Officer 53

Chief Customer Officer 2019 Customer Success Leadership 53

ERDM

JANUARY 22, 2019

Traditionally, marketers put customers into one of two buckets: business-to-business (B2B) or business-to-consumer (B2C). In the words of Scott Emmons, Head of the Innovation Lab: We were looking for a way to improve the capabilities and effectiveness of our online chat agent. Privacy of preference information is essential.

Customer Experience 53

Customer Experience Sales Customers ROI 53

Feedbackly

SEPTEMBER 26, 2018

I smell an opportunity for new market entrants… A recent study suggests that the rapid rate of digital innovation has had a profound effect on customer expectations. Expectations for B2C as well as B2B customers. The ROI of Good Customer Experience. And can we blame them? Don’t Forget About Your Mobile Experience.

Customer Experience 56

Customer Experience Social Media Feedback 2004 56

West Monroe

JULY 24, 2023

She directly leverages her entrepreneurial spirit and background to innovate and lead. Peterson Chief Economist, The Conference Board How have innovators like Amazon changed customer expectations in all industries? Innovation and companies must span across industries, and they must think about their business in totality.

B2C 98

B2C Innovation Healthcare Roadmap 98

Magellan Solutions

JUNE 12, 2021

A business with a 10% market share or below has an expected return of investment (ROI) of about 9%. Meanwhile, there’s an expected ROI of 30% for businesses with more than 40% market share. B2C Online Transaction. ROI Calculator. Meanwhile, India’s best advantage is the number of technologies they can innovate.

B2B 52

B2B Banking 2027 B2C 52

Currency Alliance

JUNE 11, 2019

To be perfectly clear, this does not mean that any bank should cease to innovate around consumer-facing UX. We have talked to about 15 banks in the past 6 months and only two are now preparing to capitalize on this market-maker position to create value for both B2C and B2B customers. equates to $76m USD. References. [i] i] [link]. [ii]

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

SurveySensum

JULY 14, 2020

He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. She has extensive consulting experience across strategy, innovation, and communication and is a passionate customer champion, who uses customer experience strategy and data-driven insights to solve business problems.

2020 132

2020 Customer Experience Magazine Consulting 132

SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. An innovative leader in the Customer Success and Customer Experience fields, Kia Puhm is a professional with over 26 years of experience in scaling businesses and managing strategic corporate initiatives.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

Confirmit

DECEMBER 5, 2018

The report summarizes the factors that define leaders and laggards in CX across different industries, and across B2B and B2C markets. Even among Leaders, less than half of our audience feel they can confidently point to Return on Investment (ROI) figures. This has got to change.

2018 40

2018 Return on Investment Customer Centricity B2C 40

ClearAction

JANUARY 14, 2015

As such, many CXM practices formalized by business-to-consumer (B2C) firms may have a different label and may be less formal, taken for granted and less visible in B2B CXM. What's happening in B2B CXM strategy is similar to what's happening in B2C. Therefore, surveys of B2B practices may understate the actual work being done.

Customer Experience Management 97

Customer Experience Management Customer Experience Management B2B 97

Magellan Solutions

JULY 17, 2021

Outsourcing boosted its innovation productivity by 60%. Today, about half of P&G’s innovation comes from external collaboration. . They assist with lead generation, campaign management, and other essential services to make sure you’re generating a high ROI. B2C cold calling. The result exceeded all the expectations.

2021 52

2021 Call Center 2014 B2B 52