This report was originally published by the European Customer Experience Organization (ECXO.ORG). Here is the original post: https://ecxo.org/asias-b2b-cx-benchmark-report-12-major-economies-compared/ Introduction In Asia’s dynamic B2B landscape, customer experience (CX) has become a strategic priority. China’s rapid rise is especially noteworthy – Chinese enterprises [...]
Introduction Artificial Intelligence is now embedded in customer interactions across industries worldwide. From telecom and banking to retail and automotive, organizations in B2C and B2B spaces are deploying AI solutions for customer service, sales, and personalization. Yet too often these initiatives [...]
Introduction: In B2B markets, losing a customer can mean losing years of revenue and partnership. Studies show it can cost 5–25 times more to win a new B2B client than to retain an existing one, and even a modest boost in [...]
Introduction: The New CX Imperative – Cybersecurity in the Age of AI In today’s B2B landscape, customer experience (CX) isn’t just about product quality or service delivery – it’s inseparable from trust and security. With cyberattacks growing in frequency and sophistication, [...]
Artificial Intelligence (AI) is no longer a futuristic concept in logistics — it is the foundation of how global trade now functions. With more than 90% of the world’s goods transported by sea and billions of parcels moving daily across air, [...]
Introduction Agentic artificial intelligence (AI) represents the new frontier in intelligent systems — one where machines can not only process information but pursue objectives, make decisions, and act autonomously to reach desired outcomes. Unlike earlier generations of AI, these systems collaborate, [...]
Introduction: Why Traditional Service Measurement Falls Short For decades, Service Level Agreements (SLAs) have been the contractual backbone of IT and business services. They define targets such as system uptime, ticket resolution times, or average response speed. SLAs give providers and [...]
Originally posted on LinkedIn here. 🚛 When supply chains fail, Customer Experience (CX) suffers. No matter how seamless a digital front office is, a delayed order, an untraceable shipment, or a supplier disruption can erode customer trust instantly. In today’s B2B and [...]
💳 In B2B, loyalty isn’t points. It’s partnerships. When we think of loyalty, many immediately picture points, discounts, or perks. But in B2B, loyalty looks very different. It’s not about collecting rewards; it’s about building partnerships that last through trust, value, [...]
This article was inspired by the work of Joseph Pine II (Joe Pine) and James H. Gilmore, authors of The Experience Economy and by my years serving the Samsung Group. Introduction: The Experience Economy in Mobile Technology The global smartphone [...]
