Note: When I started and finished writing this article, I realized how absurd the situation sounds — yet the facts prove it is true. Every major cloud contact-centre platform — Genesys, NICE, Cisco, Avaya, Amazon Connect, Five9 and Talkdesk — [...]
The next “customer” many companies will face is not a person clicking through your journey. It’s an AI agent acting on that person’s behalf — or a procurement bot acting for a business — with permission to search, compare, negotiate, purchase, and [...]
In today’s B2B landscape, customer journey management (CJM) architectures – the systems and processes to map, orchestrate, and optimize every step of the customer experience – are often touted as essential. Many enterprise vendors and consultants urge companies to adopt formal CJM [...]
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 [...]
Artificial Intelligence is no longer a peripheral experiment – it has become a strategic centerpiece for businesses worldwide. Top executives are increasingly treating AI as foundational to competitiveness, harnessing its power to reinvent how they engage customers, empower employees, design products, and [...]
This article was originally posted at the European Customer Experience Organization: https://ecxo.org/asias-b2b-cx-benchmark-report-12-major-economies-compared/ Personal Statement on the Future of CX Metrics Every time I see the usual NPS defenders — from Bain and its loyal followers to CEOs who built their brands around [...]
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, [...]
💳 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, [...]
Forget vanity scores. From real-time insights to account-level health, these companies are proving that smarter CX metrics drive real business impact. The Gist Integrated CX data. Technology companies are consolidating customer feedback from multiple channels into one unified platform for more [...]
