Tag: b2b customer experience

Come gestire le journey dei clienti nel B2B

su da Gian Carlo Mocciin B2B, Customer Journey

AICEX: Anche nel B2B il tema della customer experience si è fatto strada, ed il COVID-19 ha accelerato diverse trasformazioni. Un rapporto azienda cliente complesso ma con molte logiche simili a quelle del B2C sta trovando espressione anche nell’approcio D2C. Riprendiamo questo articolo che espone alcuni elementi interessanti su questo tema.

For the past decade, B2B marketers have aspired to achieve the level of personalization now common in B2C marketing, particularly among disruptive direct-to-consumer brands.

Yet, 42% of B2B marketers say their marketing efforts are not fully personalized, although 77% agree that personalization builds better customer relationships. Accordingly, more B2B brands are turning their attention to improving personalized content, with an impressive 82% of B2Bs saying they’ll use artificial intelligence to help personalize customer experiences online in the next three years.

At the same time, while personalization is becoming table stakes for effectively communicating with today’s B2B buyers, the B2B customer journey itself is undergoing rapid transformation—which is being accelerated by the ongoing COVID-19 pandemic.

As B2B marketers plan their personalization road maps, they need to be doing so with a new reality in mind: The B2B buyer journey of the future is going to be even more self-directed.

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Come utilizzare l’AI per offrire esperienze personalizzate in ambito B2B

su da Gian Carlo Mocciin AI, VR, AR, Marketing, Loyalty

AICEX: Offrire una esperienza personalizzata ai buyers dovrebbe essere un elemento prioritario in ambito B2B, e l’AI con la sua capacità di elaborare informazioni può essere di grande aiuto.

Leggi il post originale qui: How to Deliver Personalized B2B Experiences With AI

Come le aziende B2B diventano CX Leaders

su da Gian Carlo Mocciin CRM, Customer Service, Customer Experience, Customer Journey

AICEX: AN INTERESTING POST RELATED TO B2B CX from Customerthink.com
Image courtesy of Thomson Data LLC

By Are you a B2B company struggling with customer experience challenges?

When I go to customer experience conferences, B2B companies are under-represented, both in attendees and speakers. When clients look for benchmark data, B2B reports are few and far between.

Those are just a few examples of why I wanted to revisit a question I posed in a post I wrote two years ago: If you work for a B2B company, is customer experience still an important focus? In short, yes.

Continua a leggere “Come le aziende B2B diventano CX Leaders” →