The difference between B2B (business-to-business) and B2C (business-to-consumer) customers is huge. For most B2C companies, customers are easy to come by. A B2C company tends to prioritize gaining new ...

According to a report by Forrester, firms that have been working on optimizing customer experience are more likely to generate higher revenue than those who put customer experience (CX) secondary.

As customers demand ever faster, smoother service, traditional IT systems cannot keep pace. Autonomous CRMs offer a way ...

Think back to a time when you had an outstanding customer experience — one so memorable that you couldn't help but tell your friends about it. More often than not, it wasn't just about meeting ...

Avoid overpromising. Trust is built by establishing realistic expectations and then overdelivering. Overdelivery doesn’t mean working for free or providing services at a significant loss. Small, ...

Everyone knows that bad customer experiences negatively impact customer loyalty, brand image, and a business's bottom line. With this in mind, businesses strive to not just meet, but exceed, customer ...

To improve customer loyalty, organizations must address this gap by implementing effective data management, advanced AI and strategic human interaction. Customer support is a vital function for any ...

With economic uncertainty in the headlines, consumer confidence is crossing stormy waters—changing expectations, thus driving consumer trends, and making it critical for businesses to stay on top of ...

Currently responsible for the full-brand and marketing management of leading European outsourcer CCA International. Matthieu works to establish the CCA International brand as an expert partner, in ...