Human expertise essential. AI cannot replace the trust, collaboration and human-led decision-making crucial in B2B customer experiences. AI enhances, doesn’t replace. AI offers powerful real-time data ...

Why is it that B2B customer experience (CX) ratings fall so far behind their equivalents in the B2C market? Global consulting firm McKinsey reports that B2C companies tend to receive satisfaction ...

In B2B organizations, clients increasingly expect a seamless, personalized and efficient experience. An elevated customer experience (CX) is no longer just a “nice-to-have” — it’s essential for ...

My formula for creating a great business-to-business (B2B) customer experience and customer service can be summarized in one sentence: The best way to help your B2B customers is to help them do their ...

Customer support is a top priority for maintaining a client relationship and offering extended value to customers. No matter the industry, customer support must be a priority for any business. However ...

As a business leader, by now you’ve absorbed the initial shock of COVID-19 and realized that it’s time to start emerging from crisis response mode. But you’re nowhere near being out of the woods.

In the dynamic landscape of B2B commerce, businesses are continuously seeking innovative strategies to stay ahead of the competition. Assisted sales, a concept that combines technology and ...

Business-to-business (B2B) marketing has long been deemed the poor cousin of its consumer-focused counterpart. But B2B brands can no longer afford to lag behind consumer brands when it comes to ...

Customer churn is a top concern for any business—but especially B2B firms. If you aren't able to get on top of customer retention, your bottom line can be completely devastated. The best way to reduce ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. With all the things B2B companies must do to be successful, ...