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Top 2024 resources on cx

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  • Drip eCommerce CRM Review: Better CX Management (June 2019) - Thinking of using a tool like Drip eCommerce CRM? The world of eCommerce is very competitive. By 2021, it should be worth about 4.8 trillion dollars. Getting ahead in an environment as cluttered as that one means knowing how to… Continue reading Drip eCommerce CRM Review: Better CX Management (June 2019)
    Topics: marketing, crm, better, ecommerce, drip, customers, audience, cx, customer, management, youre, need, email, review.
  • Gartner Predicts 2022: B2B eCommerce Orgs Will Miss the CX Mark - Through extensive research and trend monitoring, industry analyst Gartner releases a report of yearly predictions. The blog series kicked off with a focus on their first prediction, the impact of unified commerce; while the second installment sheds light on how B2B eCommerce organizations are and should be tackling digital optimization with the customer experience at the forefront. Here’s what they had to say:  “By 2025, 60% of B2B sales organizations’ digital sales optimization projects will not meet customer experience goals because of focusing on operational targets only.” Data Collection Without Understanding or Intent Gartner finds that while data collection is indeed a driving force behind how organizations set priorities and goals, that information is not properly interpretated towards improving the customer experience. Best case scenario, an organization may adopt new technologies to automate sales or customer service functions but miss the greater opportunity for customer experience wins. The challenge, Gartner posits for these companies to make the shift from operationally focused to a customer-centric approach. While in pursuit of building the perfect data beast, they’ve lost sight of the customer; oftentimes missing the mark completely on where the customer really is on the buying journey. The remedy from the problematic process-forward to the customer-forward approach is an 11-step path on how best to build strong customer relationships. Gartner references a few key steps highlighting an active listening stance, and being open to stepping outside the conventional when it comes to the customer to better earn their trust. Analyst Recommendations To counteract the shortsighted effect of process or efficiency- based digital commerce, Gartner suggests the following for B2B eCommerce organizations as they move towards transformation: Adopt modern technology designed to meet the customer where they are such as conversational AI and engagement analytics; leverage the appropriate technology with the intent to better understand your customer Take an honest, open look at your KPIs to determine which are operationally driven versus CX focused Assess your CX initiatives to ensure balance; avoid organizational silos where CX doesn’t lead the charge towards a unified digital transformation   Looking for a B2B eCommerce Solution? Elastic Path is Transforming B2B Commerce Experiences Quickly & Efficiently While Driving Substantial Revenue Growth. Chat with an expert today to see how our flexible, composable solutions can speed up your time to market, reduce costs, and improve your customer experience. Talk with an eCommerce Expert Elastic Path Delivers on Multi-Channel Experiences One of the key advantages of choosing an Elastic Path platform for your B2B eCommerce needs is its flexibility across business models spanning B2B, B2C, and B2B2C. Navigating the complexities of each channel is a challenge; instead of piecing together fragmented solutions you now have the power and agility to control commerce capabilities in whatever space you’re in from a single platform. Consider the flexibility of creating unique catalogs across multiple markets, and delivering personalized account-based pricing. The focus moves away from simply order taking, to cultivating customer relationships with differentiated experiences. Check out our guide for choosing the right eCommerce solution for you. Read a full list of Gartner’s 2022 Predictions  and stay tuned for more highlights from their extensive research and survey findings.
    Topics: orgs, mark, path, b2b, digital, ecommerce, experience, customer, gartner, commerce, organizations, cx, miss, sales.
  • How chatbots can optimize customer experience (CX) - Whether your business is B2B or B2C, there are many ways in which chatbots can improve your total customer experience. From answering customer questions, to recommending products, to improving efficiencies in the sales funnel, chatbots are a growing tech trend that will soon become a staple in business operations.
    Topics: business, service, customers, optimize, customer, td, sales, b2b, experience, response, cx, chatbots.
  • Why you need to meet me in London at Gartner CX - The sessions within the tracks at Gartner CX Summit provide great firsthand insights. One in particular we’re excited to attend features Swisscom and their Head of Architecture, Sven Friedli taking place on May 23.
    Topics: business, focus, strategy, summit, gartner, customer, swisscom, transformation, need, meet, cx, london, experience.