The B2B customer experience is something I spend a lot of time on as a customer experience consultant, author, and speaker. I thought it would be nice today to listen to someone else for a change.

Keynote speakers (including, I admit, myself), authors, pundits around the water cooler: All tend to use consumer (B2C) examples to illustrate what they're trying to say about customer service and the ...

The company (technically, its predecessor, KCI) was started in a one-bedroom apartment in San Antonio, TX, by an emergency room physician who saw the value of advanced treatments in dealing with ...

From researching product specifications and comparing pricing to accessing service and support, the B2B buying experience has many potential friction points. Customers seem to be gravitating to ...

Now, more than ever before, customer service is vital to business well-being. Word of mouth, always the most powerful endorsement a brand could get,… Now, more than ever before, customer service is ...

B2B customer experience is reaching an inflection point as buyer expectations rise, service channels multiply and AI reshapes how teams operate. Yet many organizations are still relying on outdated ...

B2B businesses deploy a variety of tactics to drive growth and compete in their industry. For example, they may compete on product innovation by delivering a better mouse trap than anyone else in the ...

Discover real-world Account Based Marketing (ABM) and Demand Generation insights to help drive your B2B success. Explore our expert-led resources and best practices for targeting high-value accounts, ...

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 ...

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 ...

Newgen Software today announced its recognition in Forrester’s The Customer Service Solutions for B2B Landscape, Q3 2026. Authored by Laura Ramos, the report provides an overview of 19 vendors in this ...