B2B Smart Meeting Tech Performance Review
Mobile can be considered the competitive differentiator for customer experience programs, especially in an engagement economy.
Regardless of your industry, or where you fall on the B2B or B2C scope, the modern customer has a huge role in how their journey plays out. Now more than ever, customer experience is always-on and on-demand. So, if customer experience itself is a 24/7 industry, do you have the tools or processes in place to support real-time engagement?
When you meet your customers on a channel they are already using, such as mobile, the rate of engagement is better equipped to keep up with the speed of business. Mobile-first capabilities like notifications, customizable preferences, on-the-go access, location-aware experiences, and peer to peer messaging offer customer journey touchpoints that work.
Seventy-five percent of marketers and 85% of IT professional reported that mobile is a definitive part of their company’s integrated customer experience.
In-Person and On-Site
Digital customer experience accounts for about 85% of the overall customer journey. You may never see or hear from the company, but you have tools at your disposal to continue your journey as you see fit.
The other 15% can manifest itself in conversations, communications, and even in-person customer experience journeys. All of which still need to have a good digital customer experience component. When it comes to on-site, especially in the B2B space, you're spending time getting to know your customer, their unique business challenges and needs, and perhaps formulating a solution. Typically, this is done face to face or through an on-site meeting.
Innovative, customer-facing technology is changing the meeting experience, making it is more interactive, informative, and experiential - before, during, and after. Again, customer experience is 24/7 so it doesn’t just stop once a meeting is over.
Good meeting tech leads with a mobile-first mindset. Your customer is naturally always on the go. But it needs to fulfill a need too. Our top benefits of a mobile customer experience or customer meeting mobile approach should:
- Align with your digital transformation initiatives
- Facilitate ongoing engagement
- Provide customer insight
- Make the process in-person experiences simpler
All the technology in the world cannot replace what truly makes these types of applications so successful, which is an ecosystem that fosters a collaborative culture driven by smart, connected workplaces.
"Digital customer experience accounts for about 85% of the overall customer journey. You may never see or hear from the company, but you have tools at your disposal to continue your journey as you see fit. @TheCXApp"
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To illustrate the power of mobile apps for customer experience programs and on-site interactions. We took a 30-day sampling across active companies using a mobile app for their B2B customer meetings and executive briefings.
These companies use a mobile app to drive their programs with real-time collaboration, up-to-the minute information, relevant alerts, and quality engagement. Across the 30 days, we found that the mobile-first approach for on-site experience increases overall satisfaction by providing an effortless way for customers to engage and interact with physical and digital touchpoints that were part of the overall experience.
As an aggregate, here is what we found: