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Steep Growth Curve and Unrivalled Market Leadership: How China’s Drone Manufacturers Have Become World Champions

27.04.2017
Flecher Kong

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Virtual Reality Made in China: How 200 Startups Are Preparing for the Explosively Growing Billion-Dollar VR and AR Market

19.04.2017
Chen Liang

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Chinese Tech Industry Conquers the Global Market for Consumer IoT Devices – Market Share Could Rise to 95 Percent in the Long Run

11.04.2017
Chun Zhang

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Insurtech Meets IoT – How 20 Billion Connected Devices Are Opening Up New Business Areas for the Insurance Industry

07.04.2017
Robert Aderan

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Hot on the Heels of Insurtech Startups: Established Insurance Companies Turbocharge Into the Future

23.03.2017
Robert Aderan

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Insurtech Players Focus on a Perfect Customer Experience and Disrupt the Insurance Market

14.03.2017
Robert Aderan

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4 Reasons Why the Stagnant Smartphone and Mobile Device Market May Rebound in 2017

24.02.2017
Kimberly Meyer

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14 Billion Consumer IoT Devices by 2020: 4 Highlights You Shouldn’t Miss at the Mobile World Congress 2017

21.02.2017
Kimberly Meyer

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Consumer IoT and Smartphones at Mobile World Congress 2017: A Sneak Preview by B2X

13.02.2017

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Artificial Intelligence in Customer Care: Will Machine Learning & Co. Eventually Replace Human Service Experts?

01.02.2017
Ranjeet Walunj

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Smartphones And Consumer IoT Devices Are Becoming Even Smarter: On The Way To An Ambient Customer Care Experience

27.01.2017
Ranjeet Walunj

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Augmented Reality Disrupts The Customer Care Experience – How Service Science Fiction Comes True

24.01.2017
Ranjeet Walunj

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Digital Transformation Is Accelerating Customer Experience Innovations in the Mobile Industry in 2017 and Beyond

29.12.2016

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More Than the Sum of Its Parts: Why Customer Experience Will Continue to Keep Us on Our Toes in 2017

20.12.2016
Kimberly Meyer

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Service and Quality Initiative Elevates Chinese Smartphone Manufacturers to the Champions League

13.12.2016
Chen Liang

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Why a Superior Customer Care Experience Relies on End-to-End Supply Chain Management

02.12.2016

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3 Ways Real-Time Data and Analytics Improve Customer Care Operations in the Mobile Industry

23.11.2016

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4 Key Ingredients for Operational Excellence in Customer Care

18.11.2016

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How IoT Will Change the Way Businesses Collect Customer Insights

31.10.2016
By Philipp Rennert and Jan Stuebben

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How Billions of Connected IoT Devices Are Transforming the Insurance Industry

24.10.2016
Philipp Rennert and Jan Stuebben

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The Underestimated Risk: Why Mobile and IoT Security Are So Critical

18.10.2016
Philipp Rennert and Jan Stuebben

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Provide Service Through the Eyes of Your Customer

30.09.2016
Kimberly Meyer

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Service Champions – 6 Examples of Excellent Customer Service

23.09.2016
Kimberly Meyer

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Loyalty or Disloyalty – How Customer Service Impacts Your Brand

05.09.2016
Kimberly Meyer

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Smartphones Break More Often Than You Would Think – Here’s What You Can Do to Bring Your Mobile Back to Life

23.08.2016
Robert Aderan

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Smartphone Insurance – Do You Really Need One and What Should It Cover?

16.08.2016
Robert Aderan

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10 Tips To Protect Your Smartphone All Summer Long

09.08.2016
Robert Aderan

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Multi-Billion Dollar Used Smartphone Market – A Win-Win Situation for Developing Countries and the Planet

25.07.2016
Kimberly Meyer

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Why Owning the End-to-End Customer Journey is the Key to Success

15.07.2016
Kimberly Meyer

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What we need for the Future

05.07.2016
Yuki Braun

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How Billions of IoT Devices Will Turn the Connected Digital Lifestyle Eventually into Reality

30.06.2016
Chen Liang

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How we escape a Smartphone Crisis – the perspective of a Millennial

29.06.2016
Yuki Braun

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Virtual Reality Moves From Hype to Reality – Check Out the Hottest Tech Trend at MWC Shanghai

24.06.2016

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Inside the Mind of a Millennial

21.06.2016
Yuki Braun

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Sneak Peak at MWC Shanghai – 3 Highlights You Should Not Miss At Asia’s Biggest Mobile Industry Event

14.06.2016
Chen Liang

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How Swedish Micro-Insurance Pioneer BIMA Makes Protection Affordable for Everyone

30.05.2016
Kimberly Meyer

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How Digital Addiction Creates a $50 Billion Business Opportunity for the Insurance Industry

17.05.2016
Kimberly Meyer

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Insurtech Startup simplesurance Innovates the Customer Experience With the Help of B2X

09.05.2016
Philipp Rennert, Jan Stuebben

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»We Are Beyond the Digital Tipping Point and Most Insurance Players Work Extremely Hard to Stay in the Game«

26.04.2016
Kimberly Meyer

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How Self-Service Kiosks Might Change the Service Experience for Smartphone Owners

19.04.2016
Wolf-Christof Matthaeus

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The Future of Smartphones – Will We See Incremental Improvements or Disruptive Innovations?

05.04.2016
Kimberly Meyer

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Building Lifetime Customer Experience – How Customer Service Changed the Automotive Industry

23.03.2016

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Chinese Smartphone Brands on the Rise – Beautiful Design, Classic Features and Excellent Value for Money

15.03.2016
Chen Liang

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Why Face-to-Face Service in Retail Stores Remains a Cornerstone of any Modern Customer Care Strategy

09.03.2016
Krisztián Kovács

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Instant Help at the Customer’s Fingertips – Smartphone App Empowers Users to Solve Issues Before They Arise

16.02.2016
Jose Marquez Martinez

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Modern Customer Care Helps to Ensure That Smartphone Users Stay Connected

10.02.2016
Christian von Stengel, Chief Digital Officer

Christian von Stengel, Chief Digital Officer, B2X Care Solutions

 

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How Data As A Service Can Help Customer Care Organizations Improve the Customer Experience

03.02.2016
Christian von Stengel, Chief Digital Officer

 

This may not be new news, but here goes: To improve the customer journey, you must spend less time on...

Mobile Industry Highlights That You Don’t Want to Miss at Mobile World Congress 2016

25.01.2016
Kimberly Meyer

 

Some of the biggest players of the mobile industry gather every year in Barcelona for the GSMA Mobile World Congress...

Smartphone Insurance Sales Keep Growing But Consumer Expectations, Too

20.01.2016
Kimberly Meyer

 

Given the increasing use of electronic devices in everyday life, insurance and protection plans have become an...

Internet of Things 2016 and Beyond: Billions Of Devices Need Customer Service Now

15.01.2016
Kimberly Meyer

 

The Internet of Things (IoT) is not fiction any longer. Smart watches, activity trackers and other...

“Device Mesh” – How Multi-Device Usage Changes The Customer Experience

04.01.2016
Kimberly Meyer

 

 I see myself as an advanced technology user – not a geek but certainly above average. Lately, I started to feel...

Smart Home Market Takes Off With New Opportunities in Customer Care

17.12.2015
Kimberly Meyer

 

 Bad news for science fiction fans: The famous smart refrigerator, which orders everything you need for your...

Moving Towards a Wallet-less Society in 2016 and Beyond

11.12.2015
Kimberly Meyer

 

Mobile payments are finally finding their way into everyday transactions. As consumers continue their shift towards everything mobile, it’s no...

Big Data Grows Up – And Helps Improve the Customer Experience

08.12.2015
Kimberly Meyer

 

2016 will be less about the »bigness« of big data, and more about tangible...

Optimizing Customer Service by Region: China

30.11.2015
Chen Liang

 

This post is part of a series of regional posts based on insights from our...

Optimizing Customer Service by Region: Asia

24.11.2015
Alfred Lim

 

Asia is one of the most closely watched mobile landscapes in the world today....

Optimizing Customer Service by Region: LATAM

17.11.2015
Rodrigo Angel, Regional Director of Latin America at B2X

 

This post is part of a series of regional posts based on insights from our outstanding executives around the globe. 

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4 Mobile Apps Revolutionizing Customer Care

29.10.2015
Kimberly Meyer

 

With more than a billion mobile phones and 200 million tablets sold last year,...

The Power of Customer Loyalty and Customer Satisfaction

14.10.2015
Ehab Elhosary

The relationship between customer satisfaction and customer loyalty is a well-trod topic that’s been covered many times in research. While we know that...

Self-Help Solutions Pave the Way to Customer Satisfaction

06.10.2015
Maximillian Grabmayr, Director Product, B2X

 

With digital technology, today’s consumer expects to receive immediate and...

5 Key Considerations to Successfully Engage with Millennials and Gen Z

29.09.2015
Kimberly Meyer


The importance of understanding the customer service expectations of Millennials and Generation Z cannot be underestimated. With over 80...

Managing the Entire Customer Journey is Key

21.09.2015
Dieter Weißhaar

Many consumers would give up their TVs or even their best friends for a week before giving up their smartphones1!

 

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The Huge Potential of Mobile Device Protection Plans in Emerging Markets

09.09.2015
Robert Aderan

In our previous post, we talked about the popularity of ...

The Evolution of Mobile Technology

28.08.2015
Kimberly Meyer

 

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Smartphone Protection Plans: Why Are They So Popular in the U.S.?

26.08.2015
Harald Fesenbeckh

 

Nearly two-thirds (64%) of American consumers own a smartphone,1 and the maturity of the U.S. mobile...

The Power of Technology and Customer Data

07.08.2015
Kimberly Meyer

To truly differentiate themselves, most companies are realizing more and more that offering the right customer touchpoint at the right time is key to...

Humanization Changes the Face of the Customer Experience

28.07.2015
Kimberly Meyer

 

Automation has helped shape companies into efficient, well-oiled machines and enabled businesses to grow rapidly. For...

Shifting Customer Experience Expectations

17.07.2015
Kimberly Meyer

 

As we all know, customers’ expectations of the service experience are continuously increasing, and technology is clearly a...

The Danger of Rising Warranty Costs from Whatever Proof Devices

02.07.2015
Sebastian Bott

Our smartphones are one of our most precious possessions. Unfortunately, they are also fairly fragile, and an accidental drop or water spill can essentially put a pause our “digital lives”. At B2X, we’ve seen firsthand how frequent consumer induced hardware...

Successful Customer Service in the Mobile Era

16.06.2015
Kimberly Meyer

Around the globe, consumers are increasingly dependent on their mobile devices to stay connected, conduct business and organize their lives. Time and again consumers confess that their mobile devices is more important than other things they probably couldn’t...

Managing Customer Care in Emerging Markets

11.06.2015
Max Grabmayr

Fifteen years ago, mobile devices were just making their way into the developing world. Today, the level of access emerging markets have to mobile technology is catching up to developed world, and they’re eager to adopt more modern, sophisticated devices....

How the Amazon Fire Phone Could Transform Customer Service

21.10.2014
Raul Sfat & Bobby Penn

Amazon, ever the customer-centric company, recently released its first smartphone, the Amazon Fire Phone. With it, the world's largest online retailer and creator of the highly successful Kindle e-readers and tablets, took on the challenge to redefine the way people interact...

Will Customers Become Winners or Losers in the Wireless Network Carrier Wars?

05.07.2014

Although the wars between the wireless network carriers have been waging for some time, the fourth wave of monetization where digital services will drive the next trillion dollars in revenue, has lately become much more intense. In this warzone, the biggest challenge for...

A Necessary Paradigm Shift in the Service Supply Chain for Smart Mobile Devices

01.06.2014

As the sheer number of devices continues to increase, and as each device grows in complexity, the need for service and support will exponentially expand as well. The current service repair model for smartphones is “swap spoiled,” meaning that almost every single device...

Putting the Customer First: Tips to Providing Ultimate Customer Care for SmartPhones

27.02.2014
Raul Sfat

Today’s smart mobile market can be overwhelming; with more than 80 mobile brands loaded with hundreds of features, 10 platforms and thousands of accessories to choose from, consumers need help in selecting the right product.

 

This is where customer care...

Smart Mobile Device Customer Care Predictions 2014

14.01.2014
Raul Sfat

Based on our team’s vast experience working with OEMs, Mobile Network Operators, Retailers and Insurers of smart mobile devices we have identified 8 key trends or predictions that we expect to help shape the customer care industry for 2014.

To kick off 2014 we’ve...

Technology is pushing the limits on smart mobile devices … and global customer service

05.12.2013
Raul Sfat

Customer service is more important than ever as well-functioning smart mobile devices become increasingly critical to our lives. Technology is not only making better devices possible, but it is in turn enabling mind-blowing innovations in customer service as well. And it’s...

Who’s hardest on their smart phones? Tales and trends from the customer care trenches.

21.11.2013
Raul Sfat

We’ve done some recent analysis on more than 5 million B2X customer service incidents worldwide, and the numbers show some clear trends.

For example, if you want a healthy smart phone, consider moving to a less extreme climate. Repairs are highest in countries like...

Retail Needs a Heart and Soul

01.10.2013

“The future of retail is all about personalized service and education,” announced AT&T’s President of Retail Paul Roth in a recent interview with the web portal RetailCustomerExperience.com. Roth is in charge of 2,300 AT&T stores throughout North America and he began...

To Return / Repair or Not to Return / Repair

19.09.2013

Over the past decade as we exited the PC era and into the mobility era, there has been a fundamental shift on how products are serviced.  Many of us remember the field service agent from our favorite PC manufacturer dropping by our offices, laying out his tools out with...

Don’t delight me, just solve my problem

10.09.2013

„Stop Trying to Delight Your Customers” is the title of a Harvard Business Review article that was published back in 2010. The authors try to get to the bottom of customer loyalty and conclude: “To really win their loyalty, forget the bells and whistles and just solve their...

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Top Posts

  • “Device Mesh” – How Multi-Device Usage Changes The Customer Experience
  • Managing Customer Care in Emerging Markets
  • Don’t delight me, just solve my problem
  • Who’s hardest on their smart phones? Tales and trends from the customer care trenches.
  • Putting the Customer First: Tips to Providing Ultimate Customer Care for SmartPhones

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