As a global crisis mandates a shift to digital, B2B and B2C firms must close the gap in customer expectations by investing in emerging technologies that enable next-stage customer engagement.
Adobe and Omdia partnered to conduct a comprehensive quantitative survey program to explore the extent to which B2B organisations are adopting B2C practices and following B2C trends. The ‘Digital Customer Experience Awakening’ research highlights the state of digital transformation and CX for both B2B and B2C firms during a disruptive global pandemic.
It also reveals the measures digital leaders are taking to create value by finding optimal audiences, developing new revenue streams, and delivering augmented customer experiences.
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