In 2013 Walker released an eye-opening preview of B-to-B customer experience in the year 2020.
Four years later, “the future of 2020” is almost here and Walker has gathered fresh insights for customer experience (CX) leaders. Our follow-up report, Customers 2020: A Progress Report, answers these key questions:
THE CUSTOMER CONUNDRUM
Customer expectations are increasing as 2020 approaches. This, coupled with the fact that interactions at every stage of the journey are becoming more complex, presents a striking conundrum for today’s B-to-B firms. Learn about the influence of consumer experiences and what’s required to meet customer expectations surrounding the big three: personalization, ease, and speed.
IT’S TIME FOR TRANSFORMATIVE CHANGE
Meeting customer expectations in the new decade means shifting from being “customer focused” to “customer committed.” This deliberate transformation requires fundamental change in how B-to-B companies think, act, and collaborate. From taking action to embracing change, find out what’s needed to make the shift.
DO YOU HAVE WHAT IT TAKES?
When it comes to helping companies meet 2020 customer expectations, customer experience professionals have a critical role. From leading the creation of governance to ensuring the right intelligence exists to make informed decisions, CX professionals must step up to meet new demands. Learn the best ways to get started.