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Walker releases report, Customers 2020: A Progress Report, at B-to-B Customer Experience Summit

Report shows how companies must mature their customer experience to meet future customer expectations

INDIANAPOLIS (October 10, 2017) – Walker Information released the research report Customers 2020: A Progress Report during the B-to-B CX Summit in San Antonio, Texas.

Today’s report reveals the most important emerging customer expectations for B-to-B companies – personalization, ease and speed. Further, the report explains that the biggest challenges in meeting these expectations is increasing complexity and the heightened standards that have been set by B-to-C companies.

Conducted in partnership with the Customer Experience Professionals Association, CustomerThink and Convince and Convert, the research was gathered from executive interviews, hundreds of surveys, and an advisory panel. Customers 2020: A Progress Report answers these key questions:

  • What customer expectations and trends are still relevant as 2020 approaches?
  • What should B-to-B firms do today to ensure they’re able to win and keep customers in 2020 and beyond?
  • What are the implications for customer experience professionals?

“More and more companies are recognizing they can gain a competitive advantage by delivering exceptional customer experiences,” Steve Walker, chairman and chief executive officer of Walker Information said. “Customers 2020: A Progress Report gives these forward-thinking companies a leg up, showing them where to focus first.”

The new report follows Walker’s original report, Customers 2020, released in 2013. It projected the anticipated high expectations of customers in the year 2020 to assist B-to-B companies in preparing for the future.

About Walker

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit www.walkerinfo.com.

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