Events Add an event Speakers Talks Collections
 
Duration 16:12
16+
Video

The Rise of a New B2B Customer Experience: How to Digitally Transform the B2B Customer Experience

The audio is available only after a purchase
To tickets
Jonathan Tam
Vice President, Marketing at Liferay
  • Video
  • Audio
  • Table of contents
  • Video
  • Audio
Request Q&A
Request Q&A
Video
The Rise of a New B2B Customer Experience: How to Digitally Transform the B2B Customer Experience
Available
In cart
1 896 ₽
1 896 ₽
$29
$29
€ 29
€ 29
A$44
A$44
£25
£25
C$39
C$39
Add to favorites
7
I like 0
I dislike 0
Available
In cart
1 896 ₽
1 896 ₽
$29
$29
€ 29
€ 29
A$44
A$44
£25
£25
C$39
C$39
  • Description
  • Transcript
  • Discussion

About the talk

B2C Customer Experience has given us better online tools that allow us to search, transact, track, and even get support without picking up the phone. While in B2B, you will find that B2B customers are still calling a rep, still using paper, and still calling customer service when there is a problem. Digitization and the rising use of smartphones are establishing new standards for fast, seamless customer service in all settings. Real-time responsiveness and easy-to-use apps for daily banking chores or ordering groceries are setting a high bar for speed and ease of doing business in B2C industries, and these expectations are migrating to B2B.

Learn about:

  • Increasing usage of Self-service and experience

  • COVID-19 and its impact

  • The business imperative for transforming B2B customer experience

00:02 Intro

00:15 Jonathan Tam

01:40 Challenges lead to statistics

03:35 Covid-19 and Beyond

04:22 Digital interactions are twice as important

05:05 Challenges organizations

07:10 Major things

09:04 How to do it?

11:16 Success stories

14:10 Digital Experience

15:27 Conclusion

About speaker

Jonathan Tam
Vice President, Marketing at Liferay

I am a dedicated marketing professional with a focus on joining strategic and tactical execution for impactful programs. Experience developing and executing marketing programs, including strategic planning, sales and marketing alignment, digital marketing, media planning, creative development, analytics and inside sales for B2B, B2C and DTC companies utilizing unique blend of computer science technical skills and corporate plus consulting / agency experience across High Tech, Life Sciences, Pharmaceuticals, Consumer Products, Financial Services and Manufacturing industries.

View the profile
Share

I know I can trade your way to go to our next live session. With Jonathan Tam was a vice president marketing at life. Ring isn't sure some in Donuts inside them self service bvcx and impact of covid-19. Dining out used to be one of my favorite experiences. The food, the atmosphere, the not having to do dishes part of it. And now today's world as individuals in today's world is all about the experience, whether it's the level of service at the restaurant, or even the act of holding a physical menu, all of these things impact, how we feel, and how we

react. The same thing, goes for other areas of our life, whether it's calling into your credit card and getting a personalized message or calling in to support from a giant egg company in Solutions like that. All of these things is expectation of that experience or a positive experience are top-of-mind, but lately things have changed from simple things. Like again restaurant using Dish on menus or forcing you to use your phone to see what that looks like. We're ordering online. All of these, are we crying or creating new digital experiences, and that desire

for that. Best experience carries over, not just from our personal life, also into our professional life as well. Now, this whole idea of the expectation for real-time responsiveness, or any easy to use apps, or seamless customer service, actually, desire across all subjects in while it's generally, universally accepted, B2B companies, typically, resisted changing their process, and with digital playing such a large role in in that experience, and companies increasing their online presence. Actually. Our customers have more options now that they could choose from

Full transcript of the talk will be available after the purchase
Available
In cart
1 896 ₽
1 896 ₽
$29
$29
€ 29
€ 29
A$44
A$44
£25
£25
C$39
C$39
Cackle comments for the website

Buy this talk

Access to the talk “The Rise of a New B2B Customer Experience: How to Digitally Transform the B2B Customer Experience”
Available
In cart
1 896 ₽
1 896 ₽
$29
$29
€ 29
€ 29
A$44
A$44
£25
£25
C$39
C$39

Ticket

Get access to all videos “9th Annual Customer Experience Strategies Virtual Summit”
Available
In cart
13 005 ₽
13 005 ₽
$199
$199
€ 198
€ 198
A$298
A$298
£168
£168
C$266
C$266
Ticket

Subscription “12 month of access to the best conferences on Customers Experience (CX)”

Get a subscription to all content of the Strategy Institute Customer Experience conferences in 2022!

Full access to past conferences and all future events for 12 months for 499$. 


32 609 ₽
$499
€ 496
A$747
£421
C$666
Subscription

Interested in topic “Banking and Finance”?

You might be interested in videos from this event

February 10 - 11, 2021
Online
16
53
covid-19, customer, customer service, cx & core, digital cx, digital experiences, engagement, investment industry, source content

Similar talks

Jerry Campbell
Director of E&I Ops Consumer Services at UnitedHealthcare
+ 1 speaker
Shawn Phillips
Chief Technology Officer at Heart of the Customer
+ 1 speaker
Available
In cart
1 896 ₽
1 896 ₽
$29
$29
€ 29
€ 29
A$44
A$44
£25
£25
C$39
C$39
Available
In cart
1 896 ₽
1 896 ₽
$29
$29
€ 29
€ 29
A$44
A$44
£25
£25
C$39
C$39
Tim Rickards
Director, Social & Content Strategy at Hearsay Systems
+ 3 speakers
Holly Pontisso
Vice President Customer Experience at Scotiabank
+ 3 speakers
Candice Troupe
Senior Vice President at The Verde Group
+ 3 speakers
Corby Fine
Vice President, Digital Marketing and Sales at Bell
+ 3 speakers
Available
In cart
1 896 ₽
1 896 ₽
$29
$29
€ 29
€ 29
A$44
A$44
£25
£25
C$39
C$39
Available
In cart
1 896 ₽
1 896 ₽
$29
$29
€ 29
€ 29
A$44
A$44
£25
£25
C$39
C$39
Mélanie Bois
Customer-Focus Strategy, Customer Experience at Banque Nationale du Canada
Available
In cart
1 896 ₽
1 896 ₽
$29
$29
€ 29
€ 29
A$44
A$44
£25
£25
C$39
C$39
Available
In cart
1 896 ₽
1 896 ₽
$29
$29
€ 29
€ 29
A$44
A$44
£25
£25
C$39
C$39

Buy this video

Video
Access to the talk “The Rise of a New B2B Customer Experience: How to Digitally Transform the B2B Customer Experience”
Available
In cart
1 896 ₽
1 896 ₽
$29
$29
€ 29
€ 29
A$44
A$44
£25
£25
C$39
C$39

Conference Cast

With ConferenceCast.tv, you get access to our library of the world's best conference talks.

Conference Cast
945 conferences
37654 speakers
14367 hours of content