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