Like the B2C environment, that of the B2B is affected by major changes in customers’ uses and paths. This study was conducted by Wavestone and AFRC with more than 200 French companies and allows the evaluation of their maturity regarding the customer experience offered. It also stresses the priority projects to work on and necessary adjustments in terms of customer culture and organization.
This work has been realized thanks to Antoine Champy and Romain Sépulchre.
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Asha Sanderson-Frimpong
Wavestone
Neil Sharp