The Future of B2B Customer Experience

John Bruno and Justin Silver,

From PROS, John Bruno, VP of Strategy and Justin Silver, Senior Manager Data Science, discuss how AI will play a role in the future of B2B customer experience and wider business processes.

Digital customer experience (CX) has never been more important than it is today, with buyers reliant on online platforms to access products and services. Rather than just a wave of online shopping amongst consumers, B2B online shopping increased by almost 25% in 2020, with a total of 46% of purchases made this way. This can’t merely be dismissed as a necessary evil due to the pandemic: over 75% of B2B purchasers say they prefer purchasing online and having remote interactions with sales reps.

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