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Putting Customer Experience at the Forefront of Retail’s Digital Transformation

Geoff Webb,

The world has changed drastically in the last few months thanks to COVID-19, and the retail industry is no exception. In the B-to-B world, traditional modes of face-to-face selling have become impossible, and now it’s likely that much of what has changed for B-to-B sellers will never be quite the same.

For many businesses around the world, the move to e-commerce shifted from “long-term plan” to “immediate priority.” COVID-19 has changed how people buy, pushing them to go online because there was no other way to purchase goods and services. How customers buy is the one thing businesses cannot ignore. Yet despite the fact that B-to-B buyers are increasingly moving to online purchasing, only a fraction of vendors are ready to meet them with a shopping experience that meets their expectations.

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