2024 Research Results Presentation Conference

2024 B2B Customer Experience Observatory B2B Workgroup Closing Conference

October 7, 2024

Aula De Carli, Edificio B9, Campus Durando, via Durando 10, Milano

Aula De Carli, Edificio B9, Campus Durando, via Durando 10, Milano

 

 

The Conference on the presentation of the 2024 Research findings on Customer Experience in B2b, a crucial event for all stakeholders in the sector, offers a valuable opportunity to delve into the dynamics of an emerging digital paradigm.

The session will focus on the maturity and approaches of B2b eCommerce, exploring the use of MarTech, emerging trends, the challenges that B2b companies face in pursuing a customer-centric strategy, and the ensuing necessary cultural shift.

The analysis will include the growth of B2b eCommerce, which, despite significant increases in 2023, still accounts for only 21% of total transactions in Italy, compared to 40% in major foreign markets. This highlights business customers' low digital maturity and persistent preference for traditional sales models in a complex and heterogeneous B2b context.
 

The discussion will expand on the importance of a customer-centric approach, noting that only a small fraction of companies, despite 35% claiming to follow it, have implemented effective practices. This situation presents companies with a critical choice between tradition and innovation.
 

The conference will also provide an opportunity to see how some pioneering companies integrate digital components into their business models, highlighting the benefits and potential of an innovative approach. It will be a chance to discuss using artificial intelligence and other emerging technologies to renew the customer experience and improve relations between clients and suppliers.
 

The final goal is to allow participants to discuss future strategies and prepare for the necessary cultural change to compete in the modern digital market.
 

The research will address questions such as:

• What is the level of maturity of B2b companies regarding customer experience?
• What organizational actions to undertake to introduce a customer-centric approach?
• What technologies support dialogue with business customers, and what benefits can be leveraged (e.g., B2b eCommerce, CRM, DAM)?
• What are the main approaches of Italian companies to B2b eCommerce?
• What trends will influence B2b sales and experience in the short term? What is the impact of AI?

GMDE, a partner in the initiative, will also be on the panel of speakers. It will contribute by bringing the testimony of a leading client in the electrical equipment sector.

For more information for the agenda and to register for free for the event, please visit the dedicated page.

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