The year 2020 will be here before we know it. Fortunately, Walker's Customers 2020 report offers insight into what B-to-B customer experience professionals can expect. But, the challenges that lie ahead feel like mission impossible.
For example, customers will expect us to personalize the experience we deliver. We must demonstrate to all of our customers (big and small, active and passive) that we know them individually and we understand their company and how it works.
Even....