In today’s multichannel world, companies’ operational strategies must meet customers where they are. Whether consumer-facing (B2C) or providing services to other businesses (B2B), the way customers interact with a product or service is undeniably impacted by technology, and as a result, their expectations of the customer experience.
Most customers today are mobile, used to having information and resources at their fingertips. As B2C customer service evolves to meet growing expectations, B2B must follow suit....