Gartner Research

How to Move From B2C to C2B Experiences Using New Digital Technologies

Published: 27 February 2018

ID: G00294398

Analyst(s): Michael Maoz


As businesses shift to AI technologies to help determine customer need and intent, they risk creating fragmented channels and disjointed customer experiences. To lower costs and improve customer loyalty, application leaders need to shift from business-to-consumer to consumer-to-business thinking.

Table Of Contents
  • Key Challenges



  • Add Engagement Channels as Part of a Digital Customer Strategy
  • Ensure the Upkeep of Existing Customer Engagement Channels
  • Look Beyond Digital Technologies to the Soft Factors That Harm the Customer Experience

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