B2B Meets B2C

The video discusses the evolving expectations in B2B environments, focusing on how companies like Johnson Controls and Iron Mountain adapt to these changes. It highlights the complexity of B2B compared to B2C, the impact of the pandemic on customer interactions, and the importance of digital experiences. The discussion also covers the need for innovation and predictive modeling to enhance customer satisfaction and maintain competitiveness.

How do companies balance the need for quick resolution with the complexity of B2B services?

What strategies can be implemented to improve customer engagement in a digital context?

In what ways can companies leverage technology to enhance customer experience?

What are the emotional drivers that influence customer experience in B2B settings?