B2B

Customer Experience Requires Seamless Integration to Reduce Friction

Headshot of Tom Smith
By Tom Smith

As customers and prospects use more devices in their personal and business lives, B2B and B2C organizations need to engage them on the devices and in the channels they prefer to ensure a positive user and customer experience.

There’s a proliferation of devices with customers and prospects interacting with computers (laptops, desktops and tablet) mobile devices, televisions, voice assistants, watches, glasses, automobiles and whatever the future holds.

There’s also a proliferation of channels — brick-and-mortar, e-commerce, channel partners, social media, direct-to-consumer, as well as web and mobile apps.

AW+

WORK SMARTER - LEARN, GROW AND BE INSPIRED.

Subscribe today!

To Read the Full Story Become an Adweek+ Subscriber

View Subscription Options

Already a member? Sign in

Headshot of Tom Smith

Tom Smith

Tom Smith is a DZone research analyst who built a career gathering insights from analytics to inform integrated marketing plans that make a significant positive impact on business. He's a hands-on leader in marketing and analysis who has worked with more than 120 clients in eight vertical industries. Smith is an experienced full-stack marketer who uses insights to drive positioning and branding, demand generation and lead creation, channel management, and customer relationship management and customer experience. The purpose of his blog is to share thought-provoking insights regarding customer experience. Reach him at tctsmithiii@gmail.com.

Recommended articles