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B2B Under Quarantine

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reThinking 🔥 Customer Experience

The clinical, logistical and social challenges imposed by the ongoing novel coronavirus (COVID-19) pandemic are being felt by organisations in every sector of commercial life. With lockdowns imposed on more than three billion people in almost 70 countries, we’re seeing a new emphasis on eCommerce. B2B sellers are having to think carefully about how they can meet the high expectations set by B2C eCommerce.

In Q3 of 2020 Adobe commissioned WBR Insights to survey 100 CEOs, CTOs, CDOs and VPs of Marketing and Digital, Global Heads of eCommerce, and those of a similar standing from B2B companies across Europe to find out more about the challenges they face and the innovative solutions being brought to the table.

44% of respondents have introduced new tech and infrastructure to run operations under social distancing rules 61% are concerned about communication deteriorating due to remote working models 67% are implementing more self-service options for customers as a result of the pandemic Respondents have seen a 22% rise in eCommerce since lockdown began 33% have upgraded their online payments solution as a result of the pandemic.

See the entire study here: Rethinking Customer Experience.
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