Reimagining B2B Customer Experience: A Post-Pandemic Path Forward

The pandemic has caused a shift towards digital sales in the B2B sector, with more than 75% of buyers and sellers preferring digital self-service and remote engagement. In addition, 70% of B2B buyers are comfortable with making purchases over $50,000 without in-person interaction. This shift has made it easier for sales organizations to extend their reach and lower their cost per interaction.

Research has shown that B2B companies have been more successful at crafting a rewarding customer experience than B2C counterparts, with customer experience now outweighing product and price as a brand differentiator.

As virtual sales increase, marketers should focus on creating memorable and meaningful experiences, both virtual and in-person, to avoid losing repeat sales. Hybrid offerings such as XR are perfectly designed to extend beyond the screen and engage clients in more immersive, trust-building ways.