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The importance of an elite B2B customer experience

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Customer experience (CX) has long been a strategic focus for business-to-consumer (B2C) retailers who understand its role as a key driver of customer acquisition, conversion, and retention. Over the years, business-to-business (B2B) retailers have begun to understand that their customers increasingly expect the same quality experiences they get from their B2C interactions with digital consumer brands such as Uber, Netflix, and Amazon. CX platform Lumoa states that 80 per cent of B2B buyers expec