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A Digital Customer Experience Awakening

Adobe and Omdia partnered in May 2020 to conduct a comprehensive quantitative survey program to explore the extent to which B2B organizations are adopting B2C practices and following B2C trends. The resulting thought-leadership research highlights the state of digital transformation and CX for both B2B and B2C firms during a disruptive global pandemic. It also reveals the measures digital leaders are taking to create value by finding optimal audiences, developing new revenue streams, and delivering augmented customer experiences.

Finally, it includes benchmarks that compare B2B and B2C responses to determine whether B2B firms are adopting B2C strategies (see Appendix for the detailed survey methodology).

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