A report on B2B Digital Experiences 2020.

According to a report by our friends at Episerver, 71% of B2B brands confess the presence of a “customer-centricity gap”. A gap happens when the (digital) experience offered by a business meets neither the needs nor the expectations of customers.

The report includes B2B trends in six industries – 

a) healthcare
b) financial services
c) commercial services and supplies
d) manufacturing
e) distribution
f) high-tech

The “customer-centricity gap” in the healthcare industry, for example, rises to 93% while in the financial services sector it’s 85% with the high-tech field being the least likely to have such a gap.

The stats point out that 82% of B2B companies have gone through a digital transformation with 37% stating their digital experience is the thing that differentiates them as a company. Furthermore, the respondent’s email channel came out first for push communication to reach customers most effectively, with only paid search and their own websites more effective at general communication. Which creates a tie for the third place with paid search with paid social (18%) in first place followed by websites (14%) in second.

In addition, 30% of marketers quote paid social as an effective marketing channel with 16% stating the same about paid search.

Concurrently, 60% of B2B organisations are planning on investing in personalisation by 2022 followed by investments in web content management system and an ecommerce platform.

The report also outlined that 61% of B2B marketers fear being replaced by AI within the next 5 years with 82% feeling AI will make them better and excel at their job. In addition, despite 91% of marketers taking precautionary measures to maintain security and compliance, 41% state they have experienced a data breach.

You can download the full The 2020 B2B Digital Experiences Report here.

Professional Email Marketing | Powered by EmailOut.comOpen your Unlimited Sends one-month free trial today – after your first month with us you can switch to our FreeForever account giving you 12,500 sends to 2,500 contacts each and every month for free, forever. Corporate email marketing? Contact us.

[YouTube Music Video]
[YouTube Music Video]