B2B and B2C customer service are far more similar than they appear. B2B support may require a separate set of standards, but the end goal is the same: a seamless end-to-end experience. From a customer service perspective, understanding and improving the B2B experience and pinpointing top pain points can avoid deeper issues and alleviate the stress it ultimately causes for the agent.

Jako Vanderlinde, Emerging Technology Strategist and eCommerce Leader, will discuss how tools like Generative AI can support a more consistent experience across the B2B experience and enhance customer journeys with more streamlined operations. 

He will also discuss:

• The importance of the omnichannel experience in the age of AI
• Insight on customer data and how it can help/hurt experiences
• How to leverage AI to navigate B2B standards and improve operations