B2B Firms Lag B2C Firms in Customer Experience « Customer Experience Matters

As I’ve said in the past, many of the underlying tools and techniques for CX work across B2B and B2C settings. But how effective are the CX efforts for these types of firms? I examined results from Temkin Group’s CX Competency and Maturity Assessment from The State of CX Management, 2012 for B2B and B2C firms. The…