CYLAD Consulting study “Applying BtoC best practices to the BtoB Customer Experience”

CYLAD Consulting has carried out a study amongst a diverse range of leaders and managers from large BtoB industrial companies.


This study has highlighted that BtoB companies can still improve a lot by learning from BtoC companies and exemplified four challenges linked to digital and innovation that these companies are facing.


We see in particular that 71% of managers who work related to customer experience think negatively of the assistance offered by their company during presales. More than three quarters of companies have or plan to use big data to personalize customer experience, but still have to define how they intend to benefit from it.