2015 Big data Customer centricity Surveys 
Natalie Petouhof
DECEMBER 14, 2015
And not meeting customer expectations means customers will no longer be customers. They will patronize competitors who have maximized their digital dexterity because the customer experience will be more optimized to be customer-centric. Across all firms this drops to 32%.
TechSee
DECEMBER 5, 2017
According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester.
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