2020 B2C industry standards Journey mapping 
Lumoa
MARCH 20, 2018
According to Accenture , 85% of customer interactions will be managed with AI by 2020. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. Most of customer journey maps focus solely on customers.
Lumoa
MARCH 20, 2018
According to Accenture , 85% of customer interactions will be managed with AI by 2020. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. Most of customer journey maps focus solely on customers.
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