The secret to B2B2C customer experience success

Many companies reach their end customers through a variety of channel partners—from independent agents and dealerships to resellers and distributors. We define B2B2C customer experience as enhancing the end customer experience in a way that satisfies the needs of channel partners. The B2B2C environment is complex and full of challenges that hamper companies’ ability to deliver great customer experiences to their end customers, such as a lack of alignment with partners or a limited understanding of customers. 

This report was originally published by Temkin Group prior to its acquisition by Qualtrics in October 2018. It has been reformatted, but no substantive changes have been made to the content.