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20/20 Vision: Illuminating the Customer Journey Experience

As the global leader in customer journey experiences, ServiceSource recently conducted research of our own to dig deeper into B2B customer expectations and understand where things are going right, where they’re going wrong, and how businesses need to adapt. In 2019, we worked with an independent research firm to survey 500 B2B decision makers across North America, a group that included managers, directors, vice presidents, and C-level executives, all of whom have purchasing authority. For a comprehensive understanding of the CJX, we asked questions from both the vendor and customer perspectives.