Customers 2020: A Progress Report

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Since Customers 2020: A Progress Report, Walker has released three new resources to help customer experience leaders in their efforts to take their CX programs to the next level.

Be sure to check out our Resources page for the latest content from Walker.

More insight for a new decade

In 2013 Walker released an eye-opening preview of B-to-B customer experience in the year 2020.

Four years later, “the future of 2020” is almost here and Walker has gathered fresh insights for customer experience (CX) leaders. Our follow-up report, Customers 2020: A Progress Report, answers these key questions:

  • What customer expectations and trends are still relevant as 2020 approaches?
  • What should B-to-B firms do today to ensure they’re able to win and keep customers in 2020 and beyond?
  • What are the implications for CX professionals? 

What’s Inside the Report

The Customer Conundrum

Customer expectations are increasing as 2020 approaches. This, coupled with the fact that interactions at every stage of the journey are becoming more complex, presents a striking conundrum for today’s B-to-B firms. Learn about the influence of consumer experiences and what’s required to meet customer expectations surrounding the big three: personalization, ease, and speed.

It’s time for transformative change

Meeting customer expectations in the new decade means shifting from being “customer focused” to “customer committed.” This deliberate transformation requires fundamental change in how B-to-B companies think, act, and collaborate. From taking action to embracing change, find out what’s needed to make the shift.

Do you have what it takes?

When it comes to helping companies meet 2020 customer expectations, customer experience professionals have a critical role. From leading the creation of governance to ensuring the right intelligence exists to make informed decisions, CX professionals must step up to meet new demands. Learn the best ways to get started.

Complete the form on this page to download the report.