Unfortunately, “CX” is used so broadly that it’s not clear whether it means customer service, the end-to-end customer journey, or even that, um, product that’s part of a complete experience. So, is CX really the key to differentiation for B2B firms?

Read more here: https://customerthink.com/is-customer-experience-the-key-to-b2b-differentiation-yes-the-service-experience/