Trends Report

Chatbots And Virtual Assistants Can Help B2B Organizations Close The Digital Experience Gap

Automated Conversational Engagement Meets The Modern B2B Buyer’s Need For Immediacy

December 11th, 2020
With contributors:
Caroline Robertson , Jennifer Zhang , Kara Hartig


The COVID-19 pandemic and social distancing fast-forwarded the B2B buyer journey into an almost exclusively digital adventure. Buyers are seeking experiences and content delivered primarily though channels such as vendor websites, search engines, and technology information websites. This report describes how chatbots and virtual assistants (VAs) can help B2B organizations retain and grow market share by improving the digital experience for buyer expectations for help throughout omnichannel digital journeys.

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