Gautam Jha and Mohamed Zaki presented their paper on customer experience centric transformation in business to business (B2B) at the QUIS18, 18th International research symposium on service excellence in management at VinUniversity, Hanoi, Vietnam.
The paper identifies the characteristics of an evolving phenomenon of customer experience centricity in B2B by empirically investigating transnational businesses across manufacturing and services sectors.
For further information, please reach out to Gautam Jha who is a PhD researcher at the Cambridge Service Alliance studying digital transformation with a customer centric approach at established organisation.
