Interview with Arvato Systems: B2B E-Commerce

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Question 2: Which trends do you see in B2B eCommerce?

Digitization is creating new trends almost every minute. Who can keep track of them and know which ones are really relevant? We analyze the trends that are more than just a flash in the pan, trends that we believe will be sustainable and provide real added value for both businesses and customers. Three relevant trends and our assessment of them:

  • Voice commerce: In the future, there will be many more voice-controlled assistance systems in the German market. Why? It’s very simple: Our speech is the best input method ever. All we have to do is talk. We can even communicate complex thoughts quickly and easily without all the tedious typing. The global sales figures of Amazon, Google, etc., are further indicators of where the future is headed: Conversational commerce is more than just the latest hype or another passing trend that will soon be forgotten. In short: Retailers, both B2C and B2B, need to be prepared for these trends.
  • Artificial intelligence and chatbots: Chatbots fueled by artificial intelligence (AI) are designed to make everyday life and shopping easier and a little more convenient, both online and offline as well as in B2C and B2B business environments. Why use the filter function of an online store to find a product when a bot can find it for you with just a few key words? Futurists predict far-reaching advancements in this area, and we also believe that the rapidly growing capabilities of artificial intelligence will drive the use of bots in eCommerce in the future.
  • Realtime personalization: Relevance, relevance, relevance, and I’ll say it again: Relevance. We can’t stress the importance of this enough. Our ability to successfully acquire new customers as well as retain existing customer groups primarily depends on the information we provide to our users. If information or recommendations are not relevant, a potential customer or an existing customer will be gone before we know it, and in the worst case, purchase from a competitor. Ideally, you should know your customers, their needs and preferences in detail and use realtime information to initiate marketing activities that lead the customer to purchase from you.

continue to Question 3: How important is the user experience in B2B eCommerce?