What’s blocking real B2C transformation?

Spoiler: it’s rarely the technology.

In this episode of Let’s Talk Business Transformation, we’re joined by Justine Le Corre, Lead - Advisory and Change at OSF Digital, to unpack what’s really holding B2C brands back and what actually drives long-term value.

You’ll hear:

• Why treating digital as “just another channel” still holds brands back

• How misaligned teams slow down transformation

• How AI is reshaping customer expectations

• And what really drives long-term customer value

Takeaways

• Many large B2C brands treat digital as an add-on.
• Customer lifetime value is more important than conversion rates.
• Consumers today are sensitive to effort and trust.
• Customer service is crucial for building trust.
• B2C commerce is shifting to relationship-based models.
• Transformation should be viewed as a business evolution.
• Short-term wins must align with long-term goals.
• Choosing a business model depends on brand positioning.
• A unified customer experience requires a 360-degree view.
• Technology should be an accelerator, not the starting point.

Chapters

(00:49) The Digital Strategy Mistake

(02:29) Key Performance Indicators in B2C

(04:47) Customer Service as a Trust Builder

(05:23) Shifts in B2C Commerce

(06:20) Transformational Barriers in B2C

(09:14) Choosing the Right Business Model

(10:50) Creating a Unified Customer Experience

(12:06) The Next Frontier in B2C Commerce

Watch on YouTube

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