Recorded Live at B2B Online Chicago

Philips has done a great job setting up a center of excellence for commerce, essential for larger conglomerates and companies with multiple divisions. Antonio Espinoza, Head of Digital Engagement and Strategy at Philips shares his insights in this interview with Brian at B2B Online Chicago. Listen now!

Purchasing is Person to Person

Key takeaways:

• {00:15:17} - “The experience we were providing was not one that the average consumer today expects. Amazon is this gold standard. And so when we thought about the structure we had to have, the enablement we had to provide to our businesses and to the regions, we had to be thinking about things like that and really trying to understand customer first what had to evolve.” - Antonio
• {00:22:06} - “There is a difference on how these things are being deployed. Is it just being slapped on to a solution, or is there a meaningful use case? And B2B actually might be the place where you're going to see more benefits upfront of using AI before consumer starts to.” - Brian
• {00:22:55} - “No matter how you and your organization decide to leverage or not leverage it, being close to really understanding what it is, how it is being used, the upsides and the downsides or the places to kind of look out for is just so critically important.” - Antonio
• {00:28:17} - “Save humans for things that are better done by humans and let the systems handle things that are better handled by systems.” - Brian
• {00:29:36} - “Gone are the days where we should be interrogating and asking a 100 questions of what kind of experience do they want. We need to better leverage the data and the understanding that we have of them already to deliver these automated tailored experiences to allow them to get more of their time back to do the higher order things that they need to do.” - Antonio

Associated Links:

• Learn more about Antonio Espinoza and Philips
• Step by Step episode The Consumerization of B2B, Feat. Kirsten Green
• Check out Future Commerce on YouTube
• Check out Future Commerce+ for exclusive content and save on merch and print
• Subscribe to Insiders and The Senses to read more about what we are witnessing in the commerce world
• Listen to our other episodes of Future Commerce

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