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More frequently than not, B2B commerce buyers are vetting sellers based on not only product specifications, pricing, and other traditional factors, but on the digital experiences they deliver. Failing to adapt to these rising customer expectations can be costly. B2B customers are less inclined to spend company dollars if they must navigate convoluted manual processes, endure prolonged wait times or wrestle with outdated systems. Thirteen percent of total B2B commerce sales are lost, on average, because of negative customer experiences with the sales process.

To win in the new B2B environment, companies need to anticipate what their customers need—and then deliver it ahead of competitors. Deloitte Digital conducted a study of more than 500 B2B executives at U.S. companies and discovered that 77% of B2B commerce executives agree that digital transformation is critical to their company’s success.

Join experts from Deloitte Digital, who unveil the research findings and highlight four B2B commerce trends that lead to stronger customer relationships all around: higher satisfaction, stronger spending, better retention, and deeper trust.

In this webinar, we’ll cover:

  • How value generated from adding front-office improvements can drive an overall stronger business case for digital transformation
  • The benefits of reducing sales friction to create new growth
  • How to carve out an advantage by keeping pace with customer expectations
  • The importance of optimally serving your customer segments by leveraging preferred commerce channels

Managing Director, Commerce Practice, Deloitte Digital
Paul is a Managing Director at Deloitte Digital, where he leads the Commerce Practice and drives large digital transformations for omni-channel clients. He has more than 25 years of experience in strategy, digital experience, consulting, technology, and digital, and has delivered some of the world's largest digital platform programs with some of the biggest brands.

Paul is also a recognized thought leader in digital and e-commerce and a frequent speaker at e-commerce events such as NRF,, and eTail. He has been featured as a digital subject matter expert on, Digiday, and Internet Retailer. He works closely with research analysts and holds several executive advisory board positions with top digital platform vendors. Paul's mission is to create solutions that blend creative, experience, technology, and business operations for his clients and to share and speak about all things B2C and B2B commerce.
Executive Director of Global Commerce, Cummins
Tracy is a dynamic and transformational leader with a reputation for a consistent ability to solve complex business problems, manage accountability, and deliver high quality results in alignment with organizational goals and objectives. Her entrepreneurial and inclusive leadership style generates a high level of engagement with her colleagues and clients. She is valued as a key resource for a collaborative and synergistic team approach to supporting, coaching, and mentoring team members and colleagues alike. Tracy specializes in driving strategy and implementation for B2B and B2C, omnichannel, and order automation.