State of Customer Experience in Distribution

Customer expectations in wholesale distribution are rising faster than most companies are moving to meet them. Digital-first buying behaviors, demand for self-service, and the influence of B2C experiences are reshaping what distributors need to deliver and the gap between what customers expect and what they actually get is becoming a measurable competitive liability.

In this session, DSG will present findings from its latest State of Customer Experience in Distribution research. The data reveals where distributors are investing, where customers say the experience is falling short, and which improvements are generating the strongest loyalty and revenue impact. The discussion will translate the research into practical priorities for distribution leaders looking to close the gap.

Key Takeaways

• What the latest data reveals about customer experience expectations in wholesale distribution
• Where distributors are losing customers due to experience gaps they may not be tracking
• Which CX investments are producing the clearest return in retention and wallet share
• How digital and human touchpoints are working together in the highest-performing distribution relationships
• What separates distributors customers describe as easy to do business with from those they are quietly replacing

What You’ll Learn

• How customer experience expectations have shifted and what distributors need to do differently in response
• Which channels, processes, and interactions matter most to distribution customers right now
• How to identify and prioritize the CX gaps with the highest business impact
• What the research says about the connection between customer experience and financial performance in distribution

Who Should Attend

Executives benchmarking their CX performance against industry peers

Sales and commercial leaders responsible for customer retention and growth

Operations and service leaders accountable for the day-to-day customer experience