For a large swath of B2B companies across many sectors, the growing influence of customer-experience strategies and the bold moves of customer-centric leaders pose a critical challenge.

http://www.mckinsey.com/business-functions/operations/our-insights/finding-the-right-digital-balance-in-b2b-customer-experience?cid=other-eml-alt-mip-mck-oth-1705&hlkid=f967b054f84d42828b809c3c2fcfd387&hctky=1558268&hdpid=a4a9fb3d-a42d-47d4-9ffb-7054614359a9