Whitepaper

Strengthening Customer Experience in the Age of AI & Marketplaces

AI agents, marketplaces, and rising self-service expectations are changing how B2B manufacturers are discovered, evaluated, and chosen. This executive whitepaper explains why owning the digital customer relationship is becoming a strategic imperative.
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What you will learn

  • The risks of losing direct customer access to AI agents and marketplaces
  • Why direct digital channels protect margin, loyalty, and visibility
  • How self-service portals support both customer experience and long-term growth

EXECUTIVE TAKEAWAY

The next decade belongs to whoever owns the digital relationship

Manufacturers that fail to strengthen their direct digital channel risk losing visibility, differentiation, and customer access to third-party platforms and AI-driven buying journeys 

WHO THIS IS FOR

Built for executive decision‑makers

This whitepaper is for you if you're in any of the following:

Executive leadership
CEO, MD, board-level decision-makers
Sales / Commercial
Heads of Sales, commercial directors, KAM leadership
Service / After Sales
Service leaders responsible for uptime, cost-to-serve, SLAs
Digitalization /
IT
Digital, eCommerce & IT teams enabling portals, data, integrations

What this looks like in practice

Manufacturers are already using self-service portals to strengthen direct customer relationships, reduce cost-to-serve, and grow digital engagement.


Ricoh APAC - Office equipment, printing & digital services

Launched its B2B self-service portal in 45 days
-80% machine-move costs
-30% call volume

Meusburger - Manufacturer of high-precision standard parts

Built a digital customer portal that supports customers across the product lifecycle
53% orders processed online
+1M orderes handled digitally

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About Spryker

Spryker delivers B2B commerce, marketplace, and self-service solutions for companies with complex products, business models, and customer journeys. Built on a composable, API-first architecture, Spryker integrates into existing technology ecosystems so businesses can adapt faster, scale globally, and launch new digital capabilities without being locked into rigid platforms. From ordering and account-specific pricing to service, support, and portal experiences, Spryker helps companies create seamless customer journeys across both transactional and non-transactional use cases. Spryker is trusted by enterprises worldwide, supported by a global partner ecosystem, and recognized by leading industry analysts for complex digital commerce use cases.

Spryker Website