HomeChemicals and petroleum

Chemicals and petroleum industry game changer

How leaders are using an omni-channel approach to enhance business-to-business customer engagement

Download the full reportDownload the infographic

Like their business-to-consumer (B2C) counterparts, chemicals and petroleum customers demand better business-to-business (B2B) experiences, products, and services. They expect to buy where, when, and how they choose, and the experience extends from search to the time of purchase and beyond. Yet, many companies lack the capabilities to meet their customer-experience aspirations. Customer-centricity requires enterprises to rethink their approach. Chemicals and petroleum companies need to address strategy and culture, channels, data and insights, technology, organization, and skills. With input from 375 executives worldwide, we explore how leading organizations are preparing for, and executing, customer engagement and experience and what others can learn from them.

Based on those surveyed, few chemicals and petroleum companies can deliver seamless omni-channel experiences. Only 14 percent of our respondents said their organizations are very effective executing a consistent experience across channels. To learn how leaders are accomplishing this, download the Research Insight Chemicals and petroleum industry game changer: How leaders are using an omni-channel approach to enhance B2B customer engagement.

How can IBM help you?

We are renegades and realists who blend strategy, technology and creativity to tackle every client challenge. We imagine the businesses that will shape tomorrow’s world and help our clients make them real. We uncover insights from data that others can’t see and deliver progressive ideas through the use of IBM Design Thinking. We ground every strategy with a focus on delivering the ultimate experience – for customers, for employees, for shareholders. Everything we do drives measurable impact at scale.

Visit IBM Digital Strategy and iX

Bookmark this Report  

Download the Chemicals and petroleum customer engagement infographic

Meet the Authors:

Dr. Viswanath Krishnan

Connect with author:

, Executive, Chemicals & Petroleum CoC, Global Business Services,
Spencer Lin

Connect with author:

, Global Chemicals and Petroleum, Industrial Products and Global CFO Lead, IBM Institute for Business Value,
Linda McDowell

Connect with author:

, Partner, Chemicals & Petroleum Practice, Global Business Services,
David M. Womack

Connect with author:

, Global Director of Strategy and Business Development for IBM Chemicals and Petroleum Industries,
Ash Zaheer

Connect with author:

, Partner and Global Lead for Digital Customer Experience, IBM Chemicals and Petroleum Industries

Related reports
This report reveals how chemicals and petroleum leaders are integrating AI into their organizations.
New challenges are creating unprecedented levels of change in  the chemicals and petroleum industry: new competitors, the  rise of alternatives, industry innovation, autonomous operations, connected value chains and economies of insight.
Chemicals organizations need an end-to-end view of suppliers, manufacturing and customers. This requires clear strategy, new capabilities and a data foundation.
Plastics touch many aspects of our lives, and the demand continues to rise. To compete, companies must focus on supply chain agility and embrace sustainability.