Removing Buyer Friction With a Digital Commerce Environment w/ Kris Harrington
Kris Harrington, CEO and Co-Founder of Gen Alpha Technologies, explains how B2B manufacturers can eliminate buyer friction by implementing digital commerce environments that go beyond simple transactions. She details ten specific customer service burdens—such as checking product availability, order status, and accessing technical manuals—that can be alleviated through self-service tools. Harrington also discusses the role of product configurators in simplifying the sales process for complex, custom-engineered equipment and outlines three primary barriers to adoption: fear of channel conflict, data quality issues, and legacy ERP limitations.