There’s a huge difference in the level B2C companies have embraced communication via e-channels. For example, more than half of all B2C invoices are still sent on paper. What are the arguments for and against e-channels and paper in invoicing and customer communication?
We carried our an in-depth interview study in Finland, Sweden and Norway to find out the reasoning behind their decisions. The industry sectors studied were retail, insurance, telecom and utility.
Here is what we found out!