The Impact of Industrial Internet of Things on Customer Experience in Business-to-Business Relationships

The digital transformation has significantly impacted businesses' operations, particularly in the Business-to-Business (B2B) sector. This study explores the interplay between Industrial Internet of Things (IIoT) and the B2B customer experience in the manufacturing industry. Despite the recognized potential of IIoT, its impact on customer experience remains a nascent field of study. This study addresses this gap by analyzing a single case study using a qualitative approach, engaging in semi-structured interviews with a semiconductor company known for advanced manufacturing techniques. The goal is to provide the internal perspective of IIoT's impact, using secondary data to contextualize insights from primary data collection. Through triangulation, the study ensures a comprehensive, credible, and reliable set of findings. This study demonstrates that IIoT technologies not only improve the B2B customer experience but contribute to significant internal business value, highlighting the strategic importance of IIoT technologies in refining customer experiences and fostering long-term, mutually beneficial business relationships in the manufacturing sector.