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APRIL 10, 2025

Read full version here: [link] Introduction A successful Customer Experience (CX) transformation program must be deeply integrated with the business strategy of an organization. Many companies fail at CX transformation because they treat it as an isolated initiative rather than embedding it into their core strategic goals.

B2B 26

B2B CX CX Transformation Net Promoter Score 26

ECXO

MAY 11, 2023

Leading by example – Ericsson and DHL These steps above are crucial to make a success of your CX transformation. These are just two examples of B2B companies in Europe that have successfully implemented transformational customer experience programs as they mature. Take Ericsson, for example.

Customer Journey Map 156

Customer Journey Map CX Transformation CX Education 156

Customer Bliss

MAY 17, 2016

How and why Audi decided it needed to align more ‘traditional’ operations with digital operations from both a B2B perspective (working with dealerships) and a B2C perspective (selling cars to consumers). You can connect with Mark on LinkedIn here. Take Away Messages for the Audience. How Mark designs his team.

CX Transformation 32

CX Transformation CX Actionable Insights B2C 32

Customer Bliss

MARCH 28, 2018

The CX leaders who have been guests on my podcast, always stress the importance of maintaining relationships with internal and external stakeholders in order to advance the work. Lexi Reese is the Chief Operating Officer at Gusto, a B2B company that offers fully integrated online HR services to handle payroll, benefits and more.

B2B 68

B2B CX Net Promoter Score Start-ups 68

Lumoa

FEBRUARY 9, 2023

B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Customer Bliss

MARCH 8, 2019

FPX, a B2B software company, simplifies buying and selling experiences to align enterprise businesses with the expectations of modern customers. He shares tactics that have been helpful as he rebuilds FPX from a customer-first perspective, to be a B2B value-driven engine. . B2B companies now need to emulate the best B2C practices.

B2B 55

B2B B2C Engineering CX 55

Customer Bliss

MAY 31, 2018

As a marketer, he was a fan of B2B marketing for technical products, and spent almost 10 years with Air Liquide , where he became familiar working in a large B2B company in the gas and tech industry. Antonio’s previous experience showed him that companies in B2B tech fields don’t often think about CX.

B2B 42

B2B CX CX Transformation Government 42

Customer Bliss

JULY 26, 2018

While in this relatively new role, William had to define his position and define what IT contributed to the overall B2B customer experience between agencies. If you’re the B2B provider, figure out if you can take a journey in the shoes of the customer (and previous guests on the show truly attest to this method!).

Government 44

Government CX Transformation CX B2B 44

Lumoa

MARCH 20, 2018

B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Lumoa

MAY 21, 2018

It makes up almost two thirds of online consumers and the likeliness goes even higher if the product is a B2B service! Surprisingly, only 29% of companies involve business development department into customer experience activities (for some reason, more companies involve IT department into CX transformation rather than business development).

Customer Experience 122

Customer Experience Invoicing Finance Net Promoter Score 122

SurveySensum

JULY 14, 2020

He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. He successfully led and brought his companies in successful CX transformation and has won many awards in customer engagement & customer experience management areas. LinkedIn: [link]. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. Lee engaged the CEO and middle management once he began the CX transformation process.

Customer Experience 44

Customer Experience B2B CX CX Transformation 44

Lumoa

MARCH 20, 2018

B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

ClearAction

MAY 18, 2017

Most VoC managers grapple with those at the expense of VoC’s purpose, according to ClearAction’s 5-year benchmarking of B2B customer experience practices. All of the other efforts in the list above are means toward this end. Radical changes in VoC management are necessary.

VOC 54

VOC Voice of the Customer Social Media Customer Feedback 54

Lumoa

MAY 21, 2018

It makes up almost two thirds of online consumers and the likeliness goes even higher if the product is a B2B service! Surprisingly, only 29% of companies involve business development department into customer experience activities (for some reason, more companies involve IT department into CX transformation rather than business development).

Customer Experience 60

Customer Experience Invoicing Finance Net Promoter Score 60

Customer Bliss

JULY 25, 2017

Geeta Wilson is the VP, Consumer Experience – Enterprise Transformation at Humana, where she’s been since late 2013. Episode Overview. In this episode, we primarily discuss how and when to know an organization is ready for customer-driven change.

Healthcare 0

Healthcare CX Voice of the Customer Customer Experience 0