Don't bring the CEO to CX

The conversation delves into the unique challenges of B2B customer experience, highlighting the fundamental differences between B2C and B2B, the organizational challenge of customer centricity, and the shift from insights to action in B2B CX. It emphasizes the importance of measuring success in B2B CX and the role of CX governance and organizational structure in driving customer-centric initiatives.

Takeaways

• B2B customer experience differs fundamentally from B2C
• Organizational challenge of customer centricity in B2B

Chapters

• 00:00 Introduction to B2B Customer Experience
• 05:04 Challenges of Applying B2C Strategies in B2B
• 11:36 Shifting from Insights to Action in B2B CX
• 22:52 CX Governance and Organizational Structure