Are you leading a CX program? Join us May 15 - 17 for CX Leaders Advance. Visit the Conference Website
A “village” of people internally influencing B2B buying decisions is universal to most B2B CXM scenarios. This single fact means a lot. If the purpose of customer surveys is to accurately monitor customers’ likelihood of rebuying, then you must gain an understanding of each influencer’s...
B2B customer experience misunderstandings run rampant across studies, articles, CX tech providers, and mainstream commentary. Many proclamations about B2B customer experience have a myopic perspective, focused on sales, service, marketing, digitalization or promoting an offering — without B2B...
Those of us who work in B2B CX know how different this discipline is from consumer-facing / retail Customer Experience. And unfortunately, there are fewer stats, books, and articles, just less information overall about B2B CX. To solve for this, I've started our own Zoom roundtable...
This period may be remembered as the finest hour for CX. For better or worse, some companies are proving that they are who we thought they were, while others surprise with heretofore unknown demonstrations of CX resiliency and agility. Recently, I wrote about how CX practitioners are...
Kay Lynn Hendrix, CCXP, believes that the ability to ask good questions is essential for any CX professional. As Director, Customer Experience at Dell EMC, Hendrix brings that inquisitive mindset to her team, which focuses on the experience of customers who purchase servers from the company. ...
“Employee engagement drives transformational changes that enable you to have quality in everything you do,” explained Carolyn Muise, Vice President of Total Customer Experience (TCE) at EMC in our 2015 interview on my Customer Experience Transformation talk show. She continued: “We’re shifting...
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