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CX Expert Edition

Advanced B2B CX Strategies Nobody Talks About

Looking to take your B2B customer experience program to the next level? Struggling to roll out a comprehensive CX plan your company can get behind? In our latest eBook, we asked some of the top CX experts and influencers to discuss how B2B companies they've worked with have revolutionized their customer experience.

CX Expert Edition

Advanced B2B CX Strategies Nobody Talks About

Looking to take your B2B customer experience program to the next level? Struggling to roll out a comprehensive CX plan your company can get behind? In our latest eBook, we asked some of the top CX experts and influencers to discuss how B2B companies they've worked with have revolutionized their customer experience.

What You'll Learn


We asked five experts in the customer experience industry what they see as the largest obstacle for B2B companies and leaders when it comes to managing a successful CX program. In this eBook, we coupled their extensive knowledge with insights into best practices and tools to get the job done.

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The B2B CX Challenge

90% of B2B leaders believe that customer experience is a crucial business priority. However, many struggle to overcome obstacles in executing an effective CX strategy. 

Contact Management

Five Tips. Five CX Experts.

Join seasoned CX leaders Maurice FitzGerald, Blake Morgan, Adam Dorrell, Shep Hyken and Adrian Swinscoe as they walk through how to tackle even the most complex B2B CX challenges. 

Case Management

Turn Strategy into Practice

In each section, we breakdown the tools and operational steps for implementing the tips and tricks introduced by our experts. 

Customer Experience

Real-World Examples 

Discover the steps Cisco took to overhaul their CX and how DHL used their program to generate additional pipeline.

Table of Contents

What's Inside


Take a look inside the book before your download! Five tips and tricks. Five experts. Countless insights to turn the page on your CX program and dramatically transform your customer-centric efforts. 

01

Tip 1: Speak the C-Suite’s Language—and Give Them the Visibility to Lead

Co-Author: Maurice FitzGerald

C-Suite Buy-in

Creating CX Transparency

Communicating Insights

02

Tip 2: Introduce Coverage as a Core KPI—It Might Just Save Your Business

Co-Author: Adam Dorrell

CX Metrics that Matter

Track and Maximize Coverage

Increase Retention & Revenue

03

Tip 3: Ensure Digital & Process Transformation Go Hand-in-Hand

Co-Author: Blake Morgan

Digital Transformation

Relationship Management

Change Management

04

Tip 4: Invest in Technology the Supports Your CX Strategy, Not Siloes It

Co-Author: Adrian Swinscoe

CX Software

Data Silos

Strategy Execution

05

Tip 5: Be Seen As More Than a Vendor with Personal and Convenient CX

Co-Author: Shep Hyken

Vendor vs. Partner

Personalization & Convenience

B2B Leaders

Creating CX Success Stories

  • “We have seen a sharp reduction in churn. Within the last two years alone, we've seen a 50% bump in retention.”

    TJ Waldorf Aaeaaqaaaaaaaa0 Jaaaajdji Odjl Y2 Rj Lwmx Nz Yt Ndu0 Os04 Mwq1 Lwfj Mz Y0 Zgi0 Yz M4 Zq VP of Inside Sales & Marketing

  • “We have moved beyond claiming to be a customer-centric organization - now we have the evidence to back it up.”

    Craig Scowen Oq5V Tvs5 Market Development Manager

  • “Thanks to real-time feedback and Digital Signage showing live customer comments and Net Promoter Scores, our team is more aligned in improving the customer experience.”

    Humphrey Geldof Humphery Customer Success Specialist

Take the B2B CX Assessment


See how your CX program stacks up against the competition and best practices for future success.