CX Expert Edition
CX Expert Edition
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.
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.
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.
Turn Strategy into Practice
In each section, we breakdown the tools and operational steps for implementing the tips and tricks introduced by our experts.
Discover the steps Cisco took to overhaul their CX and how DHL used their program to generate additional pipeline.
Table of Contents
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.
Tip 1: Speak the C-Suite’s Language—and Give Them the Visibility to Lead
Co-Author: Maurice FitzGerald
Creating CX Transparency
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
Tip 3: Ensure Digital & Process Transformation Go Hand-in-Hand
Co-Author: Blake Morgan
Tip 4: Invest in Technology the Supports Your CX Strategy, Not Siloes It
Co-Author: Adrian Swinscoe
Tip 5: Be Seen As More Than a Vendor with Personal and Convenient CX
Co-Author: Shep Hyken
Vendor vs. Partner
Personalization & Convenience
“We have seen a sharp reduction in churn. Within the last two years alone, we've seen a 50% bump in retention.”
TJ Waldorf 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 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 Customer Success Specialist