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Transforming Customer Experience in B2B
FEBRUARY 20, 2019
Expectations on service quality and customer experience are rising for B2B companies. The rewards are clear—CX leaders outperform their peers. Boards recognize that the topic is a priority, but there is still a big gap between ambition and reality. In this webcast, Thilo Rüdt von Collenberg, Associate Partner at McKinsey, will share key learnings from the consulting firm's client work on what it takes to achieve significant improvements in this field.
- How customer experience drives bottom-line results
- 3 elements that make or break CX transformations
- Specific challenges in B2B and how to address them
- The CX transformation journey of a specialty chemicals company