#2: What Makes a CX Leader

What do brands delivering best-in-class customer experience do differently than the rest? In this episode I’m joined by Oliver Truman, Head of Research & Analytics at B2B International, to discuss the findings of a recent study into customer experience performance across b2b brands. Looking through the lens of the ‘6 Pillars of CX Excellence’, we look at why CX progress has stalled among b2b brands, what brands are struggling with most, and the lessons to be learnt from those at the top of the CX game. To learn more about the ‘6 Pillars of CX Excellence’, visit http://b2bint.nl/pillars