Today we will be talking about next level CX for business-to-business companies—the why, the what, the when, and the how with the VP of Strategy and Analytics at Walker, Troy Powell, and Steve Walker, Walker’s CEO. We will be discussing their latest research report focused on the differences between B2B and B2C customer experience. Learn how they are helping CX leaders create more sustainable B2B businesses by having a customer-centric approach.

Troy’s background 0:56
Steve’s background 4:41
Steve’s Advice/the Maturity Model 13:24
Nailing the CX transformation 19:21

“As opposed to starting with the X data, kind of talk to the business leaders about what they’re trying to drive, and then bring some insights from your customer base that can help them make those decisions better or with a more complete set of information.” 20:41

https://www.linkedin.com/in/troyapowell/
https://www.linkedin.com/in/stevenfwalker/
https://www.walkerinfo.com/