Best Practice Report

A Snapshot Of B2B CX Programs

What We Learned From Surveying Attendees Of The B2B Track At CX NYC 2019

July 24th, 2019
Judy Weader, Principal Analyst
Judy Weader Principal Analyst
TJ Keitt, null
TJ Keitt
With contributors:
Harley Manning , Ben Salamin , Shayna Neuburg

Summary

CX NYC 2019’s B2B track offered the opportunity for B2B customer experience (CX) leaders to baseline their CX programs’ core capabilities needed for success: business case development, customer success management, measurement, and insights development and communication. This brief summarizes the findings from the real-time data visualization charts completed at CX NYC 2019 and offers resources for B2B CX professionals looking to build or strengthen any of these capabilities in their own program.

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