Best Practice Report

How B2B Companies Make The Case For Customer Experience

Build A Burning Platform To Spark Action

June 24th, 2015
Deanna Laufer, null
Deanna Laufer
With contributors:
Laura Ramos , Harley Manning , TJ Keitt , Carla O'Connor


Customer experience (CX) professionals at business-to-business (B2B) companies face B2B-specific challenges that make it hard to justify investing in CX. Obstacles range from a lack of sufficient insight into their clients’ experiences to difficulty isolating the role that CX plays in business success. This report describes how companies like Cisco Systems, Sage Software, Schindler, Shell, and Tetra Pak have conquered these challenges and built a burning platform — a compelling argument that drives urgency — for their CX initiatives.

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