Summary
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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