Trends Report

The Keys To Implementing A B2B Customer Experience Program

February 18th, 2020

Summary

At Forrester’s CX NYC 2019 Forum, industry speakers discussed how to establish and maintain a successful B2B customer experience (CX) program. Tony Drummond of Cox Automotive explained how to identify targeted experience improvements that will make your clients want to willingly buy more from you, pay more, and advocate more for you. Mari Cross, head of customer success for the Americas at Adobe, promoted customer success programs to ensure your clients maximize the value of their purchase of your products/services. Matt Larson of Optum and Kristi Langdon from Daimler Trucks North America discussed how to measure success and share results.

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