In this episode, Mike and Paul discuss business-to-business, or B2B, customer experience (and B2B2C or other business models) and the impact of individuals' B2C customer experiences on it. As part of this discussion, they discuss the similarities and differences across the core CX competencies (strategy, customer understanding, governance, measurement, and delivery), including the different challenges these B2B organization face.
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Each episode includes a discussion on a key CX topic, while also highlighting tools that CX practitioners can use, and how CX helps address key challenges our clients are facing.