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Activating your organisation for B2B CX

Investing in your CX program can be one of the most impactful things a business does. However, many programs are still immature due to a lack of investment, organisational support, and difficulties with the complexity of B2B customer journeys.

Join us for session 2 of the B2B CX Series on How to activate the organisation for B2B CX success.

This event is part of a 2-part series.

In this session, attendees will:

  • Learn how to take a holistic relationship management approach with account-level CX insights
  • Hear from Intuit on their real-world experience using CX drive business value
  • See how organisations can address enterprise issues that impact account-level experiences
  • Learn why B2B CX success is everyone’s job, not just account management’s role
  • Understand links between CX and internal teams

If you missed session 1 on Maximising the impact of your B2B customer experience program, click here to register.

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Picture of Scott Downing

Scott Downing

Director International CX Management
Intuit QuickBooks

Scott is a Global Employee and Customer Experience strategist, a leader of human-centric transformation and key advocate for continuous Improvement, through the customer and employees.

He is currently the Director of International Customer Experience Management at Intuit QuickBooks. Intuit QuickBooks is not only a well-renowned employer of choice, but it is also a mission-driven, global financial platform company that are the proud makers of TurboTax, QuickBooks, and Mint.

Intuit QuickBooks helps more than 50 million people around the world and has over 12,000 employees globally with 175 residing in Australia. Scott is originally from the UK and has been in Australia for 13 years now. Luckily, his role means he gets to go back to the UK at least a couple of times a year. He looks after 8 countries for Intuit QuickBooks Customer Success plus over 150 with digital only presence, which means before COVID he spent a lot of time in the air.

When he is not travelling, Scott loves to run and spend time with his partner and two Cocker Spaniels.

Picture of Aimee Lucas

Aimee Lucas

Distinguished Principal Analyst
Qualtrics XM Institute

Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Aimee leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Picture of Craig James

Craig James

Principal & XM Scientist, Asia Pacific

Craig James is Principal & XM Scientist specialising in customer experience for the Asia Pacific region at Qualtrics. In this role, Craig is responsible for CX Advisory Services, which supports, guides, and advises organizations as they design and manage CX programs. Craig is a long-standing CX practitioner with more than 15 years of experience in nurturing customer experience programs, enabling leaders to measure and take action on feedback, while driving a customer-centric culture. Before joining Qualtrics, he led the CX and Innovation function for Optus Business, Australia’s second largest Telco. Prior to that, he delivered a range of customer-impacting programs around the globe during his seven years with Deloitte in the UK, including being seconded to a role leading the CX program for the London 2012 Olympic Games.

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