Customer Experience for B2B
How Grundfos started and embedded their Customer Experience Program into the company strategy
Our guest speaker for this webinar is from our office in Denmark: Abdul Dezkam, CX Solution Strategy Manager at Qualtrics. Abdul spent many years at Grundfos, where he was leading the international CX program. Grundfos is a B2B manufacturing company, with an annual production of around 16 Mio pump units and around + 19.000 employees.
Abdul will show how he did it at Grundfos: From the idea, to procurement, hands-on tech, strategy, communication, change management, program design and methodology, KPI and incentives structures etc.
- How he connected the CX to the overall company strategy
- What were the compelling events for building CX programs
- How he applied a Customer Centric culture
- Shaping the program design
- Communication tactics and change/stakeholder management
- Embedding CX within Sales teams
After Abdul Dezkams presentation he will dive into a Q&A session.
Register now to watch on demand
CX Solution Strategist
Abdul joined Qualtrics in 2021 as a CX Solution Strategist, specialized within B2B, dedicated in the Nordic region while he is based in Denmark. Before joining Qualtrics, Abdul was leading CX and later EX within an industry-leading global company with 19.000 employees, namely Grundfos. Here, Abdul has been a Qualtrics customer for more than 5 years, where he set up and led an award winning CX program across 65 countries involving thousands of people with the purpose of transforming a highly product-oriented engineering company to become a truly customer-centric organisation.