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Maximise the Impact of your B2B Customer Experience Program

A well developed Business to Business (B2B) Customer Experience program is one of the top priorities for most companies, yet many programs are still immature. A well developed and mature CX program is the key to delivering increased revenue and reduced churn while winning loyalty to your business. In a recent study by the XM Institute, they found that 75% of B2B CX leaders positively impacted their organisations financial performance year over year.

Join our speaker Aimee Lucas, CCXP (Distinguished Principal XM Catalyst, Qualtrics) to dive into the world of B2B Customer Experience to learn about the latest trends in the market and insights into how to take your program to the next level while delivering for your bottom line.

In this session, attendees will:

  • Understand why XM matters when it comes to effectively managing B2B relationships

  • Learn how to combine experience and operational data for powerful account-level insights

  • See how to architect and effectively expand CX within a B2B organisation

  • Leave with specific best practices to get started taking their program from where it is to best-in-class

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Aimee Lucas

Distinguished Principal Analyst, 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 organisations optimise their experience management (XM) programs. Aimee leads the XM Institute’s research into CX and EX best practices and the broader organisational capabilities required for building loyalty by improving customer and employee experiences.

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