Episode 59: B2B Customer Experience: the Latest Trends in Focus
In this episode of the Industrial Innovation Podcast, host Daniel Phillips speaks with Ramit Mahajan, Head Customer Experience IMEA at Henkel
Ramit shares his key learning in B2B customer experience and the latest developments you should know about.
Timestamps:
00:00 - Introduction to the Industrial Innovation Podcast
02:25 - Discussion of lack of B2B vs B2C customer experience literature
03:55 - Key differences between B2B and B2C customer experience
04:45 - Importance of starting with the customer for customer experience
05:51 - Main differences between B2B and B2C
07:37 - Ramit's vision on customer experience trends and innovation
11:38 - How COVID impacted customer experience strategy and scores
13:43 - Ramit's parting advice on getting into customer experience and supply chain careers
RECOMMENDED RESOURCES
Follow Ramit Mahajan on linkedin
Learn more about Henkel
