Episode 59: B2B Customer Experience: the Latest Trends in Focus

 

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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

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Daniel Phillips