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December 03, 2020

The Value of B2B Customer Experience

You want to increase your customers’ happiness? Great! But how to measure this phenomenon which seems quite difficult to grasp? How to prove the added value in your company’s revenues to make the financial benefits visible? A guide to square...

By Sandra Radlovacki

December 02, 2020

CXTrendTalks: Greg Melia, CEO, CXPA

Greg Melia, CEO of Customer Experience Professionals Association (CXPA) discusses the rise and the faults and of CX job positions and the trends over the past several years that influenced these. See below the whole presentation and Q&A session below: </a> </div> <div class='cxm-post'> <a class="post-image-link" href="https://cxm.world/customer-experience/cxtrendtalks-martin-hanley-cx-activation-manager-and-chloe-woolger-commercial-director-cx-kantar-uk/"> <img width="1279" height="669" src="https://cxm.world/wp-content/uploads/2020/12/kantar.png" class="cxm-post-image wp-post-image" alt="" decoding="async" loading="lazy" srcset="https://cxm.world/wp-content/uploads/2020/12/kantar.png 1279w, https://cxm.world/wp-content/uploads/2020/12/kantar-640x335.png 640w, https://cxm.world/wp-content/uploads/2020/12/kantar-1024x536.png 1024w, https://cxm.world/wp-content/uploads/2020/12/kantar-600x314.png 600w" sizes="auto, (max-width: 1279px) 100vw, 1279px" /> </a> <div class='cxm-post-meta'> <a class='cxm-post-author' href=''> <span>By</span>  <strong> Sandra Radlovacki </strong> </a> <p class='cxm-post-date'> December 02, 2020 </p> </div> <a href="https://cxm.world/customer-experience/cxtrendtalks-martin-hanley-cx-activation-manager-and-chloe-woolger-commercial-director-cx-kantar-uk/" style='text-align: center' class='cxm-post-details' > <p class='cxm-post-title'> CXTrendTalks: Martin Hanley, CX Activation Manager and Chloe Woolger, Commercial Director CX, Kantar UK </p> <p class='cxm-post-excerpt'> Martin Hanley, CX Activation Manager and Chloe Woolger, Commercial Director CX, Kantar UK explore the future of CX and what needs to be done to ensure the customer is placed at the heart of the organisation. See the whole presentation and... </p> </a> </div> <div class='cxm-post'> <a class="post-image-link" href="https://cxm.world/cxm-news/cxtrendtalks-jamie-thorpe-head-of-experience-management-xm-and-katherine-shipton-associate-director-ipsos-mori/"> <img width="1276" height="675" src="https://cxm.world/wp-content/uploads/2020/12/jamie-thorpe.png" class="cxm-post-image wp-post-image" alt="" decoding="async" loading="lazy" srcset="https://cxm.world/wp-content/uploads/2020/12/jamie-thorpe.png 1276w, https://cxm.world/wp-content/uploads/2020/12/jamie-thorpe-640x339.png 640w, https://cxm.world/wp-content/uploads/2020/12/jamie-thorpe-1024x542.png 1024w, https://cxm.world/wp-content/uploads/2020/12/jamie-thorpe-600x317.png 600w" sizes="auto, (max-width: 1276px) 100vw, 1276px" /> </a> <div class='cxm-post-meta'> <a class='cxm-post-author' href=''> <span>By</span>  <strong> Sandra Radlovacki </strong> </a> <p class='cxm-post-date'> December 02, 2020 </p> </div> <a href="https://cxm.world/cxm-news/cxtrendtalks-jamie-thorpe-head-of-experience-management-xm-and-katherine-shipton-associate-director-ipsos-mori/" style='text-align: center' class='cxm-post-details' > <p class='cxm-post-title'> CXTrendTalks: Jamie Thorpe, Head of Experience Management (XM) and Katherine Shipton, Associate Director, Ipsos MORI </p> <p class='cxm-post-excerpt'> Jamie Thorpe, Head of Experience Management (XM) and Katherine Shipton, Associate Director at Ipsos MORI dive deep into results of CX Voices 2020, an inaugural market study of both client and agency side CX Professionals. See the whole presentation and Q&A... </p> </a> </div> <div class='cxm-post'> <a class="post-image-link" href="https://cxm.world/customer-experience/cxtrendtalks-maxie-schmidt-principal-analyst-cx-forrester/"> <img width="1274" height="673" src="https://cxm.world/wp-content/uploads/2020/12/maxie-shmidt.png" class="cxm-post-image wp-post-image" alt="" decoding="async" loading="lazy" srcset="https://cxm.world/wp-content/uploads/2020/12/maxie-shmidt.png 1274w, https://cxm.world/wp-content/uploads/2020/12/maxie-shmidt-640x338.png 640w, https://cxm.world/wp-content/uploads/2020/12/maxie-shmidt-1024x541.png 1024w, https://cxm.world/wp-content/uploads/2020/12/maxie-shmidt-600x317.png 600w" sizes="auto, (max-width: 1274px) 100vw, 1274px" /> </a> <div class='cxm-post-meta'> <a class='cxm-post-author' href=''> <span>By</span>  <strong> Sandra Radlovacki </strong> </a> <p class='cxm-post-date'> December 02, 2020 </p> </div> <a href="https://cxm.world/customer-experience/cxtrendtalks-maxie-schmidt-principal-analyst-cx-forrester/" style='text-align: center' class='cxm-post-details' > <p class='cxm-post-title'> CXTrendTalks: Maxie Schmidt, Principal Analyst CX, Forrester </p> <p class='cxm-post-excerpt'> As part of CXTrendTalks at the 2020 UK Customer Experience Awards, Maxie Schmidt, Principal Analyst CX at Forrester shared The Top 5 CX Predictions for 2021. Trust, safety and inclusion are some of the key elements customers will be looking... </p> </a> </div> <div class='cxm-post'> <a class="post-image-link" href="https://cxm.world/customer-experience/a-story-of-hope/"> <img width="1348" height="900" src="https://cxm.world/wp-content/uploads/2020/12/lina-trochez-ktPKyUs3Qjs-unsplash-1348x900.jpg" class="cxm-post-image wp-post-image" alt="" decoding="async" loading="lazy" srcset="https://cxm.world/wp-content/uploads/2020/12/lina-trochez-ktPKyUs3Qjs-unsplash-1348x900.jpg 1348w, https://cxm.world/wp-content/uploads/2020/12/lina-trochez-ktPKyUs3Qjs-unsplash-640x427.jpg 640w, https://cxm.world/wp-content/uploads/2020/12/lina-trochez-ktPKyUs3Qjs-unsplash-1280x854.jpg 1280w, https://cxm.world/wp-content/uploads/2020/12/lina-trochez-ktPKyUs3Qjs-unsplash-1024x684.jpg 1024w, https://cxm.world/wp-content/uploads/2020/12/lina-trochez-ktPKyUs3Qjs-unsplash-1536x1025.jpg 1536w, https://cxm.world/wp-content/uploads/2020/12/lina-trochez-ktPKyUs3Qjs-unsplash-2048x1367.jpg 2048w, https://cxm.world/wp-content/uploads/2020/12/lina-trochez-ktPKyUs3Qjs-unsplash-600x401.jpg 600w" sizes="auto, (max-width: 1348px) 100vw, 1348px" /> </a> <div class='cxm-post-meta'> <a class='cxm-post-author' href=''> <span>By</span>  <strong> Sharon Boyd </strong> </a> <p class='cxm-post-date'> December 02, 2020 </p> </div> <a href="https://cxm.world/customer-experience/a-story-of-hope/" style='text-align: center' class='cxm-post-details' > <p class='cxm-post-title'> A Story of Hope </p> <p class='cxm-post-excerpt'> Let’s not beat around the bush (an interesting saying!), 2020 has been a tough year and it’s not over yet. But I wanted to share my story, it may just provide some hope to those facing redundancy and/or are thinking about... </p> </a> </div> <div class='cxm-post'> <a class="post-image-link" href="https://cxm.world/cxm-news/international-business-excellence-awards-2020-meet-the-winners/"> <img width="1280" height="720" src="https://cxm.world/wp-content/uploads/2020/12/IBXA20-Winn-ann-1280x720-1.png" class="cxm-post-image wp-post-image" alt="" decoding="async" loading="lazy" srcset="https://cxm.world/wp-content/uploads/2020/12/IBXA20-Winn-ann-1280x720-1.png 1280w, https://cxm.world/wp-content/uploads/2020/12/IBXA20-Winn-ann-1280x720-1-640x360.png 640w, https://cxm.world/wp-content/uploads/2020/12/IBXA20-Winn-ann-1280x720-1-1024x576.png 1024w, https://cxm.world/wp-content/uploads/2020/12/IBXA20-Winn-ann-1280x720-1-600x338.png 600w" sizes="auto, (max-width: 1280px) 100vw, 1280px" /> </a> <div class='cxm-post-meta'> <a class='cxm-post-author' href=''> <span>By</span>  <strong> Sandra Radlovacki </strong> </a> <p class='cxm-post-date'> December 01, 2020 </p> </div> <a href="https://cxm.world/cxm-news/international-business-excellence-awards-2020-meet-the-winners/" style='text-align: center' class='cxm-post-details' > <p class='cxm-post-title'> International Business Excellence Awards 2020: Meet the Winners </p> <p class='cxm-post-excerpt'> The winners of the International Business Excellence Awards 2020 have been revealed yesterday at the Live Online event, celebrating teams and individuals for the outstanding work done by businesses worldwide. Finalists were competing to secure Gold, Silver and Bronze titles across... </p> </a> </div> <div class='cxm-post'> <a class="post-image-link" href="https://cxm.world/customer-experience/what-christmas-shoppers-are-looking-for-this-festive-season/"> <img width="1152" height="900" src="https://cxm.world/wp-content/uploads/2020/12/pexels-oleg-zaicev-4834893-1152x900.jpg" class="cxm-post-image wp-post-image" alt="" decoding="async" loading="lazy" srcset="https://cxm.world/wp-content/uploads/2020/12/pexels-oleg-zaicev-4834893-1152x900.jpg 1152w, https://cxm.world/wp-content/uploads/2020/12/pexels-oleg-zaicev-4834893-640x500.jpg 640w, https://cxm.world/wp-content/uploads/2020/12/pexels-oleg-zaicev-4834893-1280x1000.jpg 1280w, https://cxm.world/wp-content/uploads/2020/12/pexels-oleg-zaicev-4834893-1024x800.jpg 1024w, https://cxm.world/wp-content/uploads/2020/12/pexels-oleg-zaicev-4834893-1536x1200.jpg 1536w, https://cxm.world/wp-content/uploads/2020/12/pexels-oleg-zaicev-4834893-2048x1600.jpg 2048w, https://cxm.world/wp-content/uploads/2020/12/pexels-oleg-zaicev-4834893-600x469.jpg 600w" sizes="auto, (max-width: 1152px) 100vw, 1152px" /> </a> <div class='cxm-post-meta'> <a class='cxm-post-author' href=''> <span>By</span>  <strong> Mike Austin </strong> </a> <p class='cxm-post-date'> December 01, 2020 </p> </div> <a href="https://cxm.world/customer-experience/what-christmas-shoppers-are-looking-for-this-festive-season/" style='text-align: center' class='cxm-post-details' > <p class='cxm-post-title'> What Christmas Shoppers are Looking for This Festive Season </p> <p class='cxm-post-excerpt'> With Christmas markets and Santa’s Grottos cancelled in many cities, it may seem as though traditional Christmas preparations are losing much of their sparkle and cheer this year. As a consequence, savvy retailers are looking for new ways to engage... </p> </a> </div> <div class='cxm-post'> <a class="post-image-link" href="https://cxm.world/customer-experience/the-greatest-brands-are-the-ones-that-take-onus-of-customer-experience/"> <img width="1350" height="900" src="https://cxm.world/wp-content/uploads/2020/11/pexels-karolina-grabowska-4968386-1350x900.jpg" class="cxm-post-image wp-post-image" alt="" decoding="async" loading="lazy" srcset="https://cxm.world/wp-content/uploads/2020/11/pexels-karolina-grabowska-4968386-1350x900.jpg 1350w, https://cxm.world/wp-content/uploads/2020/11/pexels-karolina-grabowska-4968386-640x427.jpg 640w, https://cxm.world/wp-content/uploads/2020/11/pexels-karolina-grabowska-4968386-1280x853.jpg 1280w, https://cxm.world/wp-content/uploads/2020/11/pexels-karolina-grabowska-4968386-1024x683.jpg 1024w, https://cxm.world/wp-content/uploads/2020/11/pexels-karolina-grabowska-4968386-1536x1024.jpg 1536w, https://cxm.world/wp-content/uploads/2020/11/pexels-karolina-grabowska-4968386-2048x1365.jpg 2048w, https://cxm.world/wp-content/uploads/2020/11/pexels-karolina-grabowska-4968386-600x400.jpg 600w" sizes="auto, (max-width: 1350px) 100vw, 1350px" /> </a> <div class='cxm-post-meta'> <a class='cxm-post-author' href=''> <span>By</span>  <strong> Piyali Chatterjee </strong> </a> <p class='cxm-post-date'> November 27, 2020 </p> </div> <a href="https://cxm.world/customer-experience/the-greatest-brands-are-the-ones-that-take-onus-of-customer-experience/" style='text-align: center' class='cxm-post-details' > <p class='cxm-post-title'> The Greatest Brands are the Ones that Take ‘Onus’ of Customer Experience </p> <p class='cxm-post-excerpt'> Customer experience is about brands demonstrating their commitment to prioritising and anticipating the problems of the customers. They are taking the onus to provide a solution to the customers. One of the frequent problems that most customers face while purchasing... </p> </a> </div> <div class='cxm-post'> <a class="post-image-link" href="https://cxm.world/customer-experience/the-secret-behind-roi-on-cx-harnessing-the-power-of-data/"> <img width="1359" height="900" src="https://cxm.world/wp-content/uploads/2020/11/pexels-lukas-590037-1359x900.jpg" class="cxm-post-image wp-post-image" alt="" decoding="async" loading="lazy" srcset="https://cxm.world/wp-content/uploads/2020/11/pexels-lukas-590037-1359x900.jpg 1359w, https://cxm.world/wp-content/uploads/2020/11/pexels-lukas-590037-640x424.jpg 640w, https://cxm.world/wp-content/uploads/2020/11/pexels-lukas-590037-1280x848.jpg 1280w, https://cxm.world/wp-content/uploads/2020/11/pexels-lukas-590037-1024x678.jpg 1024w, https://cxm.world/wp-content/uploads/2020/11/pexels-lukas-590037-1536x1017.jpg 1536w, https://cxm.world/wp-content/uploads/2020/11/pexels-lukas-590037-2048x1356.jpg 2048w, https://cxm.world/wp-content/uploads/2020/11/pexels-lukas-590037-600x397.jpg 600w" sizes="auto, (max-width: 1359px) 100vw, 1359px" /> </a> <div class='cxm-post-meta'> <a class='cxm-post-author' href=''> <span>By</span>  <strong> Sandra Radlovacki </strong> </a> <p class='cxm-post-date'> November 26, 2020 </p> </div> <a href="https://cxm.world/customer-experience/the-secret-behind-roi-on-cx-harnessing-the-power-of-data/" style='text-align: center' class='cxm-post-details' > <p class='cxm-post-title'> The Secret Behind ROI on CX: Harnessing the Power of Data </p> <p class='cxm-post-excerpt'> Did you know that the average organisation analyses just 2 per cent of all customer interactions and it’s mostly for random checks? It’s become common knowledge that acquiring a new customer costs 25 times more than keeping an existing one. Yet,... </p> </a> </div> <div class="cxm-pagination cxm-container"> <a class="prev page-numbers" href="https://cxm.world/blog/page/297/?blog_list_view=columns&blog_side_info=false"><</a> <a aria-label="Page 1" class="page-numbers" href="https://cxm.world/blog/?blog_list_view=columns&blog_side_info=false">1</a> <span class="page-numbers dots">…</span> <a aria-label="Page 296" class="page-numbers" href="https://cxm.world/blog/page/296/?blog_list_view=columns&blog_side_info=false">296</a> <a aria-label="Page 297" class="page-numbers" href="https://cxm.world/blog/page/297/?blog_list_view=columns&blog_side_info=false">297</a> <span aria-label="Page 298" aria-current="page" class="page-numbers current">298</span> <a aria-label="Page 299" class="page-numbers" href="https://cxm.world/blog/page/299/?blog_list_view=columns&blog_side_info=false">299</a> <a aria-label="Page 300" class="page-numbers" href="https://cxm.world/blog/page/300/?blog_list_view=columns&blog_side_info=false">300</a> <span class="page-numbers dots">…</span> <a aria-label="Page 608" class="page-numbers" href="https://cxm.world/blog/page/608/?blog_list_view=columns&blog_side_info=false">608</a> <a class="next page-numbers" href="https://cxm.world/blog/page/299/?blog_list_view=columns&blog_side_info=false">></a> </div> </div> <aside id="secondary" class="widget-area"> <div class="sticky-sidebar-content"> <section id="custom_html-20" class="widget_text sidebar widget_custom_html"><div class="textwidget custom-html-widget"><a href="https://learning.callminer.com/uk/col/lcuk/whitepaper-uk-ccma-impact-of-tech-on-uk?pflpid=50085&pfsid=hZkwmsaPr0&utm_medium=referral&utm_source=cxm&utm_campaign=ccma_impact-of-tech-on-uk" target="_blank" style="display:block; text-align:center;"><img alt="" src="https://cxm.world/wp-content/uploads/2025/04/ImpactofTechandEconomyUK.png" width="300px" height="600px"/></a></div></section><section id="custom_html-17" class="widget_text sidebar widget_custom_html"><div class="textwidget custom-html-widget"><a href="https://pplwa.re/4jK9r2P" target="_blank" style="display:block; text-align:center;"><img alt="" src="https://cxm.world/wp-content/uploads/2025/05/peopleware-long.png" width="300px" height="600px"/></a></div></section> </div> </aside> </div> </main> <footer id="site-footer" class="site-footer"> <div class="main-footer row cxm-container"> <div class="col footer-col-1"> <section id="media_image-4" class="footer-col widget_media_image"><a href="/"><img width="640" height="1" src="https://cxm.world/wp-content/uploads/2020/10/CXM-logo-dark.svg" class="image wp-image-33899 attachment-medium size-medium" alt="" style="max-width: 100%; height: auto;" decoding="async" loading="lazy" /></a></section><section id="text-33" class="footer-col widget_text"> <div class="textwidget"><p>Inform. 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