Managing CX when customers are complex organisations: Data, People and AI Best Practices

As technology advances, so do the expectations of customers within B2B organisations. Just because you are doing business with complex organisations rather than end customers, it doesn't mean your service won’t be compared to popular pizza delivery or mobile apps. However, the technology that facilitates exceptional B2C experiences is yet to be fully utilized by B2B organizations. Customer data is often dispersed across various systems, and while feedback is collected, there is often a lack of leadership initiative to implement significant changes. Personalization and prediction of customer needs remain more of a distant goal than a present reality.

Join us for a fireside chat with Medallia & GemSeek experts in complex B2B CXM Programs and learn:

• The fundamental role of customer data in managing CX and how to overcome the most common challenges CX professionals have in this area
• How to navigate the “human factor” in the successful implementation and utilisation of CX technologies and processes, including securing internal buy-in, fostering engagement, and shifting mindsets.
• The rise of AI and its best uses in customer experience management - automation, personalisation, prediction. How can companies move from simply reacting to customer needs to proactively managing and predicting those needs.

Speakers:

• Judy Bloch, Principal CX Advisor, Medallia has a passion for customers and a talent for enhancing brand experiences. Her ability to identify opportunities in every situation has improved customer loyalty, reduced costs, and enhanced quality experiences. With over 15 years of experience, Judy has developed programs and problem-solving frameworks that deliver measurable results. Before Medallia, Judy built and improved successful CX programs for organisations, such as Citi Bank, UMB Bank, Sprint telecom, known for her customer-centric approach and effective program design. 
• Aleksandra (Sasha) Molotova, CX Consultant, GemSeek is a Senior Consultant at GemSeek, boasting an impressive track record of over eight years in roles as an Insight Analyst, VoC Specialist, and CX Consultant. Her work has spanned a diverse range of industries, from agriculture and manufacturing to finance, real estate, and luxury retail. She has contributed her expertise to notable organizations including Heidelberg Materials, Sensata, Accuity, Cirium, Randstad, Breitling, and DS Smith.
• Lisa Garthside, Principal Consultant, Medallia has advised a range of companies across sectors including B2B clients, on driving change & building cultural transformation through listening to the customer. Lisa has a focus on supporting clients to enable CX Strategy, Customer Centricity & develop robust Governance systems. Prior to joining Medallia Lisa was responsible for developing M&G’s programme in the UK, and prior to that worked closely with clients at Forsta, including running the internal CX programme. She has also had a long career in market research at a number of top agencies.