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3 Key CX Practices of Leading B2Bs

By surveying hundreds of US-based B2B professionals whose companies collect and use customer feedback, the Medallia Institute identified three distinct groups according to the results of their CX programs:

  • Leaders: Achieve a broad array of impressive business results
  • Followers: Enjoy some positive results, but achievements are narrower
  • Laggards: Realize few if any positive business results

Variation in the scope and mechanics of CX initiatives in each group reveals 3 key practices that most clearly differentiate the leaders from the rest of the pack.

Watch the webinar recording to hear Andrea Everett, Head of Research, Medallia & Deepak Sharma, Managing Director, Deloitte discuss what characterizes a B2B CX leader, follower, or laggard and dive into the 3 key practices that most clearly differentiate the leaders from the rest of the pack.