2 March 2021
Maximising the value of VoC programmes
In Quarter 4 2020, Ipsos’ teams in the UK, France and The Americas convened a roundtable with a cross-industry group of business-to-business CX executives, the second in the series of ‘B2B CX Sessions’. They debated and shared reflections and experiences of the challenges in maximising value from Customer Experience Voice of the Customer (VoC) programmes. Specifically, they discussed how seismic changes in operations due to COVID-19 have presented both challenges and opportunities.
Three key findings were surfaced that transcend industries, customer types and operating models:
- B2B CX: Beyond the foundational VoC programmes are increasing in sophistication across organisations
- Four pain points in the VoC journey Common sticking points hold VoC programmes back from their full potential
- VoC: An agent of change Apply a CX capability and maturity framework to contextualise improvement plans.
To find out about these findings, please read the B2B CX Sessions report.
In the next session, we’ll be discussing:
- Account Management in the remote world
24 September 2020
Managing relationships in a post COVID-19 world
Recently, with several months of the COVID-19 pandemic behind us, our Customer Experience teams in the UK, Australia and New Zealand convened ‘B2B CX Sessions’, the first in a series of virtual roundtables with a cross-industry group of business-to-business CX executives.
They debated, shared reflections and their experiences of the CX challenges COVID-19 has raised, what it’s meant for managing customer relationships and the implications for Voice of the Customer programmes: ‘Managing relationships in a post COVID-19 world’.
To find out about the themes which emerged, please read the B2B CX Sessions report.
To learn more about CX Forces, as discussed in the roundtable, head here for a copy of our white paper.
If you would like to get involved in one of these B2B CX Sessions, or would like to get involved in/suggest a topic for a future roundtable, please contact Helen Wilson.
To learn more about what makes for a great B2B relationship, and to get some advice on best practice B2B CX measurement and management, listen to Season 1, Episode 12 of our Customer Perspective podcast.
About B2B CX Sessions
A series of roundtable discussions with CX practitioners and experts who work in B2B. We’re an inclusive group who debate the key issues facing customer experience in a B2B context. Findings, insights and new best practices are shared with peers across our community with a view to improving the maturity and capability of CX in B2B.
The Forces of Customer Experience [Webinar recording]
Do you truly understand the Forces that are at play in your customers’ minds? This new webinar accompanies our brand new CX whitepaper, 'The Forces of Customer Experience: The science of strong relationships in challenging times'. Hear from the author of the paper and Ipsos' CX Chief Research Officer, Jean-Francois Damais,