From Experience to Impact: Linking B2B CX to business results
For B2B organizations, customer experience (CX) is no longer a 'nice to have', it's a key enabler of business performance. But while the link between CX and commercial outcomes is well understood in principle, few B2B firms have cracked the code in practice.
Phronesis interviewed CX leaders across multiple industries to understand how they are working to link experience with measurable results, and what's standing in their way. The findings reveal both inspiration and frustration, as companies strive to turn insight into impact.
What's in the report:
- How leading B2B firms are designing and measuring customer journeys that connect to business value
- The practical and organizational barriers that prevent CX efforts from gaining traction
- A three-step framework to help you align CX and business performance
- Examples of what's working to drive revenue—from churn prediction models to personalized journey improvements
Who should read this report?
- CX professionals working in B2B
- Commercial leaders seeking stronger alignment between customer insights and business strategy
- Product, marketing, and operations teams involved in customer journey design or post-sale service delivery
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