Friederike & Aleksandra: Why your Customer Experience program will fail

In this episode of the Inbound4Cast Friederike Niehoff (freelance cx manager) and Aleksandra Pilniak (customer centric culture manager at Kramp) share great insights about why customer experience programs fail.

• Is there too much focus on marketing to get new customers for B2B companies?
• What is customer experience?
• Why is a customer experience focus important for B2B companies?
• About the two different approaches (the brain and the heart) for CX
• Improve the happiness of your employees
• Prove the CX Business Case
• The Competitive Advantage of Authenticity
• Get Leadership Commitment
• How to start with CX?

You can order their book here.