About Us

B2B Customer Experience Needs a Different Approach

CX Agency was born in 2022 from my personal passion to create better customer experiences for B2B companies. After 20 years leading B2B CX both in-house (at KONE) and as a consultant, I saw a clear gap: B2B companies were adding customer experience to their strategies and measuring NPS, but lacked the focus and frameworks to turn insights into action.

In B2B, real impact comes when customer experience is embedded into core business processes; and that’s where we come in.

CX Agency is not a traditional consultancy – our model is built on partnership. We operate in an ecosystem of top B2B CX thinkers and practitioners. We work closely with you to understand your goals and take pride in helping you succeed and shine in customer experience leadership. 

CX Foundation: Executive Support, Vision and Roadmap

From Insight to Impact

Embedding the CX vision into the business requires Voice of the Customer data, business process data and ways to actively engage internal stakeholders in turning insights into action. 

Challenge: Companies often gather customer feedback but fail to integrate the insights into business operations, leading to disconnected efforts, lost value, and missed opportunities. 

Our Solution:
We build a CX Operating Model that connects the dots between insight and action. We help you to integrate customer insight into existing ways of working across the organisation. We support in defining the right model to address both customer and account specific actions and predictive signals (Inner Loop) and repetitive issues and opportunities at scale (Outer Loop). 

We help you design B2B Voice of the Customer model with ability to understand both the overall customer relationship and performance in key interactions and continuously measure the impact to business.

Building capabilities that last

Long-term success in customer experience requires the right competence, skills and resource to lead the organisational change.

Challenge: Customer experience is often seen as the responsibility of frontline staff or customer service. True transformation happens when everyone understands their role and impact to customer experience.

Our Solution:
We drive organisational change by embedding a customer experience governance model into your existing structure: larifying CX roles, identifying key influencers, and building the right capabilities to lead the transformation. We provide training, deployment playbooks, templates, and frameworks to support implementation. Need extra hands? We can co-lead pilots and rollouts as your implementation partner.