Your B2B CX Story starts here

What I often see

My clients are often very experienced CX leaders working in large, industrial B2B companies. They have strengths and deep expertise in CX, but when they come to me they have been wrestling with a recurring challenge. Maybe it is about making Customer Experience and customer insights feel relevant to the executive team, moving from measurement to action or building ownership beyond the immediate CX team. What ever the challenge is, its roots are often found in one place: How CX is positioned in the company.

This is how I help my B2B clients

To succeed with any of the above challenges, CX needs to be first positioned right. Not as a standalone initiative or program, but something that helps the business succeed. Otherwise CX will always compete with other business priorities.

The first task is to answer one question, clearly and credibly: How does Customer Experience help our company succeed? To do this, I use the CX Story Framework, my method for building a simple, strategy-driven core message for leadership and the wider organisation. Once the strategic connection is clear, the rest of the work has direction: which insights to prioritise, which actions to focus on and what kind of capabilities and ownership will be needed. This is where I advise my clients through my B2B expertise on the right customer insight models, action processes, and capabilities that work best in a complex B2B environment.

How We Can Work Together

Every organisation’s starting point is different. Whatever your situation, there is always a place to start — and a clear path forward.

STRATEGY:

CX Story

To whom: For B2B teams ready to anchor CX firmly in business strategy, with a clear story that engages everyone from CEO to customer frontline.

What: A facilitated sprint over seven weeks. You leave with a clear definition what CX means for your company, how it connects with the broader business strategy and an execution plan to do CX right.

Outcomes: A CX story anchored in your strategy. A supporting roadmap.

PROCESSES:

Insights to action

To whom: For B2B teams who have the customer insights but are struggling to act on it systematically – including motivating the organisation.

What: A proven B2B Insights to Action framework with a cross-organisational Huddle, adapted to your business context and governance. Storytelling techniques to drive behavioural and mindset change.

Outcomes: An insights to action model and toolkit. Storytelling template to build internal competence.

PEOPLE:

Capability design

To whom: For B2B teams who have defined what CX means to them (The CX Story) and need to understand the capabilities to deliver it across the organisation.

What: Not a generic maturity model, but CX capabilities defined in 4 areas: Skills, Tools, Mindset and Systems. Customised capability assessment that shows key gaps between your CX story and ability to deliver it.

Outcomes: A capability assessment derived from your CX story. A development-track based on your current situation.

ADVISORY: Ongoing

To whom: Sometimes the best option is a thinking partner and ongoing advisory to keep CX embedded in the ways of working as organisation matures.

What: CX leadership coaching 1:1

Outcomes: Confidence in leading CX work successfully after an initial project has been completed.

Let's Explore the Best Option For You

B2B companies I have worked with

Over the years I have worked with leading B2B manufacturing and industrial services companies across the Nordics and beyond. I partner with leading CX consultants, service providers and events globally.

The companies below are among those I have had the privilege to work with: