B2B CX Insights

Do you want to keep up to date on the latest trends, case studies and insight from B2B Customer Experience?

Join us in the following:

 

Webinars

  • Topic-based 30 min webinars to CX Managers and Leaders working in B2B

B2B CX Conference

  • Annual gathering for B2B CX practitioners and industry leaders in Copenhagen, Denmark

B2B CX Leaders Forum

  • An invitation only community for CX managers and directors in B2B. Contact for more information.

Webinars

NEW 30.9.2025: The Financial Story in Your B2B CX Toolkit

 

In this webinar, you’ll learn:

✅ Why many struggle to tell a financial CX story
✅ How embed a financial lens in your CX toolkit
✅ Framework to get started

 

From NPS Staring to Action

What are the 6 building blocks in a successful Voice of the Customer program? What are the common challenges and solutions when moving from NPS to action? In this 30 min webinar we explain what you need to consider when moving from data to action successfully.

 

B2B CX Trends 2025

What are the key trends shaping B2B Customer Experience in 2025 and beyond? Join us in exploring what the following trends mean and key questions to ask in your organisation:

1. From reactive to predictive
2. Beyond surveys
3. Commercial value
4. Redefining success
5. Re-skilling and up-skilling

NPS Isn’t Enough – Predict and Improve CX with Leading Indicators

 

Most of the KPIs we CX people tend to use, such as NPS, are lagging ones. They reflect the outcomes of past actions.

 If we are serious about improving our customer experience, this is simply not enough. We need to predict and drive change with leading indicators.

In this 30 min webinar I will talk about:

🌟 What are the key differences between lagging and leading indicators?
🌟 Which ones should you use and for what purpose?
🌟 How to get started?

Closing the Inner & Outer Loop

Closing the loop is the most important part of a Voice of the Customer program.

But what does Closing the Loop mean in practise? How to get started with the Inner and Outer Loop?

This 30 min webinar will provide practical information and a step-by-step guidance on both feedback loops. 

B2B Customer Experience Trends 2024

 

Join us in exploring 5 key trends shaping B2B Customer interactions in 2024:

1. Commodititzation of digital

2. Survey fatigue

3. C-suite loves a high-value customer

4. Outer Loop as the game changer

5. Customer empathy

#customerexperiencetrends #cxtrends2024

Manage Your CX Like a Pro – Strategies For Winning Executive Support

How you position and manage your CX program is critical if you want to gain and ensure continued management attention and investment in CX. This webinar walks you through four strategies how to manage your CX program successfully.

The webinar is hosted by Anna-Maija Tanninen, founder of CX Agency and Caroline Bondier, founder of Arcticana, with over 14 years experience in program management. 

#programandprojectmanagement #cxprogram #cxgrowthpath

Voice of the Customer in B2B

How to build a successful Voice of the Customer measurement model in B2B?

This webinar offers practical viewpoints and support on 3 areas:

1. Choosing the right CX metrics and surveying approach

2. Utilising customer insight successfully with a governance model

3. What to consider when selecting a CX technology

 

#voiceofthecustomer #NPS #voc

5 Key Opportunities in B2B CX

This webinar focuses on 5 key opportunities that are shaping B2B customer experience in 2023 and beyond:

1. Customer value

2. Partner experience

3. AI and automation

4. Data protection

5. Green growth

 

#cx #cxtrends #cxgrowth #ai #automation #customervalue #greengrowth

(FIN): Asiakaskokemuksen johtaminen B2B -yrityksessä

Miten johtaa asiakaskokemusta onnistuneesti? 

Monessa yrityksessä asiakaskokemus nähdään asiakasrajapinnan asiana, mutta onnistunut asiakaskokemuksen kehittäminen vaatii koko organisaation panostusta. Asiakaskokemuksen johtaminen on ennen kaikkea asiakaskokemuksen kasvupolun tukemista jossa asiakaskokemuksen johtajalta vaaditaan erilaisia painotuksia ja osaamisia kasvupolun eri vaiheissa. 

#asiakaskokemus #kasvupolku #cxgrowthpath

 B2B CX Conference

B2B CX Conference is the premier event for B2B leaders seeking transformative insights and vital connections in Customer Experience Management. Held annually in Copenhagen, Denmark. 

B2B CX Leaders Forum

Invitation only networking event for Customer Experience leaders in B2B – Coming in the fall 2025

Contact

Anna-Maija Tanninen, CEO

+358406736377

anna-maija.tanninen@cxagency.fi

Customer Experience Agency Oy

Bulevardi 21, 00180 Helsinki FINLAND

Business ID: 3331182-5