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With customer experience (CX) a number 1 priority for most B2B companies in 2021 and beyond, we wanted to learn more from those who have put their customers front and centre through award winning CX programs, and how this has therefore transformed their businesses. Join our research directors as they talk to the CX experts to understand how and why they prioritize CX within their business strategies in our latest podcast series; The CX Practitioners.
This week our Co-Founder and Head of Growth Nick Hague is joined by Lisa Best, Customer Communication Manager and CX Lead at Kemira on the podcast. Kemira, a global chemicals company headquartered in Helsinki, Finland, have an annual revenue of around EUR 2.7 billion and over 5,000 employees. It is therefore no mean feat to be in charge of a CX program for such a large organization and deliver a consistently global experience externally to their customers worldwide.
Find out how Lisa rose to the challenge, implementing an agile global customer experience strategy, plus…
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The inspiration behind Kemira embarking on this new CX journey
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Top tips for those embarking on implementing on a new CX program
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How they increased their NPS score so substantially
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Key challenges Kemira faced whilst implementing their CX program
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The importance of external customer communications…
… and lots more.
Listen to the podcast in full below.