Marketing Charts has some data from the new Econsultancy report showing that CX is gaining importance in the B2B world as it has in the B2C.
There are a lot of nice words said about CX but when you dig for substance you find that much of the talk is generic and not based on much in the way of hard evidence.
I have been working with Kim Walker to provide marketers with a tool that enables them to evaluate their delivered CX - over all of the touchpoints. All of the refinement of CX has to be built on a firm foundation that is age-neutral. That is what we measure. Just how good and consistent are foundations are when they are used by a 20 year old or their grandmother. Most of the time we find them built on sand. Dick Stroud