We know you understand the commercial imperative of CX, but there is much confusion around the industry – do your colleagues get it? Check out these CX Fundamentals resources on topics such as … what CX is, how it works, and the differences between B2C and B2B CX.
As individuals, our transactions with B2C firms have taught us to expect outstanding client experience (CX). However, CX in a B2B relationship has additional features to it over and above B2C and they make B2B CX more complicated and protracted, but still entirely achievable if you use an appropriate model.
CX operates on the emotional level where, when it comes to decisions about buying, staying and buying more, a good experience is forgettable and only the extraordinary counts. This is a huge opportunity for those asset managers who are ready to seize it.
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