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20 February, 2019 | (01 hr)

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Expectations on service quality and customer experience are rising for B2B companies. The rewards are clear—CX leaders outperform their peers. Boards recognize that the topic is a priority, but there is still a big gap between ambition and reality. In this webcast, Thilo Rüdt von Collenberg, Associate Partner at McKinsey, will share key learnings from the consulting firm's client work on what it takes to achieve significant improvements in this field.

Key Takeaways:

  • How customer experience drives bottom-line results
  • 3 elements that make or break CX transformations
  • Specific challenges in B2B and how to address them
  • The CX transformation journey of a specialty chemicals company

Speakers

Thilo Rüdt von Collenberg

Thilo Rüdt von Collenberg
Associate Partner
McKinsey & Company, Inc.

Thilo is an Associate Partner at McKinsey & Company Inc. focusing on areas such as B2B Marketing, Value Based Pricing, Transactional Pricing, Capability Building, Market Research, Cost Reduction, Benchmarking, LCC Sourcing. He hasFull Bio

Demet Tunç

Demet Tunç (Moderator)
Council Director, Customer Experience Council and Market Insights & Analytics Council
The Conference Board

Demet Tunç leads the Customer Experience Council at the Conference Board. She also provides consultancy & project management services - from strategy to execution with a hands-on approach - in marketing, customer experience and commercial management. Demet started her career as a brand...Full Bio

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