Delivering on B2B Experience When Management Is Obsessed With Everyone Else’s Score

Adam’s guest is the outspoken and often hilarious Ben Phillips CCXP, leader of Customer Experience at Fujitsu. He’s an author, a CX professional, and a top voice in the customer experience world — one of the few real experts in B2B CX.

Ben is open about how the program is run at Fujitsu, talking through some of his challenges and how the program is evolving. He’s also generous in talking about real benchmarks in the business. 

Adam and Ben discuss the pros and cons of competitive benchmarks: when to use them and how not to get tripped up.

Ben also makes a good point about CX and how it is nothing like Harry Potter.

Ben is reachable at https://www.linkedin.com/in/ben-phillips-ccxp/ and the link to the B2B benchmarks he refers to is here: https://customergauge.com/ebook/b2b-nps-and-cx-benchmarks-report and https://customergauge.com/ebook/cpg-experience-benchmarks-report