#32 Friederike & Aleksandra - Why your Customer Experience program will fail [English]

In this episode of the Inbound4Cast Friederike Niehoff (freelance cx manager) and Aleksandra Pilniak (customer centric culture manager at Kramp) share great insights about why customer experience programs fail.Is there too much focus on marketing to get new customers for B2B companies?What is customer experience?Why is a customer experience focus important for B2B companies?About the two different approaches (the brain and the heart) for CXImprove the happiness of your employeesProve the CX Business CaseThe Competitive Advantage of AuthenticityGet Leadership CommitmentHow to start with CX?