#8 Sam Wegman: The Secret to B2B Customer Experience Success

Join Lauren in an enlightening conversation with Sam Wegman, the VP of Customer Experience at Univar Solutions, as they explore the intricacies of B2B customer experience in the chemical distribution industry. Sam shares her innovative strategies for building a culture that revolves around the customer-centric culture, where every employee plays a critical role in enhancing customer experience. Learn how Univar Solutions transforms its approach to customer service, the importance of empowering employees, and the use of technology in creating seamless B2B interactions. Dive into this episode for a deeper understanding of how to revolutionize customer experience in your business. If you enjoyed this episode, please be sure to rate our show on Spotify and Apple Podcasts. Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1  Imagine running your business with a trusted advisor who has your success top of mind. That’s what it’s like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth.Learn more about what’s possible on the Salesforce success plan website: http://sfdc.co/SalesforceCustomerSuccess (00:00) Introduction to Sam Wegman and Univar Solutions(01:09) Sam's Journey in Customer Experience(03:41) The 'We Are All CX' Mantra and Its Impact(06:27) The Basics of Successful Customer Experience in B2B(10:11) Servicing Diverse Customer Segments(13:38) Leveraging Technology for Enhanced CX(18:56) Handling Customer Feedback and Detractors(21:01) Cultivating Cross-Functional Collaboration(24:36) Cultivating a Customer-Centric Culture(30:30) Business Impact of CX Initiatives(34:18) Predictive Analytics and AI in CX(37:38) Advice for CX Leaders –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.