The ECXO aims to bring you expert voices from across Europe, sharing their stories to inform and inspire others facing similar challenges. In this episode we look at how to succeed with B2B CX. With present experience in manufacturing as well as previously companies who sell direct to consumers Irina Mostovaya, Customer Experience Specialist from Finland shares the learnings made operating in B2B CX. In conversation with host Christopher Brooks, also a B2B CX specialist they cover a range of topics such as the different approach needed to gain feedback from customers, the importance of functional partners within the business and how to measure progress and contribution from CX.

As a community committed to the differences CX experiences in Europe compares to other continents, they aklso discuss the importance and relevance of the ECXO creating a sharing platform for CX practitioners across Europe.

In the ‘Experience the Difference’ podcast series from the European Customer Experience Organisation, we bring emerging talent to the spotlight, as well as share views from established thinkers. Recognising the importance of diversity in CX, we share a wide perspective of insights, ideas and new initiatives. In this episode, show host Christopher Brooks, catches up with Measuring Emotional Drivers. Based in Paris, France Anne-Laure is co-founder of emotional driver platform Maia- BE. As a former researcher, Anne-Laure shares how an engagement with a client in the luxury brand market highlighted the limitations of conventional measures of CX which inspired her to develop a solution the client could not only use but take the findings and action. To hear anne-Laure’s journey, the impact Maia-BE is making in the world of CX and how the ECXO is supporting that journey, download the podcast.

Danny Peters is the co-founder and CEO of MilkyMap. He has spent his career rocketing to where he is now with a fundamental truth driving him; customer journey mapping is limited without a management structure to drive insights through to delivered change.

In discussion with EXCO podcast host Christopher Brooks, Danny shares how evolving from a backlog of business directed to customer led only improvements is possible with the right approach to customer journey management. Danny also helps us understand the value a technology solution such as Milkymap, to manage customer journeys through the business.

In conversation Danny also applauds the ECXO for bringing together progressive minds to share and develop new ideas and solutions in CX.