8December 2022Transforming the Customer Experience in a B2B environment­Phase 1: Discovery and AssessmentBy Josh Peacher, Vice President North America Customer Service, MCC LabelIN MY OPINIONAn increasing number of B2B organizations have begun to prioritize CX over the last few years. Customer intimacy and engagement are now getting the attention of the C-Suite in ways we have never seen before. Josh PeacherWith this new emphasis on CX as a discipline, there is an opportunity for CX professionals to transform the way their organizations do business. This can be a daunting task at the outset. It's often difficult to know where to begin and how. The first step in charting any course is to understand where you are and where you want to go. Too many CX professionals fall into the trap of merely focusing on the latter. The bright shiny future state vision. However, it's impossible to get there if you don't understand the current state of your organization and its overall CX Maturity. All lines have two points. In the first 90 days of a new CX journey, the focus should be on discovery and assessment. The goal during this period is not to make a series of hasty sweeping changes to get to the future state as fast as possible but rather to listen, observe, and document. A successful discovery period achieves an understanding of five core elements: 1) Current and Past Experience of the Customer: This is number one on the list for a reason­there is nothing more important to a CX
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