Customer Experience (CX) is more than a buzzword – it’s a business imperative. To mark CX Day 2025, we’ve curated our most impactful resources to help you elevate your CX strategy.
Whether you’re just starting out or looking to refine your approach, this toolkit is packed with expert insights, practical guides, and real-world examples to inspire action and drive results.
Dive in and discover what it takes to lead with customer experience in today’s evolving B2B landscape.
The Latest…
🎧 [Podcast] How to Build Effective CX Programs
Join Conor Wilcock and Jennifer Strange on the B2B Insights Podcast as they explore how B2B organizations can better assess and improve customer experience. Learn about the challenges of measuring CX in complex environments and discover practical steps for building impactful CX research programs.
📘 [Guide] Best Practices for Assessing CX in B2B Markets
Our research reveals a major opportunity for B2B companies to enhance their CX. Despite rising expectations, key metrics like NPS and satisfaction remain static. This guide explains how to use market research to effectively support your CX strategy.
📝 [Blog] Rediscovering Customer Needs in the Age of AI
AI and post-pandemic shifts have changed customer expectations – have your insights kept up? Pete Mullarkey, Louise Walton-Coy, and Jennifer Strange explore why deep, human-centered insights matter more than ever, and how to move beyond surface-level metrics.
🎧 [Podcast] Targeting B2B Buyers in 2025
Conor Wilcock and Simi Dhawan discuss the evolving challenges of targeting B2B buyers and how segmentation can help marketers overcome them. Tune in for actionable insights on refining your go-to-market strategy.
❓ [FAQ] What Is a Good B2B NPS Score in 2025?
Wondering how your NPS score stacks up? Marc Brokenbrow breaks down what makes a “good” B2B NPS score, including benchmarks, best-in-class performance, and the influence of cultural bias in survey data.
📘 [Guide] Best Practices for B2B Segmentation
Looking to sharpen your go-to-market strategy? This interactive playbook shows how to build a successful B2B segmentation approach to better understand your customers and deliver more personalized, effective marketing.
The Greatest…
📊 [Research] The 2024 Superpowers Index
Based on over 25,000 brand experiences, this global study by B2B International and dentsu B2B uncovers what drives B2B buying decisions. Discover insights on trust, brand building, thought leadership, and the challenges of scaling ABM.
📝 [Article] Researching and Activating B2B Buyer Personas
Learn how to build buyer personas that go beyond demographics to reflect real decision-makers’ goals and behaviors. This guide offers practical steps, examples, and best practices for embedding personas across teams to enhance CX and personalization.
🎧 [Podcast Series] The CX Masters
In this B2B Insights Podcast series, we speak with CX experts to uncover how leading organizations create superior customer experiences. Each episode dives into strategies that boost loyalty and profitability.
📝 [Article] Customer Journey Mapping in B2B Markets
Explore how to visually map customer interactions to improve CX. This guide covers emotional engagement, key touchpoints, common pitfalls, and best practices for designing journey maps that drive strategic growth.
🎧 [Podcast Series] The CX Practitioners
Hear from CX leaders who’ve transformed their businesses through award-winning programs. Our research directors speak with practitioners to understand how CX is prioritized and embedded into successful business strategies.
