{"version":1,"type":"rich","provider_name":"Libsyn","provider_url":"https:\/\/www.libsyn.com","height":90,"width":600,"title":"#71: Client Spotlight - The Value of B2B CX Research","description":"In this episode of the B2B Insights Podcast, Louise Walton-Coy, Research Director at B2B International, speaks with Ryan Davies, Senior Business Transformation Manager for Customer Experience at Rotork, about the evolving role of customer experience, the growing importance of Voice of the Customer programs and how CX research can help organizations make more informed decisions. With nearly two decades of experience across customer experience, Ryan shares his perspective on how CX has evolved from a traditional customer service function into a strategic discipline that spans every customer touchpoint. He also discusses how Rotork uses customer insight to identify improvement opportunities, prioritize action and strengthen customer relationships. Through a combination of transactional and relationship-focused research, Rotork has developed a robust Voice of the Customer program that helps the organization better understand customer needs, benchmark performance and drive meaningful business change. Hear Louise and Ryan discuss the challenges and opportunities facing CX teams today, the importance of turning insight into action and why customer research remains a critical component of any customer-centric strategy. Key discussion points: How customer experience has evolved beyond traditional customer service functions The key differences between B2B and B2C customer experience strategies Why Voice of the Customer research is essential for identifying priorities and driving change The value of benchmarking CX performance against competitors and broader industry standards Looking beyond metrics to understand the reasons behind customer sentiment How Rotork uses CX research to improve customer satisfaction and support business transformation initiatives The importance of storytelling when presenting customer insight to stakeholders Why AI should enhance, rather than replace, the human side of customer experience ","author_name":"B2B Insights Podcast","author_url":"http:\/\/b2binsights.libsyn.com\/website","html":"