I am looking forward to a fireside chat at the December meeting of the AMCX (Advanced Manufacturing CX). My esteemed CX colleague, Mark Harrison and I will speak about real-life transformation of customer relationships, and specifically interactions with patients and HCPs, by digitizing parts of the journey.
Originally initiated by Dow, AMCX now comprises 50 CX Leaders from mid- to large B2B manufacturing companies, mainly in North America. Each year, the group benchmarks their comparative performances, looking at customer needs and critical journeys.
In the discussion with Mark, I will share real-life lessons from my professional experience, grounded in my philosophy that digital CX should always be business-driven, not tech-driven, and that trust, not efficiency, is the true driver of loyalty.
