So where did you come into this process and like the tee up the case study and the story here?

Right.

So Ben actually with his program has won at least one award, and you know how we in customer experience at Forrester are always looking to answer specific questions, and one of the big questions that we get from CX leaders a lot is: How can a CX team be successful in an organization that's really account led? That you have a few big accounts, and Ben, this is the thing, right? You don't have millions of customers.

Maybe you have many, many users, but you have accounts that you serve, but they're not all that many, right? There's really, really big contracts that you have, and you have an, a team that services these accounts.

So how can a customer experience leader influence such a situation? Was a question that I got asked of and that I was also very curious about, and then I saw the award win from Ben with the Fujitsu team, and I was like, "This is so interesting." So we started talking, and as I had hoped, there was a lot of interesting detail.

So we decided to do a case study on this topic, and Ben graciously [laughs] agreed to work with us on that as- together with the team, with his boss, Avril, that he mentioned, and, and some others of the, of the customer experience team.

So that's how this whole thing came about, was just curiosity [laughs] on my part because this seems like a really interesting angle to customer experience in B2B.

Yeah.