Season 10: Episode 3 Customer Experience Isn't a Programme. It's an Operating System.

So Mikael, just starting with you, if you could tell us a little bit about Young Heinrich and the purpose of customer experience in the world of B2B.

And if you could just tell us what is the role of customer experience in the business? And you said you were moving away from just focusing on products to focusing on the more holistic experience.

Yeah, it's very, very basic considerations.

And I would say like the market is increasingly more competitive, really way more since some years now.

We end the business in more than 70 years.

And I would say the past 10 years have been way more challenging.

So integrating way more the customers in our approach, in what we are doing consistently, is really something which will...

I don't want to save us, but which will really enable us to take a leadership position.

The market is super competitive and our customers also are way more demanding, which is in one hand normal because we are in the B2B industry.

So we are dealing with business, but we are also dealing with humans.

We are dealing with individuals.

And those individuals are also having their own experiences in their private life.

And more and more, we see that we are, as a B2B company, still being compared.

What does Amazon do? in terms of notification, in terms of transparency, in terms of communication of how fast they are.

Why aren't we that fast? Why aren't we that good? So this comparison is really growing and we feel it.

So definitely B2C is definitely ahead of us in terms of CX.

But B2B sector is step by step catching up with that.

And that's really the real why of our six program, a competitive market and demanding customers, but in a good way, in a good way, right? For the positive.

Yeah, definitely.

And what really differentiates market leaders, do you think, in terms of B2B? What are customers looking for in that B2B space now?

I think now definitely they are looking for reliable products.

So this is what we are offering, but this is also what our competitors are offering.

So we don't really make a differentiation anymore on this topic.

What makes a big difference, and we can see it also in the results we are receiving from our customers in the questionnaire results, is the relationship we build.

And the good chance we have, or the good opportunity, is that we build the relationship over the years, and we need to continue building on that.