Critical moments that define a successful B2B relationship are increasingly less about price and much more about the customer experience. Every relationship will have 100’s of moments – but we are concerned with the vital few that make the difference between success and failure.

KPMG Nunwood’s Customer Experience Excellence Centre recently undertook a research study examining some 60 businesses and surveying some 3,000 members of decision making units (DMU) across the UK and the US.

In this exclusive webinar, we examine:

• The moments that matter in a B2B experience
• Which sector is leading the B2B experience
• The Six Pillars of customer experience and the decision making unit
• The emerging phenomenon of “consumerisation” as the cycle of rapidly escalating consumer expectations spills over into the B2B world
• The role of the relationship manager
• The steps to take to transform your B2B experience

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