Ken Sauers, VP of Pricing and Business Integration at Essendant and Mihir Kittur, Chief Commercial Officer at Ugam delivered a keynote at B2B Online 2018.
This video describes Essendant’s journey in improving customer experience:
- Essendant had migrated customers to a sophisticated platform to improve experience.
- However, they failed to deliver some key customer expectations.
- Learn how they leveraged data and analytics to provision alternates.
- This in turn caused a dramatic improvement in their NPS and positive feedback from customers.