Arqiva sought to enhance customer experience by gaining deeper insights into customer needs. B2B International helped by conducting Customer Journey Mapping workshops, in-depth interviews with over 60 senior customers, and surveys with Arqiva’s account managers. This provided account-level insights and identified areas for improvement. The findings led to tailored recommendations, creating customer personas and actionable strategies to enhance customer satisfaction. Arqiva used these insights to refine their customer experience program and commit to ongoing improvements.

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