#17 -Simplifying B2B Support while Keeping Customer Intimacy with Jaakko Jutila

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The CX Innovation Playbook

Full Potential Solutions

19 episodes

1 month ago

Welcome to the CX Innovation Playbook—your guide to the people, processes, and tech driving the future of customer experience.

Business

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Welcome to the CX Innovation Playbook—your guide to the people, processes, and tech driving the future of customer experience.

Business

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#17 -Simplifying B2B Support while Keeping Customer Intimacy with Jaakko Jutila

The CX Innovation Playbook

20 minutes 33 seconds

7 months ago

#17 -Simplifying B2B Support while Keeping Customer Intimacy with Jaakko Jutila

In this episode of The CX Innovation Playbook, Amit Basak speaks with Jaakko Jutila, VP of CX at Basware, about building customer intimacy in complex B2B environments. They discuss how to simplify support workflows without losing empathy, how Basware uses AI to boost internal efficiency and identify friction early, and why empowering frontline managers is key to sustainable CX leadership.