B2B Online Chicago 2020

April 20 - 22, 2020

Chicago Marriott Downtown

Guillaume Deudon, Director, Digital Marketplace Centers and CX Services at The Dow Chemical Company
The Dow Chemical Company Logo

Guillaume Deudon


Director, Digital Marketplace Centers and CX Services
The Dow Chemical Company

Check out the incredible speaker line-up to see who will be joining Guillaume.

Download The Latest Agenda

Day One: Growing and Innovating Digitally

Monday, April 20th, 2020


2:05 PM Case Study: Getting More Efficient About Customer Experience Management to Increase Customer Satisfaction and Loyalty

For the last three years, Dow Chemical has been on a journey to be the most customer centric material science company. The approach is both top down and enterprise wide, with CX being embedded in every functional area of the business. Guillaume Deudon, Director, CX Services  and  Digital Marketplace Centers and will share key successes from Dow’s customer experience transformation, including:

  • Driving awareness across business units and functions to understand how decisions impact the customer
  • Developing frameworks and metrics to guide the various stages of CX transformation
  • Engaging customers to transform specific touchpoints of their journey and scaling across other areas
  • Capturing customer feedback as you continually make enhancements and improvements