B2B Online Chicago 2020

August 05 - 06, 2020

Chicago Marriott Downtown

Matt Wingham, Director, eCommerce, Medical Products and Services at Cardinal Health
Cardinal Health Logo

Matt Wingham

Director, eCommerce, Medical Products and Services
Cardinal Health

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

Download The Latest Agenda

Day One: Growing and Innovating Digitally

Monday, April 20th, 2020

4:40 PM Lightning Round Panel: Capturing and Actioning Customer Feedback: Evaluating New Ways to Capture And Use the Voice of the Customer

Collecting customer feedback to make improvements is a central pillar in CX. Customer insights can help you create a 360 degree view of the customer to improve your communication and service. Panelists will discuss what voice of the customer means in a B2B environment and how to capture insights, including:

  • Discussing effective methods to collect customer feedback 
  • Survey best practices that generate higher conversion rates
  • Understanding the best metrics to use to get an accurate measurement of your site performance
  • Applying customer insights and feedback to inform  your overall digital strategy

Day Two: Optimizing The Customer Journey Online & Offline

Tuesday, April 21st, 2020

3:10 PM Panel Discussion: Keeping Them Coming Back: Retaining Customers Long Term

You know your customers are buying elsewhere. The rise of eCommerce and marketplaces have provided more options than ever before to easily make purchases, and customer retention has become a top priority as B2B businesses work to retain market share. Panelists will discussed tried and tested strategies to deliver value to the customer and prevent them from leaving, including:

  • Engaging and re-engaging customers across the full-lifecycle for a 360 view of the customer
  • Providing a seamless purchasing experience: understanding what customers need to serve their business needs and have a frictionless transaction
  • Connecting CX to analytics to anticipate customer needs
  • Linking CRM to marketing automation to facilitate customer communication post-purchase
  • Identifying methods to overcome the hurdles of having one-time buyers and increasing your retention rates
  • Modernizing the post-sale experience, looking at mimicking B2C buyer expectations