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

The CX Innovation Playbook
03/06/2025 20 min

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

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Episode Synopsis

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.

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