Lee Kemp

Day 3

9:05 AM Keynote Presentation: From Defense to Offense: Making Customer Experience Your Growth Engine

For too long, B2B digital transformation has been pitched solely as a defensive tactic to cut costs and drive internal efficiency. It is time to flip the script and align your entire executive team around the customer experience as your primary revenue driver. This keynote explores how prioritizing frictionless buyer journeys over internal convenience inevitably leads to massive market expansion and retention.

• Align the entire C-suite around the irrefutable reality that the customer experience is the most important metric for long-term retention.

• Protect your buyers from internal operational chaos by establishing dedicated "hypercare" teams during massive ERP or platform cutovers.

• Shift your organization's mindset to view e-commerce not just as a cheaper way to process orders, but as a tool to unlock completely new buyer demographics.

• Audit every internal process change by asking a single defining question: "Does this actually positively affect the customer?"

B2B Online Atlanta 2026

Day 3

9:05 AM Keynote Presentation: From Defense to Offense: Making Customer Experience Your Growth Engine