B2B CX at Scale: Inside the World’s Largest Logistics Real Estate Network

Prologis, the world's largest industrial real estate owner, handles almost three percent of the global economy through its massive operations. But what does it actually take to transform this core business—the "four walls and a roof"—into a strategic, customer-centric service that looks years ahead?

This week on The Modern Customer Podcast, Scott Marshall, Chief Customer Officer at Prologis, shares how his team has redefined customer experience in the B2B industrial world. He details the strategies used to manage 6,700 global customers and how Prologis has evolved to become a crucial consultant helping clients navigate complex supply chain disruptions.

Highlights from the conversation:

• Strategic CX Operations: The pivotal shift from property maintenance to the "REX Manager" role, ensuring the service model prioritizes customer success and service recovery.
• Future-Proofing with AI: Learn how Prologis uses machine learning to synthesize customer sentiment and gain the intelligence needed to plan for 2027 and beyond.
• The 80% Rule: Scott’s unconventional leadership hack: why he deliberately over-indexes 70-80% of his time on customer-facing initiatives to drive revenue.
• Managing Crises: How to calm the storm during a "poly-crisis" (geopolitical issues, disasters, etc.) by maintaining exceptional responsiveness and strategic counsel.

🎧 Listen now: Learn the strategy to drive business impact!

Stream now on Apple Podcasts, Spotify or your favorite podcast platform.

Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Don't miss her new book, "The Eight Laws of Customer-Focused Leadership." To learn more visit www.8CXLaws.com.

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