A Framework for Measuring Trust, Value and Real-World Impact

B2B customer experience has become the defining competitive advantage in modern B2B and public-sector services. Expectations have risen, journeys have digitised, and trust has become the new currency of loyalty. The D.R.I.V.E.R.S. Framework translates culture into capability — turning the principles of the A–Z of Customer Experience into seven measurable drivers that define what great looks like today.

This B2B customer experience whitepaper shows leaders how to convert empathy into evidence, and evidence into outcomes that customers actually recognise.
It is a practical, research-backed model for organisations that want not just to serve customers, but to retain, grow and genuinely earn their trust.

Who the The D.R.I.V.E.R.S. of B2B Customer Experience whitepaper is for

The D.R.I.V.E.R.S. B2B Customer Experience Framework is written for senior leaders in B2B, SaaS, public sector and service-based organisations who are responsible for retention, reputation and long-term customer value.
Ideal for Chief Customer Officers, Commercial Directors, Service Directors, Transformation leaders, CX Specialists and any executive seeking a structured, measurable approach to customer success.

What’s inside the B2B customer experience whitepaper

A clear, leadership-ready guide that explains:

• Why trust and simplicity now outperform brand and price
• How customer expectations have converged across sectors
• The seven D.R.I.V.E.R.S. pillars and the research behind each
• How to move from values and surveys to evidence and outcomes
• The ROI & Simplicity Equation
• A complete implementation blueprint
• Case studies showing D.R.I.V.E.R.S. in action
• The leadership qualities required for modern CX excellence

Why this matters now

Customers and citizens no longer compare you to competitors — they compare you to the best experience they’ve had anywhere.
Loyalty is no longer emotional; it is operational. It is earned through reliability, ease, clarity and recovery.

The organisations that excel are those that can prove their performance, not just describe it.
D.R.I.V.E.R.S. gives leaders the structure to audit, benchmark and improve customer experience with precision, linking what customers feel to what organisations measure.

Inside the D.R.I.V.E.R.S. Framework

Delivery — Reliability and the Zero Surprises Standard

Delivery is the foundation of trust. When performance is predictable and transparent, confidence grows. A single failure handled poorly can undo months of goodwill; consistent delivery builds maturity customers can rely on.

Relationships — From Human Contact to Strategic Trust

Products create access, but people create loyalty. Relationships deepen when customers feel known, supported and connected across multiple levels — operational, managerial and executive.

Insight — Turning Data into Foresight

Customers don’t need more reporting; they need meaning. Insight strengthens renewals by showing what’s coming next, not just what’s already happened. Predictive health, telemetry and foresight reviews move organisations from reactive to proactive.

Value — Proving ROI and Realising Outcomes

Customers renew when they can see and quantify the value they receive. Time-to-value, adoption depth and outcome achievement turn experience into a measurable business case.

Ease — Reducing Customer Effort

Ease is the strongest predictor of loyalty. When interactions are simple, predictable and respectful of time, confidence rises and cost-to-serve falls. Ease operationalises empathy.

Recovery — The Service Recovery Paradox

Customers judge credibility by how organisations behave when things go wrong. Fast, fair, transparent recovery can create stronger loyalty than a flawless service week.

Strategic Partnership — Shared Ambition and Co-Created Growth

Maturity peaks when organisations plan, innovate and succeed alongside their customers. Co-creation, advisory boards and joint objectives move relationships from transactional to transformative.

The ROI & Simplicity Equation

The whitepaper introduces a practical model linking simplicity to measurable value:

Lower Effort × Faster Time-to-Value =
Higher Retention + Lower Cost-to-Serve + Greater Trust

This equation explains why the best CX organisations grow faster, earn more advocacy, and maintain stronger financial resilience.

How to implement D.R.I.V.E.R.S.

A three-phase implementation blueprint shows leaders how to:

• Audit and align teams around the seven pillars
• Pilot improvements to prove early value
• Embed CX into governance through rhythm, metrics and accountability
• Build a long-term Value Realisation system
• Align CX to Oak’s GROWTH Governance Framework
• Turn data into narrative through Value Snapshots and heatmaps

This is where CX becomes operational, measurable and sustainable.

Key questions leaders should ask

• Where are we creating friction without realising it?
• What would our customers recognise as evidence we’ve improved?
• Do our metrics reflect what matters to customers — or what matters to us?
• Which D.R.I.V.E.R.S. pillar would transform our experience fastest?
• How do we turn quick wins into long-term discipline?

About the author

Mark Conway is the founder of Oak Consult and the creator of the D.R.I.V.E.R.S. Framework, Customer Spectacles, GROWTH Governance and the SUCCESS Framework. He works with B2B, SaaS and public-sector organisations to build trust, strengthen relationships and design systems that deliver measurable customer outcomes.