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Dow, a leader in materials science, faced a significant challenge in enhancing its customer experience (CX) within the B2B sector. Recognizing the declining quality of CX in the U.S. and the potential link between superior CX and revenue growth, Dow's executive leadership, led by Chief Commercial Officer Dan Futter, sought to unify their customer experience efforts across various business, functional, and regional teams. The goal was to create a cohesive approach that would not only improve customer satisfaction but also drive business success. To address these challenges, Dow partnered with Ernst & Young (EY) to develop a comprehensive customer experience program. This initiative involved conducting relationship surveys and customer journey mapping sessions to gain insights into customer interactions from lead generation to product usage. By shifting from merely collecting feedback to actively listening to customers, Dow was able to identify critical touchpoints that significantly influenced customer satisfaction. This data-driven approach allowed Dow to redesign workflows to better align with customer needs, fostering a unified "one Dow" experience. The results of this tailored solution were remarkable. Between 2018 and 2023, Dow's Customer Experience Index score increased by 30%, which correlated with a double-digit reduction in complaint frequency and time to resolve complaints. Additionally, the company experienced a tenfold increase in business leads generated through digital channels and achieved record levels of employee retention. Dow also successfully balanced competing operational needs, managing to lower inventory volumes while simultaneously improving product availability and customer satisfaction by double digits. Furthermore, Dow's commitment to enhancing customer experience earned them five accolades at the 2023 US Customer Experience Awards™, including the overall top-scoring entry. The collaboration with EY not only transformed Dow's internal processes but also positioned them as a leader in customer experience within the advanced manufacturing sector. Moving forward, Dow and EY are working to extend this CX methodology to other manufacturing companies, aiming to establish benchmarks for measuring customer experience and demonstrating its impact on shareholder returns.