Why Customer-Centric Champions Brenntag and e& Are Top Picks for Volatile Markets

In a world where customer expectations evolve faster than ever, companies that embed “customer obsession” into their DNA are emerging as the most resilient and profitable. Forrester’s 2025 Customer-Obsessed Enterprise Award winners, Brenntag (BNTR) and e&, exemplify this shift. Their strategies—rooted in data-driven feedback loops, employee empowerment, and proactive customer engagement—are not just competitive advantages but investment-grade moats in volatile markets. Here’s why these firms are primed to deliver superior risk-adjusted returns.

Brenntag: The B2B Benchmark for Agile Customer Obsession

Brenntag, a global chemicals distributor, has redefined B2B customer experience through its CX ambassador program and Agile-driven data analytics. With over 500 employees trained as CX champions, the company ensures every interaction prioritizes customer needs. Its “CX war room” task force tackles systemic pain points with cross-functional urgency, while its Agile transformation—rooted in transparency, empowerment, and continuous improvement—has slashed response times and boosted personalization.

The results? Brenntag’s customer retention rates are 51% higher than peers, per Forrester, and its revenue growth outpaces competitors by 41%. Crucially, its focus on data-driven decision-making (e.g., AI-powered profitability insights) ensures operational efficiency even as input costs rise. This model isn’t just about satisfaction—it’s about turning customer feedback into profit.

e&: The B2C Leader in Proactive Customer Empathy

e&, a UAE-based tech group, has transformed its B2C operations through monthly “Customer Hour” sessions and its “Beyond the Desk” leadership immersion program. By embedding empathy into its culture, e& ensures every touchpoint—from billing to service delivery—is optimized for loyalty. Its AI platform, with over 400 use cases, analyzes real-time feedback to preempt issues, personalize offers, and accelerate resolution times.

The payoff? e&’s customer satisfaction scores rose by 30% in 2024, and its brand strength rating hit AAA. Investors should note: customer-centric firms like e& often outperform during downturns, as loyal clients stick around even as spending tightens.

Why These Models Dominate in Volatile Markets

1. Margin Resilience: Customer-centric firms retain pricing power. Brenntag’s focus on personalized service allows it to charge premiums, while e&’s predictive analytics reduce costly service misfires.
2. Scalable Efficiency: Both companies leverage data to minimize waste. Brenntag’s Agile teams cut operational redundancies, while e&’s AI automates routine tasks, freeing employees to solve complex issues.
3. Validation by Forrester: The award’s rigorous criteria—assessing leadership commitment, strategy alignment, and measurable outcomes—act as a filter for firms with proven execution.

The Bottom Line: Act Now on These Proven Winners

Investors seeking stability in a choppy market should prioritize firms that treat customer obsession as a core competency. Brenntag and e& are two of the few with both the framework and track record to thrive in →
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Their strategies—empowered employees, data-fueled agility, and relentless empathy—create barriers to competition and fuel compounding returns. With Forrester’s data showing such firms outperform non-obsessed peers by 40–50% in key metrics, the case for buying in now is clear.

Act swiftly: The next economic headwind will test investors’ portfolios. Companies like Brenntag and e& won’t just survive—they’ll lead.

Investors: For a deeper dive into customer-obsessed equities, explore BNTR and Emirates Group holdings. Their customer-centric models are the future—don’t miss the ride.