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Strategy
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The Makings of a World-Class Customer Experience Program

Customer Experience is no longer just a buzz word that companies can throw around. It has become a megatrend that demands a complete mindset shift in not only executive teams, but it also requires buy-in from the board in order...

Customer Experience Isn’t a Straight Line, It’s a Complex Ecosystem

Customer Experience is more important now more than ever, as lockdown orders remain in place across the country, many companies are being forced to serve customers outside of traditional channels. Customer Experience is no longer a buzzword or the next...

How to Leapfrog Competitors With Your Digital Customer Experience

Having a full comprehension of customer experience in a digital world is crucial to revenue growth today. This motion requires not only active market listening, but communicating actionable insights across product, service, and channels — all while reducing friction in...

4 Ways Inside Sales Can Enhance Customer Experience

Whether you are about to go on a first date or preparing for a discovery call with a prospect – first impressions matter. Regardless if it is from their initial website visit to their first discovery call, the prospects’ experience...

The Secret to Unrivaled Customer Experience Isn’t Technology, It’s People

In an increasingly commoditized marketplace, what are you doing to ensure one of your biggest differentiators is setting you apart from your competitor’s customer experience? Do you have a purposeful end to end strategy for acquiring, onboarding, and training this...

How CMOs Can Increase Revenue by 40% by Leveraging Customer Experience

Historically, discussions about “the customer experience” have been code for “let’s talk about some quick wins to improve our renewal rates before the end of the next quarter.” But more recently, CX has joined product, marketing, and sales as another...

Delivering on Customer Experience—Your Technology Is Only as Good as the Strategy It’s Supporting

For some time now here at SBI, we’ve been describing the measurable benefits of taking a more holistic approach to customer experience. Taking a broader view of your customer’s experience usually requires an expanded line of sight for marketing –...

The Impact of a Third-Party Perspective on Customer Experience

As CEOs and CMOs continue to invest in customer experience programs, many are starting to build internal teams responsible for measuring and improving CX. Brad Christian, Chief Customer Officer of Market Force, challenges this approach. In this interview segment, Brad unpacks why...

How Top B2B Marketing Leaders Deliver the ‘Amazon Effect’ Through Customer Experience

Enhancing the Customer Experience (CX) has long been a strategic objective of B2C companies. Most of us have experienced firsthand how companies like Amazon and Apple have created sustainable competitive advantages. They create this differentiation not only with great products...

How the “Digital First” Failure Has Driven a Revenue-Generating Customer Experience

What Is Digital First? Digital first is a marketing concept created to reach consumers on digital platforms. The intent of digital first was to optimize content through digital channels. It was a response to the demand to reach consumers on the...
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