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

December 9, 2019
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

November 12, 2019
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

November 4, 2019
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

October 28, 2019
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...

Impactful CMOs Develop Customer Experience Charters Instead of Agonizing over Renewal Rates

September 17, 2019
Quick—why do top sales reps make big bucks? It’s because they make it easy for their prospects to buy and to feel good about buying. They personally differentiate their company and solutions at the crucial moment someone prepares to take...

Capturing the True Meaning of Customer Experience

September 8, 2019
Brad Christian, Chief Customer Officer of Market Force, joins us to share the true meaning of customer experience. Brad and his team at Market Force have become masters of customer experience and have shared some of the best-practices that impact...

Customer Experience Interlock Tool

August 13, 2019
Download the Customer Experience Interlock Tool. Key Benefits: Successful interlock of various initiatives is vital to a Customer Experience Transformation. This tool helps the Executive Team align their functions and teams to successfully drive change. Fill out the form below to...

How Customer Experience Impacts Financial Performance

August 7, 2019
Many customer-oriented initiatives come with a significant price tag, and customer success leaders question their ROI. Brad Christian, Chief Customer Officer of Market Force, joins us to discuss the impact that customer experience has on a company’s financial performance. In the...

Creating Elevated Moments – Customer Experience Lessons from the World’s Best Restaurant

July 17, 2019
B2B companies are waking up to the fact that to grow faster than their competitors, they need to differentiate their customer experience. Taking another lesson from outside of our industry, today we will examine how CX design elevated a restaurant...

Executing a World-Class Customer Experience

May 10, 2019
In a previous article, SBI explained the importance of CMOs taking ownership of the Customer Life Cycle. If you already agree with its importance, your next two questions are likely: “What does great look like?” “How do I deliver it?” While there are...
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