Brad Christian, Chief Customer Officer at Conversity, joins us to discuss the common mistakes organizations make along their digital journey and how to combat them.

Nearly 1 year ago, the economy had come to an abrupt halt as many organizations waited to be ushered into a “new normal.” Now, companies worldwide have adapted to new digital capabilities to operate better than ever before, but many still struggle to replicate a personalized customer experience online.


On today’s show, Brad Christian, Chief Customer Officer at Conversity, joins us to discuss how they have helped companies connect with customers in a virtual world while maintaining the personalization of in-person experiences.


Click here for the full podcast version of this interview.


Managing Common Customer Pitfalls During Your Digital Evolution


  1. Brad’s experience during his first 90 days as Chief Customer Officer during a pandemic. minute 3:15
  2. How Conversity helps companies connect with customers as part of their digital evolution. minute 6:11
  3. Why many companies were late to evolve in 2020. minute 8:08
  4. Insights for your continued digital journey. minute 10:48


Skip to minute 14:50 to hear Brad discuss the biggest mistake that companies can make regarding their digital evolution:



“Brands need to be really concerned about how our value system is shifting during the course of this pandemic. And we don’t believe that it’s going to revert back to normal. We actually think these are all going to be real meaningful things that you’ve got to think about. So I guess when you say, “What are the pitfalls?” Thinking that we’re going to get back to normal, thinking that there’s this new normal that we’re going to get to, well, maybe new normal is the right way to call it. But we’re not going to see 2019 again. Everything has fundamentally changed, and trying to be thoughtful about how to embrace that change and lean into it. I think it’s where brands need to really focus.”



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Matt Sharrers

Leads the firm's focus on the CEO’s role in accelerating revenue growth by embracing emerging best practices to grow revenue faster than the industry and competitors. 

Matt Sharrers is the CEO of SBI, a management consulting firm specialized in sales and marketing that is dedicated to helping you Make Your Number. Forbes recognizes SBI as one of The Best Management Consulting Firms in 2017.


Over the course of nearly a decade at SBI, Matt Sharrers was an instrumental early partner guiding SBI as the Senior Partner. Matt’s functional responsibilities included acting as the head of sales where he led SBI’s double-digit revenue growth, and was responsible for the hiring function to build SBI’s team of revenue generation experts.


Prior to joining SBI in 2009, Matt spent eleven years leading sales and marketing teams as a Vice President of Sales. Matt has “lived in the field.” As a result, he is the foremost expert in the art of separating fact from fiction as it relates to revenue growth best practices. CEOs and Private equity investors turn to Matt’s team at SBI when they need to unlock trapped growth inside of their companies.



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