Tish Falco, veteran CX strategist and thought leader in tech and subscription-based services, joins us to discuss the future of CX.

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 a virtual environment.


Joining us today is Tish Falco, veteran CX strategist and thought leader in tech and subscription-based services. Tish shares valuable guidance on:


  • Defining CX vision and design from end to end
  • Channel optimization protecting the revenue stream
  • Brightening the future of digital CX


Click here for the podcast version of this interview.


Transform Your Customer Experience Heading into 2021


  1. How Tish defines Customer Experience and how others should activate CX design. minute 1:55
  2. Setting a baseline for an efficient CX process. minute 3:44
  3. CX advice for those commercializing during COVID-19. minute 5:49
  4. Applying agile market listening. minute 9:32
  5. Biggest mistakes that occur during the digital cx journey. minute 14:54


Skip to minute 11:19 to hear how the C-suite can transform customer experience design over the next 18 months:


“Say you redesign your website based on that journey and the insights…Base a group of customers to interact with that website and start to observe like an anthropologist, how they’re navigating…a lot of technology is designed sometimes with the human in mind, but once they touch it, you could discover something new…or something new that they want.”


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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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