Ryan Hollenbeck, CMO at Verint, joins us to discuss how to make CX programs top of mind for executive leadership and beyond.

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 to thrive.

 

On today’s show, Ryan Hollenbeck, CMO of Verint, joins us to discuss what market-leading companies do differently to prioritize CX programs. In Ryan’s first segment, he shares 3 critical steps to building a world-class customer experience program.

 

Click here for the full podcast version of this interview.

 

Segment 1: Prioritizing CX Programs

 

  1. Defining a CX mindset. minute 5:21
  2. Determining who owns Customer Experience. minute 06:31
  3. Charting your CX program. minute 8:00

     

Skip to minute 8:50 to hear how Ryan structures his CX programs:

 

“You’ve got to have some kind of executive steering committee, which we established right away. You’ve got to have some sort of cross-functional leadership team in play. Then over time, what we developed was what we call a catalyst network. The catalyst network is a group of people that are on the ground… So by having all three levels, if you will, of governance, it really gives you a structured program to carry forward.”

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ABOUT THE AUTHOR

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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