In this segment, Brad Christian, Chief Customer Officer of Market Force, explains why a third-party perspective plays an important role in your CX program that an internal team cannot replace.
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 using a third party is not only more effective but typically more cost-effective.

 

Click here for the podcast version of the full interview.

 

Third-Party Perspectives on Customer Experience

 

  • How to gain a competitive edge by looking outside your industry minute 4:35

     

  • Why third-party data insights almost always surprise seasoned executives  minute 6:03

     

  • What are those who are winning in customer experience doing differently? minute 8:19

     

See more of Brad’s interviews here:

 

Capturing the True Meaning of Customer Experience

 

How Customer Experience Impacts Financial Performance

 

Explore our Customer Experience insights, or connect with an expert to learn more about developing a world-class CX design.

 

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.

 

 

Read full bio >