What is the Customer Experience?

In the latest edition of the Champions of Growth podcast, we explore the customer experience (CX). For CMOs, the customer experience seems pretty straightforward: Make sure consumers have an easy time engaging with the brand, from the in-store experience to call centers to return policies. But it's a lot more challenging than it sounds, as CMOs continue to struggle with how to calculate CX returns. How do marketers change the tune — and convince C-level executives there's real value in delivering a differentiated customer experience?

Matthew Schwartz, host of the ANA Champions of Growth podcast, is joined by Jon Picoult, founder and principal of Watermark Consulting, which specializes in customer experience, and Nate Henderson, CEO of Bilt, which provides 3D interactive instructions for a range of products, to discuss the customer experience and where the pendulum is swinging.

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