Era of Your Customer: Who’s Minding Their Journey and Experience?

February 16, 2021
Hosted by Bonnie D. Graham

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Episode Description

The buzz: “Great customer experience is a major competitive advantage that drives new sales—and it’s predicted to overtake price and product as the primary brand differentiator for B2B sales by 2020… 33% of customers will consider switching brands after just one poor experience.” (getfeedback.com) The customer journey – mostly online without a salesperson – has become a major puzzle for marketers to analyze. From brand awareness to customer advocacy, each customer’s experience is unique, compounding the challenges. You need to build each step of your touchpoints – whatever the route – toward the goal of a sale. The big questions: Who is responsible for the customer experience – Marketing, Sales or Customer Success – or all? In 2021, how is the customer journey map evolving and impacting customer experience? We’ll ask Tribal Impact’s Vanessa Baker, eConsultancy’s Stefan Tornquist, SAP’s Nicky Elsner for their take on Era of Your Customer: Who’s Minding Their Journey and Experience?

Changing the Game with Digital Engagement, Presented by SAP

Changing the Game with Digital Engagement, Presented by SAP

Tuesday at 7 AM Pacific Time/10 AM Eastern Time on VoiceAmerica Business Channel

Game-changing technology strategies are transformational, exciting and disruptive for a reason. They shake up your status quo. They get you thinking about new ways to scale, compete and grow. They move you in amazing new directions.

Join host Bonnie D. Graham as she invites you to take an additional Coffee Break with Game-Changers for our special series on Digital Engagement. We’ll explore the fundamental changes that digital transformation is having on the marketing and sales professions. Our panelists will discuss the implications on the buyer journey, how Digital Engagement impacts an organization in terms of alignment, accountability, and business outcomes, as well as how Digital Engagement changes the dynamic between buyer and seller.

Learn how you can become the savvy leader who takes your company across the finish line as you look ahead to the next wave of business innovation. Changing the Game with Digital Engagement, presented by SAP, broadcasts live on the VoiceAmerica Business Channel.

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Bonnie D. Graham

Bonnie D. Graham

Bonnie D. Graham has been producing and hosting live talk radio since 1998. She is the creator, producer and host of the weekly business talk series, “Coffee Break with Game-Changers, presented by SAP” that debuted in Fall 2011, plus more than two dozen related Game-Changers Radio series also heard on the VoiceAmerica Business Channel.

SAP helps companies of all sizes and industries run simple. From back office to boardroom, warehouse to storefront, operations to finance, SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. We do this by extending the availability of software across on-premise installations, cloud and hybrid deployments, and mobile devices.

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