The future of customer experience involves more efficient and targeted sales enabled by technology while high-value interactions will still need human expertise. Here are 10 things organizations must do to survive seismic shifts in customer expectations.

In this episode we discuss:

• How do Sales & Marketing, Customer Experience and Customer Relationship Management relate to each other in the modern enterprise?
• How do traditional companies deliver on customer experience and how is that different from digital companies?
• What role does technology play in managing the customer?
• What is the future of push vs pull marketing and sales?
• What does the future of customer experience look like?

10 Takeaways:

1. Customer experience requires collaboration between all customer-facing functions like sales, marketing, service. Silos create disjointed journeys. 
2. Sales messaging must have consistency across mediums and client interactions to avoid brand dilution. Digital tools help enable this.
3. Balance personalized sales interactions with standardized core messaging. Adapt language but not meaning.
4. Marketing automation will reduce but not eliminate the need for human sales concierges, especially for complex B2B sales.
5. Leverage data and automation to enhance interactions, but allow for human connection. Poorly executed automation frustrates customers. 
6. Improve collaboration between sales, marketing, product teams to align messaging and meet customer expectations
7. Shift to smaller, specialized sales teams focused on individual products rather than large teams selling wide portfolios
8. Make sales more efficient, move away from high-volume cold calls, focus on responding to buying signals
9. Leverage technology like bots for automating repetitive sales tasks, but high-value sales need human interaction
10. Transition knowledge, expertise and marketing from print/analog to digital channels you control, like your website