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Transforming digital strategies for optimal CX with Christy Marble from Pantheon
Episode summary
In this episode of CX Education, host Heather Garand has a thought-provoking conversation with Christy Marble from Pantheon. They dive into the current state of digital customer experiences and discuss the importance of meeting expectations. Christy highlights the high stakes of the digital landscape, where a single misstep can lead to losing customers.
The discussion goes on to explore personalized marketing. Christy shares insights on how sophisticated personalization strategies can enhance the customer journey and deliver tailored experiences to suit individual needs and interests.
Lastly, the conversation turns to common CX mistakes affecting brands today. Christy identifies the key issues, stressing the need for brands to continuously work on removing friction from customer journeys. She highlights the importance of testing and improving digital experiences to meet consumers evolving needs.
Guest-at-a-glance
💡 Name: Christy Marble
💡What she does: CMO
💡Company: Pantheon
💡Noteworthy: Christy has over 25 years of experience leading data-driven go-to-market strategies that deliver market share, significant revenue growth, and return on investment for B2B, B2C, and B2B2C companies.
💡 Where to find Christy: LinkedIn
Key insights
The high stakes of digital CX
Customers are increasingly picky about when and how they interact with brands. A single misstep can lead to lost engagement. 51% of consumers have stopped interacting with a brand due to a bad customer experience, and 17% have stopped after a poor website experience. This highlights the importance of delivering seamless, responsive, fast digital experiences to retain customer interest and loyalty.
The power and polarization of personalization
Personalization in marketing can be a powerful tool, but it's not universally appreciated. Christy shares that while personalization can enhance the customer journey by delivering experiences tailored to individual needs, it can also be polarizing. 64% of consumers prefer generic communication or are indifferent to personalization, while about a third want personalization. This shows that marketers need to strike a balance in their personalization strategies.
Common CX mistakes affecting brands
Brands need to work on removing friction from the customer experience. Rigidity and a one-size-fits-all strategy are common mistakes - like privacy banners blocking entire screens on mobile devices! Christy highlights the importance of testing and improving digital experiences to make sure they meet consumer needs.
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By SinchEpisode summary
In this episode of CX Education, host Heather Garand has a thought-provoking conversation with Christy Marble from Pantheon. They dive into the current state of digital customer experiences and discuss the importance of meeting expectations. Christy highlights the high stakes of the digital landscape, where a single misstep can lead to losing customers.
The discussion goes on to explore personalized marketing. Christy shares insights on how sophisticated personalization strategies can enhance the customer journey and deliver tailored experiences to suit individual needs and interests.
Lastly, the conversation turns to common CX mistakes affecting brands today. Christy identifies the key issues, stressing the need for brands to continuously work on removing friction from customer journeys. She highlights the importance of testing and improving digital experiences to meet consumers evolving needs.
Guest-at-a-glance
💡 Name: Christy Marble
💡What she does: CMO
💡Company: Pantheon
💡Noteworthy: Christy has over 25 years of experience leading data-driven go-to-market strategies that deliver market share, significant revenue growth, and return on investment for B2B, B2C, and B2B2C companies.
💡 Where to find Christy: LinkedIn
Key insights
The high stakes of digital CX
Customers are increasingly picky about when and how they interact with brands. A single misstep can lead to lost engagement. 51% of consumers have stopped interacting with a brand due to a bad customer experience, and 17% have stopped after a poor website experience. This highlights the importance of delivering seamless, responsive, fast digital experiences to retain customer interest and loyalty.
The power and polarization of personalization
Personalization in marketing can be a powerful tool, but it's not universally appreciated. Christy shares that while personalization can enhance the customer journey by delivering experiences tailored to individual needs, it can also be polarizing. 64% of consumers prefer generic communication or are indifferent to personalization, while about a third want personalization. This shows that marketers need to strike a balance in their personalization strategies.
Common CX mistakes affecting brands
Brands need to work on removing friction from the customer experience. Rigidity and a one-size-fits-all strategy are common mistakes - like privacy banners blocking entire screens on mobile devices! Christy highlights the importance of testing and improving digital experiences to make sure they meet consumer needs.