Marketing & Customer Experience Trends From A CMO Executive Lens

Marketing & Customer Experience Trends From A CMO Executive Lens

Doing CX Right podcast show on Spotify with host Stacy Sherman
DoingCXRight-Podcast-on-Amazon-with-host-Stacy-Sherman.
Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

What is the role of Marketing in the digital world? How does it relate to customer experience (CX) and creating real brand loyalty? Stacy Sherman interviews Jackie Yeaney, 6x CMO, to bring you answers to these questions and more as Marketing is no longer just about campaigns. It’s about telling stories, building brands, and creating intentional journeys for customers.

Additional topics include the connection between Marketing and CX and whether one can be considered the new version of the other. Also, the ideal organizational design and future trends that brand leaders must plan for to succeed in a high-tech competitive landscape.

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About Jackie Yeaney- Marketing and Customer Experience Leader

Recently EVP of Marketing at Tableau, Jackie Yeaney was responsible for empowering and educating more people about the power of seeing and understanding data. She has more than 20 years of experience as a marketing thought leader navigating the intersection of brand, customer experience, and data analytics.

Jackie started her career as an officer in the US Air Force, and then spent several years as a management consultant at the Boston Consulting Group. She has made a big impact at reputable brands like Delta Air Lines and Red Hat. Jackie holds a B.S. in electrical engineering from Rensselaer Polytechnic Institute and an MBA from the Massachusetts Institute of Technology.

Learn more and follow Jackie at: Twitter and LinkedIn.

About Stacy Sherman: Founder of Doing CX Right®‬

An award-winning certified marketing and customer experience (CX) corporate executive, speaker, author, and podcaster, known for DoingCXRight®. She created a Heart & Science™ framework that accelerates customer loyalty, referrals, and revenue, fueled by engaged employees and customer service representatives. Stacy’s been in the trenches improving experiences as a brand differentiator for 20+ years, working at companies of all sizes and industries, like Liveops, Schindler elevator, Verizon, Martha Steward Craft, AT&T++.   Stacy is on a mission to help people DOING, not just TALKING about CX, so real human connections & happiness exist. Continue reading bio >here.

Differentiating Customer Service vs. Customer Experience and Trends

Differentiating Customer Service vs. Customer Experience and Trends

Doing CX Right podcast show on Spotify with host Stacy Sherman
DoingCXRight-Podcast-on-Amazon-with-host-Stacy-Sherman.
Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

Customer experience & customer service are both important. Yet, they are not the same.

Stacy Sherman and Max Ball, Principal Analyst at Forrester, discuss the differences and leadership best practices so you are doing both right for long-term success.  Additional topics include:

  • Where user experience UX sits within customer experience and customer service and the value of user experience in designing new products and services.
  • Important trends, such as gig CX and chatbot deployment, impacting how people feel about a brand and the likelihood to stay, recommend, etc.
  • Ways to leverage AI, artificial intelligence, to understand the voice of your customer beyond surveys and improve contact center and agent efficiencies.
  • A sampling of AI platforms and solutions that you may want to look into, keeping in mind that this show is vendor agnostic. Also, a case study on the financial benefit of deploying AI and reducing customer friction.
  • Leadership tips and best advice given and received

Listen, learn and pay it forward.

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About Max Ball

Principal Analyst at Forrester. Spent a significant amount of time at a number of great companies, including Genesys Telecommunications, Edify Corporation, and IBM. Max is a strategic thinker who likes rolling up his sleeves and getting things done, a dynamic presenter, and a passionate evangelist. His experiences span across:

13 years of Product Marketing and Product Management experience
4 years of Sales Engineering and Sales Management experience
6 years of Training and Training Management experience
4 years of Professional Services experience

Learn more: Twitter and LinkedIn.

About Stacy Sherman: Founder of Doing CX Right®‬

An award-winning certified marketing and customer experience (CX) corporate executive, speaker, author, and podcaster, known for DoingCXRight®. She created a Heart & Science™ framework that accelerates customer loyalty, referrals, and revenue, fueled by engaged employees and customer service representatives. Stacy’s been in the trenches improving experiences as a brand differentiator for 20+ years, working at companies of all sizes and industries, like Liveops, Schindler elevator, Verizon, Martha Steward Craft, AT&T++.   Stacy is on a mission to help people DOING, not just TALKING about CX, so real human connections & happiness exist. Continue reading bio >here.