Having a full comprehension of customer experience in a digital world is crucial to revenue growth today. This motion requires not only active market listening, but communicating actionable insights across product, service, and channels — all while reducing friction in a virtual environment.

Joining us today is Tish Falco, veteran CX strategist and thought leader in tech and subscription-based services. Tish shares valuable guidance on:

• Defining CX vision and design from end to end
• Channel optimization protecting the revenue stream
• Brightening the future of digital CX

Although many sales leaders have had to adjust to this new world since March, global companies have had to acclimate since January. With every challenge that came with reorganizing a regional market, also provided the chance to accelerate a very crucial digital transformation.

As an early adapter to this new normal, Deb Walton, Chief Revenue Officer at Refinitv, saw the opportunity to interact with customers and employees like never before. On today’s show, Deb joins us to discuss how the changes she had made out of necessity have quickly proven to be more effective and have established permanence for years to come.

At the beginning of stay-at-home orders, maintaining a connection with the customer base was a top priority for CMOs. Marketing teams worked quickly to stand up virtual communities and help customers in an authentic way.

Now, as executives look to the future and aftermath of the pandemic, continuing to invest time and resources into their communities remains an integral part of making their number — not doing so could create a costly disconnect and breed mistrust.

On today's show, SBI community expert and Executive Consultant Laura Hall shares how to continue strong community engagement and why this continuity is important.