Marilyn Cox will be speaking:

OFFLINE EXPERIENCE TRACK

Scalable Tools for Your CX Program
September 27, 2019
11:20 a.m. – 12:10 p.m.

LUNCH HUDDLE COACH

Topic: Scalable Tools for CX
September 27, 2019
12:10 – 1:30 p.m.

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Scalable Tools for Your CX Program

Marilyn Cox

Vice President of Marketing at Clubessential Holdings, LLC

Learn how to put the customer at the center of the customer experience. Using content and customer engagement technology – like online reviews, community and marketing platforms, and data analytics tools – you can increase opportunity and revenue.

Marilyn will walk through the steps and tools needed to build your customer experience program:

  1. Learn to define and document your customer experience strategy.
  2. Identify the tactical execution steps to audit and identify content gaps.
  3. Understand how to organize and build your CX program with available content and technology.

She’ll also share examples of driveway-to-driveway programs she developed for organizations like The Second City and Golden State Warriors.

About Marilyn Cox

You know the buzzwords: inbound, outbound, content, demand gen, lead gen, martech, social media, account-based, advocacy, customer success, sales enablement and analytics. Marilyn studies it, plans it, executes it, experiments with it and loves it. Through discovery, creation and innovation she’s learned to say, “Yes, And.” Like business, her career is one big improvisational act.

Marilyn leads all aspects of the brand and culture, developing and executing a clearly defined, integrated marketing communications strategy. She’s responsible for planning, organizing, staffing, training and managing all marketing functions to achieve Clubessential’s objectives of growth, awareness, customer success and making work better. She exists to empower sales and support the customer. When not geeking out over industry marketing analytics, Marilyn can be found daydreaming about her unrealized dream as a professional wrestler with the WWE.

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Story vs. Journey: Are Your Case Studies Missing This?

It’s the journey that breathes life into the story. The journey makes it relatable and memorable. The journey provides context.

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The Perfect Customer Experience Should Sometimes Include Customer Controls

When we imagine perfect customer experiences we envision a world where the customer controls the “when, where, what, why, and how”. But the truth is, we the customers don’t always know what will create the best experience for us.

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6 Content Effectiveness Considerations for Companies

Content is a wise investment, I don’t disagree. However, I do have to question whether companies truly evaluate the effectiveness of their content investment. And if budget cuts are required, can these companies identify which content resources, creators, and channels should be eliminated?

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Monetizing the Imperfect Customer Experience; the Cost of a Fist through a Wall

A lot of effort has been focused on defining the perfect customer experience, but let’s talk about what that imperfect experience looks like. Like art, or bad art, you know it when you see it and you react when you experience it.

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Does Your Website Leverage SPACE? Science, Play, Art, Creativity, and Exploration

We all need space … and then sometimes we need SPACE. How do you engage customers in your website development?

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Marketing Technologist Blasphemy; Work Harder Before You Invest Another Dime

The technology will enhance your performance, but in order to see true revenue growth you must commit to smart marketing practices.

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Value is in the Eye of the Beholder; Demonstrating the Value of Your Marketing Technology Investment

In the end, the question to ask is “does the data help you make a decision?”

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