By investing in an engaged workforce, service leaders give agents the ability to be more creative, present, and honestly, themselves.

Operational efficiency is still important, but #workforcemanagement will give teams newfound space for engagement.

https://www.cio.com/article/100000760/only-engaged-service-teams-can-deliver-next-level-customer-loyalty-in-an-era-of-uncertainty.html

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Brian Solis

Global Innovation Evangelist, Salesforce

The New Role of Marketing in CX
April 21, 2021
4:00 – 4:45 p.m.

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Who owns the Customer Experience (CX) in a post-COVID, Novel Economy? Leading digital anthropologist, digital marketing pioneer and best-selling author Brian Solis believes that the new role of marketing is to define and shape customer experiences – beyond the top of the funnel and throughout the entire customer journey. Brian will share his latest research on CX and its new trajectory as a result of the pandemic. He’ll also explore how marketing can take the lead to unify the organization around the customer’s experience and the future of business growth.