March 26, 2019

Have many B2B companies missed the customer experience revolution?

The customer experience in recent years has become increasingly complex. Despite this, however, a couple of simple things remain true: A business’ ability to retain customers […]
March 23, 2019

Most businesses would be shocked to see the experience they are inflicting on their customers – Interview with David Cancel

Today’s interview is with David Cancel, serial entrepreneur and co-founder & CEO, Drift. He’s also the author of a new book called: Conversational Marketing: How the […]
September 28, 2018

Why B2B sales people need to be concerned about customer experience – Interview with Will Barron

Today’s interview is with Will Barron, host of the very popular Salesman Podcast at But, for a change, this is Will interviewing me for his […]
September 24, 2018

How to achieve the holy grail: True integration of customer service

This is a guest post from Monika Götzmann, the EMEA Marketing Director of Miller Heiman Group. In today’s sales environment, where competing based purely on product […]