I have been engaging with Clubhouse, a social networking app where people can chat about shared interests. One of the great things about Clubhouse is you can have exciting debates. For example, one of the recent debates asked the question, is Customer Experience the new marketing? 

We had a guest on a recent podcast, author and keynote speaker Stacy Sherman, to discuss this issue. Sherman is the Director of Customer Experience and employee engagement by day and the founder of DoingCXRight.com by night. Sherman describes the purpose of Doing CX Right as helping people understand how to differentiate their brands through their experiences by making real human connections. 

Sherman and I have different ideas about the relationship between marketing and the Customer Experience team. In my view, I do not think Customer Experience replaces traditional marketing. Sherman thinks it does, by blending in and taking over. Let’s take a closer look at what we mean.

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