The focus of today's episode with James Gilbert is customer experience (CX). James is a three-time CMO and the current CMO of RedRoute, an automated customer service voice assistant. According to James, a single bad customer experience can have a bigger business impact than the biggest deal of the year, therefore it's vital to create an impeccable customer experience for everyone who comes across your brand.

0:00 Intro
1:03 Conversation with James
1:55 RedRoute
4:30 Company culture and onboarding
9:00 Instagram to humanize brand
11:06 Customer experience (CX)
14:16 Three perspectives
16:54 Qualities of good vendors
21:24 Wow moments
25:42 Impact of negative experiences
28:35 Should marketing own CX
31:25 Get connected
32:28 Outro

Are you Designing CX for Marketing or for Your Customers?

Are You Designing CX for Marketing or for Your Customers? with James Gilbert, CMO at RedRoute