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How to Operationalize Marketing-Led CX for Marketers at Every Maturity Stage

December 15, 2020

Via: CMSWire

I’m passionate about the marketing-led customer experience (MLCX) and have written extensively about why now is the time for marketers to lead CX. Marketers own more of the customer journey, invest more heavily in technology, and have a deeper understanding of the customer than any other business unit, and this has given them the wherewithal to elevate and orchestrate CX throughout the entire B2B organization.

But while MLCX is a powerful movement, it isn’t always easy for marketers to translate it into reality. When the destination is this ambitious, it can be hard to know where to begin.

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