In every organization, marketing plays an important role in defining, socializing and managing the customer experience (CX). However, the relationship between the customer experience and the marketing teams is often disconnected.
This disconnect can be particularly harmful, as Forrester’s research shows that today’s consumers do not differentiate between the brand experience and the customer experience. Therefore, CX and marketing teams need to work together to develop a unified vision and align resources to connect the brand promise with the customer experience.
Following are five different unity points where customer experience and marketing teams can come together to achieve business results.