Contributor Parna Sarkar-Basu chats with Panviva CMO Steve Pappas about customer experience
As a marketing professional, I am obsessed with learning about new trends and technologies. I frequently speak with my peers, entrepreneurs and analysts about their business successes, market shifts and lessons learned from initiatives that may not have gone as planned.
I recently read a Gartner study that said more than two-thirds of companies compete mostly on the basis of customer experience, and that in two years, 81% expect to compete mostly or completely on the basis of CX. These are not surprising stats. As a digital consumer, I buy only from companies with superb customer service.
I turned to CX expert Steve Pappas to help me understand how companies can engage with customers in today’s digital world where everyone expects real-time service and detests having to answer the same questions for multiple representatives. In addition to being the CMO of software company Panviva, Steve has built and sold six companies. His mantra is the customer is at the center of the universe.