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Sales, marketing, and customer success have spent the last decade trying to streamline processes and create repeatable and scalable solutions, but for who?
The race to automate the customer experience has primarily been for the benefit of internal teams. This has caused a steep decline in the customer experience. It's time to flip the script. Organizations need to create customer experiences that are focused on just that, the customer.
This means sometimes doing things that aren't scalable.
Join Casey Graham (CEO at Gravy) and Mark Kilens (VP of Content and Community at Drift) for a discussion on how organizations should use more human to human interaction to put the customer at the center of the customer experience.
Prior to launching Gravy, Casey is known for founding The Rocket Company, an organization that helped church leaders scale their financial leadership and fundraising. The company grew quickly from 2008 - 2015 and was on the Inc 5000 list three years in a row. In late 2015, a capital venture group approached Casey to acquire The Rocket Company, and in February 2016 the company sold.
Mark Kilens leads content and community at Drift. His team teaches people how to transform how businesses buy from businesses with conversational marketing & sales. He previously was VP and founder of HubSpot Academy. He built the HubSpot Academy from the ground up, and in doing so, has educated millions of people and created a best-in-class hub of marketing and sales education.
