The Role of Customer Experience in Today’s Digital Era

In this virtual fireside chat, PROS Executive Vice President and Chief Customer Officer, John Allessio, speaks with renowned customer service expert, Shep Hyken, on how to build a company around the lifestyle and needs of customers to enable smarter selling in the digital economy. The two discuss the role customer experience plays in the buying experience, and how it can be leveraged as a differentiator in today’s market. John and Shep exchange observations on how buyer preferences have rapidly shifted as a result of COVID-19, supported by data from the COVID-19 B2B Buyer Trends Report, and why time-to-value is critical in delivering highly personalized product and pricing recommendations to customers. John and Shep end their conversation with agreeing that, no matter what, it’s all about the success of the customer.