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How to unify customer service & marketing for winning CX

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According to the 2020 Customer Experience Benchmark report, 54% of organisations state that their customer experience operations are managed in silos. Only 33% of customer experience professionals say they can actively communicate and collaborate across teams to drive improved CX.

With the estimated cost of customers switching due to a poor service experience said to be more than £200 billion (in the UK alone), the need to break down these silos for the benefit of CX has never been greater.

Two key departments that can collaborate better are marketing and customer service, and in this virtual roundtable discussion we’ll be looking at the myriad ways of achieving this, and the benefits to businesses of doing so.


  • Why it’s been historically so hard to break the silos between service and marketing in major organisations
  • The invaluable insights and feedback that service staff are able to provide marketing teams to improve their customer understanding
  • The indisputable benefits to CX that arise from improved customer service and marketing collaboration
  • Tips to help leaders better achieve unification between their organisation’s service and marketing functions

Guest Speakers

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