Learning Objectives

Please join the VP of Global Customer Experience & Marketing, and the Chief Customer Officer for Kimberly-Clark Corporations as they discuss the importance of department unity when driving successful customer experiences.

Key Takeaways:

• How do you define Customer Experience (CX) at KCP?


• Why did you start the CX journey at your organization?


• I think many of us would agree that, sometimes, there's been a divide between sales and marketing teams. Why do you think that is? How did you overcome this divide to develop a good, strategic relationship?


• How have you seen customer behavior change during your time as a sales leader and why is experience more important now than ever?


• Given that change in behavior, what is the future of sales? How will the sales professionals role change? What will you need from marketing in order to support those changes?


• What is the future of marketing and what will you need from sales to be successful?


• In your opinion, who should "own" CX in an organization?


• What are some lesson's learned you both could share about your CX journey?


• From your seat, what is one piece of advice you'd give a marketer?