Once, customer experience meant different things, depending on whether a company served other businesses or consumers directly. Those days are over. Today's customers have high expectations, zero obligation to remain loyal, and all of the options in the world.

The market is saturated with technology, thousands of similar tools, and it's becoming harder to differentiate yourself with technology alone. Tech is table stakes, so brands that invest in their frontline people—providing the tools and training necessary to deliver faster, more personalized support—will win over the competition. This article explores how modern organizations can elevate Customer Support from within, a process that starts with Sales, Marketing, and Support coming together and working as one.

In this Heavybit Speaker Series, we were thrilled to host David Skok, Partner at Matrix Partners. David discusses why most companies end up building vendor centric sales processes that don’t work. He outlines a step by step approach for creating a buyer centric funnel centered around “getting inside your customers head” and identifying key “triggers” and “wow moments”.