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Today I had the honor of closing out @HubSpot #CXSpotlight. It was a great day hearing from remarkable female leaders on customer experience. Here are the top takeaways from my talk on the art and science of CX (short 🧵):
We are in the age of the customer. Whether you win or lose in 2021+ depends on your customer experience. We're already seeing winners and losers in every industry across B2B and B2C. CX is a genuine differentiator...but not everyone is doing it well. 
In the age of the customer, buyers have *WAY* more power than sellers. They can actually shape the way we do business. Our customers have a totally different set of expectations of the companies they work with. So the question is, how do you delight them?
