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?
There is an art and a science to CX. Art is freewheeling and something you create, and it's unique to your brand. Science is the methodology that help you delight customers at scale. Both are super important and you need to do both well.
Start with art - "customer-first" must live in your company's DNA and that starts with culture. We "SFTC" (Solve for the Customer) in every decision we make. We've also created deep listening posts and feedback loops with customers to live that value.
Our science is our disciplines - aligned teams, aligned strategy, aligned systems, and aligned incentives. These disciplines operationalize the "customer-first" mindset and help drive scale. These slides break down how we approach it at HubSpot.
There is no doubt about it - a focus on customer experience is here to stay. How do you think about delighting customers at your company? (And a big thank you to #CXSwomen for having me on!)
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