Overview

Research demonstrates the future of sales will move permanently from ‘hard sales’ tactics, becoming less seller centric and more buyer centric, as customer emotion and Human Experience play a vital role. This experience involves every touchpoint a customer has with a brand from analogue to hyper automated, digital-first engagement. Advances in technology now enable greater customer understanding and insight – there is a fantastic opportunity for forward-thinking, progressive chief sales officers (CSO’s) who focus and implement systems to engage the customer anywhere and everywhere with a true multi-channel approach focused on Human Experience. The business-critical nature of delivering consistently high levels of engagement and experience is recognised at board level, with the two most important business challenges identified by CEO’s being around their customer relationships and their people.