Marketing-Led Customer Experience: The Future of B2B

The B2B customer journey has evolved: Buyers are now seeking out the digital self-serve channels that are built and supported by Marketing. As a result, the marketing organization now has an opportunity to create a new approach to customer experience (CX).

Traditional CX is fragmented across business silos, but Marketing-led CX consolidates the experience so it can benefit from greater consistency, new customer-facing technologies, and the leadership of marketers—who understand the customer mindset best.

Join us to learn:

  • Three reasons Marketing will own B2B CX in future
  • The proven impact of enhanced CX on key business success metrics
  • How to lead a Marketing-led CX initiative in your organization


Rhoan Morgan

Rhoan Morgan is a co-founder and the CEO of DemandLab, an agency she launched in 2009 in response to the disruptive impact of technology in marketing. She is the co-author of Change Agents: The Radical Role of Tomorrow's CMO and host of the Revenue Rebels podcast.

Stuart Gilchriest

Stuart Gilchriest leads VOC and CX streams for the Hertz Corporation and was part of the team that earned Hertz' first JD Power Customer Satisfaction win in 16 years, in 2019. He is also a Certified Customer Experience Professional. Stuart started his career in the hospitality industry in his native England and now lives in Naples, Florida with his wife Mayra, son Nicolas and dog Chewy.


Sponsored by DemandLab
DemandLab is a technology-focused marketing consultancy that accelerates revenue for clients. With solutions designed to scale, DemandLab empowers marketers in every industry to exceed their own expectations, boost the bottom line, and reaffirm their value to the entire organization.
Rate this


  • Date: On-Demand — Access anytime!
  • Length: 45 minutes
  • Presenter: Rhoan Morgan, Stuart Gilchriest
  • Sponsor: DemandLab
  • Topic: Marketing Strategy
  • Price: $0


Already a MarketingProfs subscriber? Sign in to make registration easier.
Already registered? Sign in to continue.


By registering for this Sponsored Webinar, I agree to become a MarketingProfs subscriber (if I'm not one already) and receive editorial and marketing emails. I can change my email preferences at any time on the My Account page or unsubscribe using the link at the bottom of any email.

I've read and agree to all the Terms of Use and understand the Privacy Policy.

Please check the box to continue.