Customer Experience and Marketing (DRAFT)

Customer Experience & Marketing brings together professionals across marketing, sales, product, service, and experience design who recognize that meaningful customer outcomes, which also create value for the organization, are never created in isolation. This focus area connects the disciplines responsible for attracting, serving, and retaining customers—creating a shared space to align strategy, execution, and learning across the entire customer lifecycle.

Through peer groups and special interest communities—including Lead Generation & Sales, Product Management, and more—members collaborate on the real-world challenges of strategically breaking down silos, translating insight into action, and delivering experiences that are both effective and human-centered. Together, these communities function as one supportive network, helping organizations move from disconnected efforts to cohesive, customer-driven systems.

This focus area is for:

• Leaders and practitioners responsible for shaping how customers discover, engage with, and experience products, services, and brands
• Cross-functional teams seeking stronger alignment between marketing, sales, product, service, and experience strategy
• Organizations looking to improve customer outcomes by connecting insight, operations, and execution across the full customer journey