Closing The Gap Between Marketing and CX with Katie Martell

Marketing makes the promise. What happens when the customer experience can’t deliver?

This week on The Modern Customer Podcast, I’m joined by Katie Martell, a marketing strategist, speaker, MC and self-described rabble-rouser known for bringing honesty and fresh thinking to business and culture. With over 100,000 followers and insights featured in the BBC, Adweek, Forbes, The Wall Street Journal and The New York Times, Katie challenges brands to stop making claims and start proving them.

Katie challenges the idea that more technology automatically means a better customer experience. We discuss why using AI isn’t a brand differentiator, why marketing’s responsibility continues after the sale, and who should own removing customer friction.

Key Highlights From Our Conversation

• Why marketing’s responsibility continues after the sale
• Why marketing and CX need to work together
• How AI can help identify and reduce customer friction
• Who should take responsibility for removing that friction

Tune in now and learn how Katie Martell helps brands earn trust through honesty and better customer experiences. 🎧 Listen to the full episode of The Modern Customer Podcast. Stream now on Apple Podcasts, Spotify or your favorite podcast platform.