Simplifying Complex Customer Journeys Through CXM With Sherri Schwartz

About Guest

Sherri Schwartz is the Head of Marketing at OvationCXM, a customer experience management platform that leverages AI for unique insights. She graduated amidst a financial crisis and pivoted from broadcast journalism to a successful career in sales and marketing, working across government contracts, financial services, and SaaS technology, gaining deep expertise in product and strategic marketing. Sherri is passionate about effective communication, relationship building, and fostering a strong bridge between sales and marketing teams.

In this episode

Complex customer journeys can make or break a company's success in today's fast-paced business world. How do companies, especially in industries like finance and SaaS, simplify these intricate processes to deliver a seamless customer experience? More importantly, how can technology and strategy be combined to overcome these challenges and create a unified customer journey?

According to Sherri Schwartz, a seasoned marketing expert in customer experience management (CXM), the key to simplifying complex customer journeys lies in connecting all the players involved. She highlights the importance of real-time collaboration between companies and their third-party partners to eliminate the frustrating "ping-pong" effect many customers face. By leveraging CXM platforms, companies can maintain visibility over every step of the customer journey, ensuring smoother interactions and brand consistency. This approach improves customer satisfaction and reduces inefficiencies, making it a critical strategy for businesses in complex industries like finance and SaaS.

In this episode of the Revenue Engine Podcast, host Alex Gluz sits down with Sherri Schwartz, Head of Marketing at OvationCXM, to discuss how to simplify complex customer journeys through CXM. They explore how real-time collaboration can reduce friction in customer interactions, the role of AI in enhancing customer experience, and the challenges of maintaining brand consistency in a fragmented ecosystem.

A glimpse of what you will learn

• [01:11] Sherri Schwartz talks about her background and her role at OvationCXM
• [01:44] Sherri’s transition from sales to marketing and how she taught herself product marketing
• [09:26] Strategic decisions involved in rebranding and pivoting a company's market approach
• [14:37] The importance of interviewing customers and employees in developing a compelling value proposition
• [18:57] How to address frequently asked product questions with insightful content strategies
• [22:16] Tactics for expanding into new verticals while staying true to core use cases
• [24:36] How to keep your marketing aligned amidst rapid changes in a B2B SaaS environment
• [31:08] How Sherri balances marketing leadership and motherhood

Resources Mentioned in this episode

• T.A. Monroe Digital Agency
• Alex Gluz on LinkedIn
• Sherri Schwartz on LinkedIn
• OvationCXM

Special Mentions

• FHN Financial (formerly FTN Financial)
• First Horizon Corporation
• nCino
• Pragmatic Institute
• Product Marketing Alliance
• Zafin
• First Orion
• Glen Kelley on LinkedIn
• Qualtrics
• Medallia
• Salesforce
• Rectangle Health
• KeyBank
• Docusign
• Alexandra Roddy on LinkedIn

Quotable Moments

• "I had all these great things –– internships, high GPA, part-time jobs –– and I just thought I was going to nail the best job right away."
• "I enjoy relationship-building. I enjoy the art of communicating and conversation."
• "It was through internships that I really realized I loved the creativity of marketing."
• "No matter where I went, I always wanted to make sure that I was supporting and enabling the sales reps in the best means we could as a marketing organization."
• "It's OK to have a loud voice in the room, and it's OK to demand people listen and feel confident in yourself."

Action Steps

1. Explore diverse career opportunities to enhance your skill set: Diversifying your background can provide unique insights and a competitive edge in understanding and relating to customer needs.
2. Prioritize relationship building and empathy in all business interactions: Fostering genuine relationships creates trust and can lead to more effective sales and marketing strategies.
3. Stay informed about industry changes, especially regarding AI and technology, to ensure up-to-date marketing tactics: Constant learning is essential in a rapidly evolving field and can prevent your strategies from becoming outdated.
4. Actively collect and utilize customer feedback to develop and refine marketing strategies: Customer insights can be invaluable in crafting messaging that resonates and addresses actual pain points.
5. Seek a work-life balance that allows you to excel professionally while fulfilling personal roles and responsibilities: Achieving balance increases your productivity and overall happiness, serving as a healthy model for colleagues and family.

Sponsor for this episode

This episode is brought to you by T.A.Monroe Digital.

At T.A.Monroe, we build world class revenue engines for B2B SaaS companies. What that means is we do everything behind the scenes to generate you tons of qualified leads, opportunities and customers.

1. We build highly effective marketing systems and scale their profitably through our demand generation strategies.
2. We think scientifically on how to scale your demand and revenue.
3. We bring decades of experience.

Email us at alex@tamonroe.com or visit www.tamonroe.com today to schedule a strategy session or learn more about our mission.