The buzz: “Great customer experience is a major competitive advantage that drives new sales—and it’s predicted to overtake price and product as the primary brand differentiator for B2B sales by 2020… 33% of customers will consider switching brands after just one poor experience.” (getfeedback.com) The customer journey – mostly online without a salesperson – has become a major puzzle for marketers to analyze. From brand awareness to customer advocacy, each customer’s experience is unique, compounding the challenges. You need to build each step of your touchpoints – whatever the route – toward the goal of a sale. The big questions: Who is responsible for the customer experience – Marketing, Sales or Customer Success – or all? In 2021, how is the customer journey map evolving and impacting customer experience? We’ll ask Tribal Impact’s Vanessa Baker, eConsultancy’s Stefan Tornquist, SAP’s Nicky Elsner for their take on Era of Your Customer: Who’s Minding Their Journey and Experience?