When we think of “customer experience”, we often equate it to the digital experiences in the B2C space which have transformed how and where we eat, meet, travel, park and shop, et al. However, in the B2B space, orchestrating a seamless CX is considerably more complicated. The “actors” in the buyer journey are still very human, each with their own set of motivations, preferences, and sometimes unpredictable behavior. The acceleration of the distributed workforce brought on by Covid-19 has only made organizational alignment more challenging. It’s no surprise that RevOps is gaining steam given its role in aligning teams to deliver a unified and consistent customer experience. RevOps leaders should approach the journey to scale with a thoughtful focus on developing the three organizational capabilities present in high performing companies.
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