Outcome-based CX - a new perspective to CXM

CRMKonvos #267 features Graham Hill, Senior Associate from Optima Partners and Founder of Janus spv, in a deep dive into the future of customer experience and marketing. Graham brings a bold and refreshing perspective to the conversation, challenging traditional CX metrics and marketing approaches. He advocates for outcome-based strategies, emotional engagement, and real-time ROI measurement.
In this session, we explore what it means to be truly customer-centric in a world of fragmented channels and emotional decision-making. Grham shares insights and his perspective on how AI-powered journey orchestration can transform CX platforms, how marketers can move from promotion-led to referral-driven growth, and how to prove the business impact of CX initiatives.
We’ll cover strategic framing, technology innovation, journey management, ROI visibility, industry applications, and practical advice for CX and marketing leaders. Whether you're a strategist, marketer, or CX professional, this conversation will help you rethink how you engage customers and measure success.
Join us for CRMKonvos #267 and discover how to align creativity with accountability, emotion with outcomes, and CX with real business value.
🎙️ CRMKonvos #267 – Mit Graham Hill

In dieser Folge sprechen wir mit Graham Hill, Senior Associate bei Optima Partners und Gründer von Janus SPV, über die Zukunft von Customer Experience und Marketing.

Graham bringt eine klare, herausfordernde Perspektive mit: weg von klassischen CX-Metriken, hin zu ergebnisorientierten Strategien, emotionaler Kundenbindung und messbarem ROI in Echtzeit.

Wir diskutieren: ✅ KI-gestützte Journey-Orchestrierung
✅ Empfehlungsgetriebenes Wachstum statt Promotion
✅ Business Impact von CX-Initiativen

Ein Muss für alle, die CX neu denken wollen – kreativ, messbar und kundenzentriert.

#CRMKonvos #CustomerExperience #CX #Marketing #GrahamHill #AI #DigitalTransformation

Видео Outcome-based CX - a new perspective to CXM канала CRMKonvos