Is sales misalignment costing you customers?

On this episode, we explore the critical connection between sales and customer experience teams — and why a misalignment might be costing you customers, revenue and brand reputation.

When sales sets expectations that CX can't meet, customers may churn faster than you can acquire them, wasting your customer acquisition costs. The problem isn't what either team does in isolation, but rather the handoff between them.

Drawing from 20 years of experience, Robin Jakobsen, director of product strategy for CXM at TELUS Digital, reveals what this sales team alignment gap can cost your business and how CX leaders can take a proactive role in fixing it. Shawn Casemore, keynote speaker and author, brings additional sales expertise, explaining where the disconnect happens and how both teams can shift from competing priorities to shared outcomes.

Together, they share the orchestration tactics and strategies CX leaders need to prevent customer churn, build loyalty and align with sales around revenue metrics.