How to unify customer service and marketing for winning CX

Webinar: How to unify customer service and marketing for winning CX

28th September 2021 | 11am BST




According to the 2020 Customer Experience Benchmark report, 54% of organisations state that their customer experience operations are managed in silos. Only 33% of customer experience professionals say they can actively communicate and collaborate across teams to drive improved CX.

With the estimated cost of customers switching due to a poor service experience said to be more than £200 billion (in the UK alone), the need to break down these silos for the benefit of CX has never been greater.  

Two key departments that can collaborate better are marketing and customer service, and in this virtual roundtable discussion we’ll be looking at the myriad ways of achieving this, and the benefits to businesses of doing so.

With the help of real-world examples from David Child, Head of PR and Brand at Thomas Cook, Richard Shilton, Head of Customer Success at Orlo, and Nick Lygo-Baker, Founding Director at Paradigm CX Ltd, we’ll discuss:

  • Why it’s been historically so hard to break the silos between service and marketing in major organisations.
  • The invaluable insights and feedback that service staff are able to provide marketing teams to improve their customer understanding.
  • The indisputable benefits to CX that arise from improved customer service and marketing collaboration.
  • Tips to help leaders better achieve unification between their organisation’s service and marketing functions. 

Simply click the button above to reserve your spot now! ⬆️

Meet the Speakers

David Child portrait

David Child,
Head of PR
& Brand at
Thomas Cook

David Child is head of brand and PR at the newly-relaunched Thomas Cook. He is responsible for all external media and social communications including managing the brand reputation for the new online travel business.

Nick Lygo-Baker

Nick Lygo-Baker, Founding Director at Paradigm CX Ltd

With a wealth of hands-on operational and commercial expertise in Customer Experience and Market Research, Nick has previously run multi-national teams for Global Research and SaaS solutions across Retail, Hospitality and Financial Services.


Richard Shilton, Head of Customer Success at Orlo

Rich has over 15 years experience in running and managing social networks, teams and contact centres. Having worked in B2B and B2C, both from a strategic and operational perspective, Rich has helped businesses use end to end customer journey planning, and tools, for maximum exposure.