Carilu, if you exclude B2B SaaS and consider the remaining (huge) majority, let's call it High-Touch Sales (aka, Field Sales), isn't the salesperson the brand ambassador responsible for creating the desired customer experience you're advocating in the age of AI? And if so, then what investments should CMOs be considering to support the brand ambassadors?
Hi Clarke - I'm not sure I entirely understand your question, but a lot of the AI-Native companies don't even have real salespeople in their earlier stages. They are much more reliant on evangelists and front-deployed engineering (old Sales Engineer or technical sales roles) to help customers be successful and let the products sell themselves. Absolutely, those people are mission-critical for the overall product success and experience. But overall, sales/support add a little less of the inspirational FEELING that brand components usually support - but are a part of the real meat and delivery of the brand promise through experience.
Carilu, if you exclude B2B SaaS and consider the remaining (huge) majority, let's call it High-Touch Sales (aka, Field Sales), isn't the salesperson the brand ambassador responsible for creating the desired customer experience you're advocating in the age of AI? And if so, then what investments should CMOs be considering to support the brand ambassadors?
Hi Clarke - I'm not sure I entirely understand your question, but a lot of the AI-Native companies don't even have real salespeople in their earlier stages. They are much more reliant on evangelists and front-deployed engineering (old Sales Engineer or technical sales roles) to help customers be successful and let the products sell themselves. Absolutely, those people are mission-critical for the overall product success and experience. But overall, sales/support add a little less of the inspirational FEELING that brand components usually support - but are a part of the real meat and delivery of the brand promise through experience.