Episode #238:

Rich Watson, CRO at Amira Learning, explains why customer experience is now the primary driver of competitive advantage. He highlights how AI accelerates product creation, making experience the true differentiator. He outlines why renewals and expansion depend on consistent value. He also shows how organizations can evolve compensation, structure, and technology to align around the customer journey.

“Customer experience is going to rule everything because solutions are easier to build than ever, and the real differentiator will be how companies deliver value.” – Rich Watson

This episode explores why CX has overtaken product features as the actual growth engine. Rich shares practical examples from sales, customer success, and product teams, showing how organizations can unify around value delivery to strengthen renewals, reduce churn, and accelerate expansion paths in a changing AI landscape.

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