CX Strategy
In B2B, the customer journey is long, complex, & full of decision-makers.
Every interaction, from first touch to onboarding and renewal, shapes how prospects and clients perceive your brand. At Marcel Digital, we help B2B organizations create customer experience (CX) strategies that build trust, reduce friction, and keep relationships moving forward.
Whether you're aligning touchpoints across departments or improving how buyers engage with your content and team, we make CX a strategic growth driver.
Why CX Strategy Matters
Today’s customers expect more: faster answers, fewer frustrations, smoother experiences. If your digital experience doesn’t meet those expectations, they’ll move on.
A strong CX strategy helps you:
Align your messaging, platforms, and people around your customer
Fix friction points that hurt satisfaction and conversions
Personalize experiences that feel thoughtful, not generic
Turn more first-time customers into loyal advocates
The best B2B brands treat experience like an asset. We help you do the same.
The Problems We Solve
If your customer journey feels disjointed, reactive, or unclear - we can help.
Inconsistent messaging across channels?
We audit your content and touchpoints to align your brand voice and messaging from first click to follow-up.
Drop-off during long sales cycles?
We improve nurturing, content delivery, and follow-up timing to keep stakeholders engaged.
Struggling to personalize at scale?
We help you segment buyers by role, industry, and behavior and tailor messaging without overengineering.
No clear journey or metrics?
We map your full experience and define the KPIs that matter, from first touch to renewal.
Our Approach
We build CX strategies that are actionable, not theoretical. That means working closely with your teams, tools, and data to improve real-world experience
Customer Journey Mapping
We map your entire buyer and customer journey, from awareness to renewal, to uncover friction, gaps, and misalignment.
Cross-Functional Alignment
We connect marketing, sales, customer success, and product teams around a shared understanding of the customer experience.
Segmentation & Personalization Strategy
We help tailor content, outreach, and onboarding based on buyer role, stage, and behavior, using tools you already have.
Segmentation & Personalization Strategy
We help tailor content, outreach, and onboarding based on buyer role, stage, and behavior, using tools you already have.
Built for B2B Brands That Want to Stand Out
B2B buyers expect more than just a product - they want a partnership. Marcel Digital helps you deliver a thoughtful, consistent experience that builds trust, speeds up decision-making, and drives long-term growth.
Frequently Asked Questions
B2B journeys are longer, involve more stakeholders, and depend heavily on trust, content, and human interaction. Our CX strategies are designed specifically to support those complex journeys.
Absolutely. We bridge the gap with shared messaging frameworks, consistent follow-up strategies, and journey maps that both teams can own.
That’s common. We work across marketing, sales, and customer success to help your existing teams improve the experience - no dedicated CX team needed.
Yes. We help clients design better onboarding, support workflows, renewal journeys, and success measurement to improve retention and lifetime value.
We do both. Our in-house team includes designers, developers, and strategists, so we can plan, build, and optimize without handing things off.
Hear From Our Happy Partners
We've been with Marcel Digital for over 14 years and they have helped us grow our organic traffic by leaps and bounds. This year our organic traffic was up by over 19% and continues to grow. I would highly recommend them as SEO strategists and Google Analytics consultants.
Michael Vedders
Director of Marketing, Bethel University
Marcel Digital is simply the best Digital Marketing agency. We hired them years ago, and I can't say enough amazing things about their dedication to the field, to my team, and their phenomenal leadership team. Top-notch professionals all around.
Kim Rafalowitz
Dir. of Global Marketing, Worldpoint
I went with Marcel Digital over a larger - and much higher priced - competitor and it's one of the best decisions I've made. Marcel Digital are lovely people to deal with, extremely knowledgeable and approachable and willing to take the time to examine possible solutions that differ from how they would normally proceed. I value the partnership with their company and am planning on having our company be a client of theirs for years to come. Can't recommend them enough.
Michael Duquet
Director, Web Strategy, Absolute Software
Having a partnership with Marcel Digital has been a lifesaver for our business. We could not be happier with their work ethic, attention to detail, and superior expertise. I highly recommend them if you are looking for a talented, and trustworthy partner!
Diane Locher
Director of Sales and Marketing, Precision Medical
We have been using Marcel Digital for the past few years. We attribute our growth to the staff at Marcel and have embraced them as part of our company. Their insight and attention to detail have been indispensable. They take a personal approach to our products and processes and see our success as their own. We highly recommend Marcel!
Rob Dunbar
Marketing Manager, Lightmart