Mark Robbins- Salesforce Marketing Cloud; Alice Li and Hussein Al Hammad- Email Markup Consortium
About this talk
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Customer experience and marketing teams are more integrated than ever before. This case study presentation is focused on how and why the Comfort Control Marketing Team at Emerson evolved from a product-centric to a customer-centric mindset using email marketing at the core. Key concepts include:
- Unify the visibility of our audience through integrated data, VoC data, analytics & AI- Personalize audience journeys focused on meaningful touch points & holistic experiences
- Build omni-channel campaigns using four pillars to enhance value, resonate and build trust.
- Tie output to outcomes: reduce customer friction, increase sales, NPS or customer satisfaction, streamlined processes, etc.
- Develop a cross-functional CX team focused on building trust and customer loyalty