ICE [Ep.5]: CX Success Stories Require Technology, Leadership, Data

Presented by

Robin Gareiss, President and Founder, Nemertes Research

About this talk

Intelligent Customer Engagement Series [Ep.5]: CX Success Stories Require Technology, Leadership, Data A great story requires more than a compelling narrative. Marketing teams can significantly elevate their success with the right combination of leadership, technology, and data derived from well-planned customer interviews. Crafting that perfect story requires an expanded mindset about what comprises “marketing.” In this webinar, join Nemertes Research President Robin Gareiss, who recently completed detailed research with 518 companies on how they use advanced technologies and reshape their organizational structure to improve customer experience. Based on this research and her experience as a journalist, marketing content developer, and CX advisor, she will cover: 1. Organizational overhaul: Why a Chief Customer Officer is vital, and how the CMO and CCO work together for joint success. 2. Technology leverage: What are the key technologies and contact-center initiatives that result in measurable CX success—ultimately delivering crucial data to marketing teams that support their success stories? 3. The perfect story: How to conduct interviews that get real-world data to support your mission.

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