Are You Asking the Right Questions to Get Customer Experience Right?
There is little doubt that marketers have embraced the need for a connected and cohesive customer experience. But while the new customer experience, especially the digital experience, has changed the way most organizations reach and engage with their customers, not all marketers are overjoyed with their current results. In a recent study conducted by the CMO Council and IBM, 38 percent of senior marketers admitted that the new engagement strategies in place have yielded mixed results, with some campaigns yielding expected results while others have not hit the mark.
Similar to results being spotty at best, marketers also admit that their goals for delivering a truly connected customer experience have also fallen short as only 6 percent say they have completely connected physical and digital experiences with all touchpoints, connecting and informing the next relevant and valued journey for the customer. In fact 42 percent of respondents indicated that their primary goal for the year ahead was to better connect and integrate loosely tied campaigns into a stronger, more cohesive experience that can actually drive engagement across the customer’s lifecycle with their brand.
So with that goal in mind, what needs to actually happen to deliver real customer experience success in 2017?
RecordedDec 20 201664 mins
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The Chief Marketing Officer (CMO) Council is dedicated to high-level knowledge exchange, thought leadership and personal relationship building among senior corporate marketing leaders and brand decision-makers across a wide range of global industries. The CMO Council's 15,000 plus members control more than $400 billion in aggregated annual marketing expenditures and run complex, distributed marketing and sales operations worldwide. In total, the CMO Council and its strategic interest communities include over 12,000 global executives across 100 countries in multiple industries, segments and markets. Regional chapters and advisory boards are active in the Americas, Europe, Asia Pacific, Middle East and Africa. The Council's strategic interest groups include the Coalition to Leverage and Optimize Sales Effectiveness (CLOSE), Marketing Supply Chain Institute, Customer Experience Board, Loyalty Leaders, Online Marketing Performance Institute, and the Forum to Advance the Mobile Experience.
Are You Asking the Right Questions to Get Customer Experience Right?Liz Miller - CMO Council, Chris Moloney - CAN Capital, Zeynep Tolon - IBM[[ webcastStartDate * 1000 | amDateFormat: 'MMM D YYYY h:mm a' ]]63 mins