Rethinking Centricity: Moving Past Products and Focusing on Engagement

Manage webcast
Shaun Randall (Rogers Communications), Ben Salmon (Pitney Bowes), and Liz Miller (CMO Council)
Given the heightened expectations from customers for flawless experiences, and the heightened expectations from management to optimize revenues, marketers are being challenged to enhance the overall customer experience by moving away from the traditional product-centric marketing model. Customer-centricity has become the new mantra for marketers looking to leverage the deep insights and intelligence that can be mined from customer data. The challenge is how to shift from looking at campaigns and instead looking at customer dialogs and engagements.

Focusing on the customer and harnessing analytics to fuel initiatives that retain and acquire customers, C-level marketers are earning a place in the board-level bottom line conversation. In addition, true collaboration between sales, marketing and customer service departments can pave the way for a customer experience that truly caters to the customer.

The third in an ongoing dialog, this webinar will explore how data, analytics, segmentation and strategy can come together to create a superior customer experience that generates advocacy and propels brands. The CMO Council has invited speakers who will share how to make marketing, on all levels, customer-centric. Some of the key issues our speakers will focus on include:

- Best ways to gain a holistic view of the customer
- How to measure customers in terms of lifetime value propositions and thereby measure marketing performance
- Bringing sales, marketing and customer service departments together to most effectively predict churn and produce the best (read: most profitable) customer experience
- Customer relationship marketing strategies to reduce burn and minimize churn
Apr 25 2012
62 mins
Rethinking Centricity: Moving Past Products and Focusing on Engagement
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  • In 2007, a CMO Council study tracked how senior marketers were embracing the customer in real-time, personalized engagements. Were we realizing the goal of “right message, right time, right channel” in our communications? In the study, 47 percent of marketing respondents felt they did not have a full view into the profitability of a customer, including access to customer lifetime value insights. 60 percent predicted personalization as a key route to maximize customer revenue, but the majority indicated they lacked the metrics needed to effectively leverage data to personalize experiences.
    Eight years later, many marketers feel they are in the same position as they struggle to optimize the customer journey using real-time insights and intelligence that enable them to craft robust customer experiences where revenue – not engagement metrics, like clicks or views- is the goal.
    While marketers still look to power experiences with personalization and relevance, customers now have different needs. Service expectations—from self-service to always-available personal or face-to-face service—rapidly increase as customers are not willing to wait for resolutions to issues. Our customers have new and more compelling options from disruptors. Despite years of loyalty building, customers are more willing to leave a brand in favor of experiences and service options that deprioritize pricing and promotions. Customers now demand to be known and heard.
    To address some of these issues and better understand how real-time marketing decisions are directly impacting customer engagement in this age of “un-marketing,” the CMO Council, in partnership with Pegasystems, will present a strategic overview of how marketers are feeding the always-on marketing brain. Gone are the strategies that simply look to maximize campaign engagements as they are being replaced by customer journeys that traverse acquisition, retention and advocacy to maximize customer lifetime value.
  • Join Lattice for a guided tour of the marketing tech stack that powers Acquia's demand gen engine.

    In recent years, B2B marketers have been confronted with a barrage of new technologies and systems aimed at making them more productive, efficient and successful. But which technology investments are worth making and what do you need to know before adding new systems to your technology stack?

    Show Me Your Stack (#MKTGstack) is an ongoing webinar series featuring a roster of forward-thinking B2B marketers that provides a glimpse into the marketing infrastructure that powers their demand gen engines and serves as the critical backbone to their business.

    Everything from CRM and marketing automation to content management, business intelligence and analytics systems will be covered – basically, anything in the stack!

    Each episode features a different marketer who will walk you through their marketing tech stack, share their goals and explain how their teams are structured. Don’t miss this rare chance to see how the best in the business invest in and use marketing technology.

    About Acquia:
    Acquia is the digital experience company. Intuit, Warner Music Group and Stanford University are among the more than 4,000 organizations that are transforming their digital businesses with Acquia’s open cloud platform. Global 2000 enterprises, government agencies and NGOs rely on Acquia to create new revenue streams, lower costs, and engage audiences more deeply through content, community, commerce and context.
  • Smart PR elects presidents, launches IPOs, sends products viral, and can amplify webinar viewer numbers too. It’s all about engaging journalists and other influencers to embrace your content, then share it with their audiences - your webinar gets geometrically more exposure: before AND after the event.

    A strategic influencer’s endorsement is more valuable than any advertising but knowing how to get that ultimate “Share” is known only among elite PR pros: until now. You’ve seen BrightTALK’s Dallas Jessup on CNN, the Today Show and ABC, as well as in NY Times, People and USA Today. She’ll share her 5 proven steps to leverage PR to pull larger qualified audiences to your webinar.

    Join BrightTALK’s PR for Your Webinar to learn:
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    Increasingly, organizations are looking at Web Content Management (WCM) solutions in the cloud. Why? Because in the cloud, you can rapidly deploy sites, reach mobile devices, secure against attacks, and scale to meet demand.

    In this session you will:

    * See the data highlighting major trends driving interest in "WCM in the Cloud"

    * Understand the pros and cons of moving your WCM to the Cloud

    * Master the role of the cloud in delivering great digital experiences.

    * Build support and a roadmap to use the cloud in your digital experience delivery strategy.
  • Over the course of numerous acquisitions, ACI Worldwide, a leader in banking and payment solutions, found themselves in the untenable situation so many firms find themselves in today — a giant content hairball made more challenging by departmental silos and disparate content management and delivery systems. The company realized that to overcome the obstacles of their legacy approach to managing content, they would have to rethink they way they work. The challenge involved designing, funding, and implementing an unified content strategy — one that would help the firm migrate the content stored in different content management systems — and authored by different content creation teams — into a single CMS.

    Join Scott Abel, The Content Wrangler, for a one-hour progress report with Jeanette LeBlanc, Principal Information Developer at ACI Worldwide, who will discuss the challenges the company has had to overcome as they made the move to SDL LiveContent Publication Manager and the XML authoring tool, XMetaL. Attendees will learn of some of the issues faced by the team as they’ve worked to migrate content from unstructured Microsoft Word, Adobe FrameMaker, and other content creation applications into structured DITA XML. Although the team is only half-way through implementation, the lessons learned are valuable for any team hoping to make a similar move.
  • Want to learn how to delight customers by leveraging content across multiple channels? Learn how an information development team added value to a release and received positive feedback from customers.

    Join Scott Abel, The Content Wrangler, for this free, one-hour webinar with special guest Marta Rauch, Senior Principal Information Developer at Oracle, and discover best practices for developing mobile content for mobile app stores, an in-app tour, mobile-friendly docs, and a responsive-design library; running a social media campaign on Google+, Twitter, LinkedIn, and Facebook, creating a mobile video and posting it on a mobile YouTube channel, validating results through analytics and customer feedback, and communicating wins to demonstrate the department’s value to the organization.
  • What does the customer journey mean for technical communication? How can we deliver what our audience needs across the entire customer experience?

    Join Scott Abel, The Content Wrangler, and his special Guest Sarah O’Keefe, President and Founder of Scriptorium Publishing, as they discuss how to integrate content strategy efforts across all customer touch points, and how this requirement affects overall strategy, both for technical documentation managers and technical communication professionals.
  • It's often said that retaining customers is a lot easier and cheaper than finding new ones. But how do you put this into practice and use data to your advantage?

    In this webinar, DueDil analyst Andrew Warren-Payne will discuss why B2B customer marketing is so important and how you can put a plan into place. He will cover:
    -) Setting goals and objectives for B2B customer marketing
    -) How to map your customer lifetime journey and plan your communications accordingly
    -) How to prioritise your existing customers using first party and third party data for retention and upselling activity
    -) How to work together with sales and account managers for maximum effect
  • Get lots of clever tips and techniques to create more effective landing pages immediately.

    This fast-paced, practical webinar includes more than 40 examples, good and bad and is led by popular content trainer and Sticky Content founder, Catherine Toole.

    In just 45 minutes you’ll have learned how to:

    rock a title – even on a small screen
    catch attention from the get-go using bold openers and frontloading
    organise information for optimal effect
    get original approaches signed off and through compliance
    optimise pages for conversion
    delight customers and prospects by satisfying needs and goals
    nudge users down specific paths
    Get better at landing pages in under an hour – sign up for our webinar now.
  • Get lots of clever tips and techniques to create more effective landing pages immediately.

    This fast-paced, practical webinar includes more than 40 examples, good and bad and is led by popular content trainer and Sticky Content founder, Catherine Toole.

    In just 45 minutes you’ll have learned how to:

    rock a title – even on a small screen
    catch attention from the get-go using bold openers and frontloading
    organise information for optimal effect
    get original approaches signed off and through compliance
    optimise pages for conversion
    delight customers and prospects by satisfying needs and goals
    nudge users down specific paths
    Get better at landing pages in under an hour – sign up for our webinar now.
  • Channel
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  • CMO Rising: Reshaping The Role Nov 4 2015 6:00 pm UTC 75 mins
    Liz Miller, SVP Marketing - CMO Council
    Chief marketing officers are being challenged to fortify their positions, expand authority and assert ownership of critical leadership roles in their organizations. They are surrounded by title inflation in the C-suite with multiplying turfs and sub-divisions of responsibility, including “chiefs” of revenue, digital, data, customer experience, relationships, insights and innovation. In many organizations, marketing still struggles for legitimacy and credibility.

    While the appointment of a CMO sends the right signal, the credentials, character and capability of this emerging C-level executive member are of critical importance to internal acceptance and permanency. A true CMO must be the CEO-in-waiting, groomed in all aspects of the business and a true leader and value-setter for the organization. Many CMOs aspire to this role, but few make it to the corner office and even less serve on corporate boards. As the realities and requirements for a CMO are reflected in the selection and appointment process, this is likely to change.

    Today’s increasingly complex, distributed and digitally driven marketing ecosystem is putting pressure on global marketers to better integrate and manage data, best of breed solutions, creative resources, brand assets and go-to-market functions. While digital marketing complexity is enormous—providing most CMOs with major transformation challenges—many are thriving on new customer insights and campaign measurement tools that make a strong case for marketing value, spend and sales pipeline contributions. They are collaborating at unprecedented levels with CFOs, CIOs and COOs, as well as establishing themselves as market experts, customer experience architects, and well-informed global strategists.

    Further webcast details will be announced shortly.
  • CMO Rising: Reshaping The Role Oct 14 2015 1:00 pm UTC 75 mins
    Liz Miller, SVP Marketing - CMO Council
    Chief marketing officers are being challenged to fortify their positions, expand authority and assert ownership of critical leadership roles in their organizations. They are surrounded by title inflation in the C-suite with multiplying turfs and sub-divisions of responsibility, including “chiefs” of revenue, digital, data, customer experience, relationships, insights and innovation. In many organizations, marketing still struggles for legitimacy and credibility.

    While the appointment of a CMO sends the right signal, the credentials, character and capability of this emerging C-level executive member are of critical importance to internal acceptance and permanency. A true CMO must be the CEO-in-waiting, groomed in all aspects of the business and a true leader and value-setter for the organization. Many CMOs aspire to this role, but few make it to the corner office and even less serve on corporate boards. As the realities and requirements for a CMO are reflected in the selection and appointment process, this is likely to change.

    Today’s increasingly complex, distributed and digitally driven marketing ecosystem is putting pressure on global marketers to better integrate and manage data, best of breed solutions, creative resources, brand assets and go-to-market functions. While digital marketing complexity is enormous—providing most CMOs with major transformation challenges—many are thriving on new customer insights and campaign measurement tools that make a strong case for marketing value, spend and sales pipeline contributions. They are collaborating at unprecedented levels with CFOs, CIOs and COOs, as well as establishing themselves as market experts, customer experience architects, and well-informed global strategists.

    Further webcast details will be announced shortly.
  • CMO Rising: Reshaping The Role Sep 2 2015 1:00 am UTC 75 mins
    Liz Miller, SVP Marketing - CMO Council
    Chief marketing officers are being challenged to fortify their positions, expand authority and assert ownership of critical leadership roles in their organizations. They are surrounded by title inflation in the C-suite with multiplying turfs and sub-divisions of responsibility, including “chiefs” of revenue, digital, data, customer experience, relationships, insights and innovation. In many organizations, marketing still struggles for legitimacy and credibility.

    While the appointment of a CMO sends the right signal, the credentials, character and capability of this emerging C-level executive member are of critical importance to internal acceptance and permanency. A true CMO must be the CEO-in-waiting, groomed in all aspects of the business and a true leader and value-setter for the organization. Many CMOs aspire to this role, but few make it to the corner office and even less serve on corporate boards. As the realities and requirements for a CMO are reflected in the selection and appointment process, this is likely to change.

    Today’s increasingly complex, distributed and digitally driven marketing ecosystem is putting pressure on global marketers to better integrate and manage data, best of breed solutions, creative resources, brand assets and go-to-market functions. While digital marketing complexity is enormous—providing most CMOs with major transformation challenges—many are thriving on new customer insights and campaign measurement tools that make a strong case for marketing value, spend and sales pipeline contributions. They are collaborating at unprecedented levels with CFOs, CIOs and COOs, as well as establishing themselves as market experts, customer experience architects, and well-informed global strategists.

    Further webcast details will be announced shortly.
  • Keeping Pace in the Customer’s Race Jul 30 2015 5:00 pm UTC 75 mins
    Liz Miller, SVP Marketing - CMO Council
    For today’s digitally demanding customer, a rich, personalized customer
    experience is quite simply the cost of doing business. It is no longer a differentiator, but the standard. It is a journey defined by the customer, who is setting a new pace in an intensely personal race that, in their mind, only involves one runner. This leaves leading marketers to question where and how the next great evolution will happen…and whether their organizations are set up to leap ahead of the curve. Are they set up to thrive, or will they become irrelevant and eventually obsolete?

    Agility becomes a key denominator in this new marketing equation. With customer knowledge dispersed across systems of records, insights, interactions and an array of new sources of data, organizations need the business agility to be able to leverage insight from these disparate sources of information. This also requires the ability for the entire customer experience to be optimized—not just the deployment of campaigns—so that opportunities can be captured faster in order to beat out rivals also looking to connect through revitalized customer experience strategies.

    We will be joined by Pitney Bowes’ Jeff Goldberg, Product Marketing Lead for Customer Information Management, who will share an expert perspective around creation of a digital marketing record for increasing conversion rates and improving marketing communications overall.

    Full list of speakers are:

    Liz Miller, SVP, Marketing - CMO Council

    Jeff Goldberg, Product Marketing Lead for Customer Information Management - Pitney Bowes

    Maureen Duff, Managing Director, Head of Global Marketing - Pershing
  • Predicting Routes to Revenue Recorded: Jul 23 2015 62 mins
    Rob Walker - Pegasystems; Liz Miller - CMO Council; Josh Kruter - Clear Channel
    In 2007, a CMO Council study tracked how senior marketers were embracing the customer in real-time, personalized engagements. Were we realizing the goal of “right message, right time, right channel” in our communications? In the study, 47 percent of marketing respondents felt they did not have a full view into the profitability of a customer, including access to customer lifetime value insights. 60 percent predicted personalization as a key route to maximize customer revenue, but the majority indicated they lacked the metrics needed to effectively leverage data to personalize experiences.
    Eight years later, many marketers feel they are in the same position as they struggle to optimize the customer journey using real-time insights and intelligence that enable them to craft robust customer experiences where revenue – not engagement metrics, like clicks or views- is the goal.
    While marketers still look to power experiences with personalization and relevance, customers now have different needs. Service expectations—from self-service to always-available personal or face-to-face service—rapidly increase as customers are not willing to wait for resolutions to issues. Our customers have new and more compelling options from disruptors. Despite years of loyalty building, customers are more willing to leave a brand in favor of experiences and service options that deprioritize pricing and promotions. Customers now demand to be known and heard.
    To address some of these issues and better understand how real-time marketing decisions are directly impacting customer engagement in this age of “un-marketing,” the CMO Council, in partnership with Pegasystems, will present a strategic overview of how marketers are feeding the always-on marketing brain. Gone are the strategies that simply look to maximize campaign engagements as they are being replaced by customer journeys that traverse acquisition, retention and advocacy to maximize customer lifetime value.
  • Customer Contextomy Recorded: Jun 23 2015 66 mins
    Bernard Chung- SAP; JP Kuehlwein- Frederic Fekkai; Gerald Youngblood- AMD; Liz Miller- CMO Council
    Contextomy happens when we quote something out of context in a way that distorts the intended meaning of the content. In the late 1990s, quotes were used out of context in movie posters; critics were quoted as saying “It’s terrific!” when they really said, “It’s a terrific waste of time!” Today “contextomy” has lost meaning.

    In the data-laced marketing world, buzzwords like “big data” and “content marketing” reign supreme. It’s time to reexamine the concept. For marketers, contextomy happens most frequently when we seek to engage with the customer using incorrect or misplaced assumptions about customer behavior. To deliver truly personalized experiences with customers, marketers must deploy new, more intelligent customer engagements that take content and context into account. Context doesn’t come from loose data indicators; rather, it comes from understanding who each customer is, as well as customers’ past, present and likely future behavior. Context also comes from understanding customer channels, timing and environment. Marketers must remember to do this at scale.

    Customers expect relevance and connection with the brands they choose. There is a new social contract between brands and buyers based on the use of customer data to enhance the user’s experience. This makes the experience more personal and delivers contextual value to the individual customer’s life—not the lives of people who are similar to them. This can have one of two outcomes: a terrific customer experience or a terrific waste of time. Not understanding the difference will have a direct and possibly negative impact on commerce and engagement.

    To explore marketing’s mandate to better identify, understand and engage with today’s customers in a rich, contextual and real-time manner, the CMO Council, in partnership with SAP, will host a one-hour interactive webcast to join brand leaders to discuss and debate where and how context, content and the customer must converge in today’s commerce journey.
  • Mapping Monetization: Strategies for Content, Context, and Frictionless Commerce Recorded: Jun 18 2015 60 mins
    Liz Miller, SVP, Marketing-CMO Council
    Whether currently engaging in online commerce or contemplating such a move in the future, successful CMOs are realizing that their customers want a personalized, frictionless purchasing experience. Consumers seek agile interactions, painless fulfillment, and a memorable experience. CMOs are increasingly embracing a new priority: Identifying new and recurring revenue opportunities and optimizing the consumer experience to maximize customer lifetime value. The good news is that the global digital consumer is ready to spend. According to analyst firm Ovum, global consumer spend on digital content will increase from $76 billion in 2013 to $145 billion in 2018, doubling in a short five-year span.

    Working in lockstep with CFOs, successful CMOs are implementing new strategies to price products and services, bill customers, offer seamless payment facilities, create new opportunities to retain customers, and grow recurring revenue streams – all while defining new business metrics to measure success in terms of customer lifetime value. They team with product management to identify new opportunities and even new products that meet their customers’ growing expectations for innovation, engagement and relevance.

    To address these new mandates for digital marketing, monetization, and frictionless commerce and experience, the CMO Council will be hosting an online webcast (06/18, 10am PST/1pm EST/5pm GMT) to discuss and debate the realities of transforming organizations, strategies and revenue models and develop winning strategies to successfully navigate the online revenue maze. Vindicia, a subscription billing and recurring revenue leader that is driving the pace of the digital economy, will share expert perspectives, along with key questions that marketers must consider when building new digital revenue models.

    Speakers:
    Gene Hoffman, CEO/Chairman-Vindicia
    Miriam Volle, Business Marketing Communications Leader-Kaiser Permanente
    Vidya Vishal, Enterprise Growth Leader-Equifax
  • Data Shift and Business Lift Recorded: Jun 10 2015 65 mins
    Liz Miller - CMO Council, Thom Kozik - Marriott, Rob Roy - Time Warner, Ari Tuchman - Quantifind
    It is easy for marketing executives to feel we have been pushed into a defensive position, being asked (nay, mandated) to prove return on every marketing dollar spent. Yet in today’s age of big data, automation, social and digital, the potential we see in new strategies and tools is often laced with more hype than reality. This letdown has only heightened this defensive posture and led to the need for new forward-moving strategies that track to real action and revenue, not just the potential for return.

    According to a CMO Council study titled “Mastering Adaptive Customer Engagements,” only 10 percent of senior marketing leaders are highly confident in their ability to leverage data to create exceptional experiences for their customers. A lack of data is also not to blame for this skepticism, according to 48 percent of respondents.

    It is time for a shift from a defensive posture to one that is decidedly proactive, targeted and intelligence- and offense-driven. It is time for a shift in how marketing thinks about data and how we leverage data for customer revenue optimization. Leading CMOs are moving far beyond the single-view metrics of campaign performance as justification of marketing ROI, turning away from “rearview mirror” metrics and instead looking for those actionable data insights that directly impact the business. This shift in thinking has been intentional and directed to aligning data and intelligence strategies with business performance goals and real revenue accountability to the organization.

    This conversation is, at its core, about shifting the data mindset from asking “why” into a process of tapping into relevant streams of intelligence to start asking “how,” with the express purpose of accelerating revenue growth. To help make this shift, the CMO Council is hosting a series of engagements in partnership with Quantifind—both live and virtual—to start this dialogue.
  • Is the CMO Also the Chief Silo Buster? Recorded: May 5 2015 60 mins
    Scott McAllister, Time Inc; Denise LaForgia, Trillium; Liz Miller, CMO Council
    The desire to have an accurate and complete view of an individual customer is not new for marketers. Ever since marketers were first able to access data about a customer, there has been the desire to understand what makes a customer buy. In a recent CMO Council study, only 20 percent of marketers said they had a comprehensive view of customer touchpoints and engagements, and only 7 percent felt they had a single version of customer truth.

    So why is it—when marketing admits that the ability to deliver data-led, personalized, customer-centric experiences across channels, in-real-time and at scale is critical to their business—that we are still struggling to obtain this 360-degree view of our customers? According to 30 percent of marketers, it is because the data that could create this unified view is trapped in silos across the organization.

    While the industry talks about CMOs needing to transform into everything from customer officers and marketing technology officers to revenue officers and beyond, one functional requirement stands at the center of marketing’s ability to truly accelerate in this customer-focused, digital age: silo busting. As the chief silo buster, marketing leadership finds itself needing to work with cross-functional teams, in partnership with IT, to aggregate and manage customer data to create a single vision of the customer that can not only integrate from across the organization, but also be shared with all parts of the company.

    The CMO Council, in partnership with Trillium, will host an interactive, one-hour webcast to discuss the key challenges and concerns marketers are facing when it comes to silo busting. Through conversations with brand experts, we will explore how marketing can accelerate their strategies through more effective and efficient engagements, campaigns and operations while also learning more about their customers and building customer loyalty.
  • Crossing the Creepy Line: Has Marketing Gone Too Far? Recorded: Apr 16 2015 60 mins
    Adam Contos, Senior VP Marketing, RE/MAX; Jenne Barbour, Insights Evangelist, Teradata; Liz Miller, CMO Council
    The lure of data-led tactics for web re-targeting and advanced customer experience applications is intoxicating for marketers, particularly when customers demand relevance and reward personalization with increased frequency and volume of purchase. But while this age of data-led marketing has opened up a world of possibility for engagement, personalization and real-time, one-to-one experiences, it has also prompted customers to grab indelible paint to draw the “creepy line”—that point at which knowing the customer turns from creating a relevant experience to exhibiting stalker-like behavior. The magic for marketers is not just understanding their customers, but understanding where that line in experience has been drawn…and knowing that while there are universal truths to engagement, the repercussions of crossing the creepy line can be detrimental to a customer’s desire to engage with a brand.

    To address where and how marketers must engage and interact in a customer-defined scope of individualization and personalization, the CMO Council, in partnership with Teradata, will host a one-hour webcast to kick off the discussion around just how close we can and should get to the creepy line. Joining the conversation will be brand leaders who have made strides in driving relevant experiences that add value to the customer’s journey, in addition to customer intelligence experts to share key trends, mandates and best practices in moving beyond mass personalization to achieve true individualization.
  • Going Global The New Reality of Globalization in a Digital Age Recorded: Mar 18 2015 67 mins
    Robinson Kelly, Lionbridge; Josh Northcott, Esri; Brian Payne, ISITE, Liz Miller, CMO Council
    With the economy emerging from recession and businesses looking for new opportunities to reach, engage and attract new and profitable audiences, it is no wonder that talk of “going global” is spreading. According to the CMO Council’s own “State of Marketing” study, 86 percent of senior marketing leaders are looking at global markets thanks to new market sizes and opportunities. And the majority (48 percent) also believe that presenting a strong story via optimized digital channels is the best path to success.

    Despite the opportunities that new global markets present, there are also significant challenges and pitfalls that marketers must avoid to ensure that a relevant, contextual and robust customer experience is actually being delivered in a way these new global audiences understand and value. This is not just a conversation about how to translate a website. In fact, this is often where so many globalization strategies fail. This is a call to turn great digital experiences into globally relevant engagements, regardless of where customers live or what language they speak.

    Join the CMO Council for an in-depth discussion into the new mandates to reach and engage the digital global customer. Experts from Lionbridge, Esri and ISITE will share their perspectives on where and how new strategies must be outlined to address the complexities of staging globally relevant conversations in the new digital world, regardless of whether this new customer is across the ocean or just across the street.

    Some key issues to be discussed in this interactive webcast will include:

    •The new expectations of the global customer—and a call for relevance across all channels
    •The complexities of language, content and engagement
    •The impact of globalization on the bottom line: Are real-time experiences making real advancements in profitability and loyalty?
  • Building a High-Performance Marketing Engine Recorded: Mar 12 2015 70 mins
    Bill Odell - Dell, Sachin Puri - Hewlett-Packard, Jennifer Noonan - Infor, Liz Miller - CMO Council
    Boosting the Operational Efficiencies and Effectiveness of the Modern Marketing Organization

    It is undeniable that the customer experience is a complex and ever shifting landscape, defined and initiated by the customer and spread across an online and offline landscape that is growing with every decision and journey. But how has this complexity impacted marketing’s operations? How are leading organizations managing everything from budgets, strategies and assets to core resources, tracking strategies, activities and outcomes in this ever expanding and increasingly complex business landscape?

    As marketing continues to focus on delivering exceptional customer experiences that are highly rewarding to the customer—and increasingly profitable for the business— savvy CMOs are looking to improve operational efficiencies to create truly agile and effective business engines.

    Join the CMO Council as we examine this quest for marketing effectiveness and impact, and see what brands and leading experts believe will take us to this next stage of truly effective marketing performance. How are successful teams reshaping how resources and relationships are being managed? How do highly effective organizations align their talent and technology to deliver high-impact customer experiences? How are resources, assets and strategies being tracked, monitored and measured in order to reach key business goals faster? How are highly effective marketing teams thinking about budgeting, planning, asset management and campaign management to meet the needs of the business and advance at the speed of the customer?
  • Map the Gap: Seeing the Weakest Points of your Marketing Foundation Recorded: Dec 11 2014 61 mins
    Liz Miller, CMO Council, Bernard Chung, SAP, David Raab, Raab Associates, Georg Rasinski, LG Electronics
    Marketing technology is at the very core of today’s business strategy. According to a recent CMO Council study, Quantify How You Unify, marketing leaders are facing significant challenges managing the growing sprawl of marketing technology. The study reveals that 42 percent of CMOs who own their marketing technology strategy see greater business impact than those who do not. Moreover, those with a formal strategy contribute more to overall revenue and value creation: Half (50 percent) are able to achieve more targeted, efficient and relevant customer engagements, and 39 percent achieve greater return and accountability of marketing spend.

    While 67 percent of survey respondents believe new marketing technologies are essential or very important to overall marketing group performance and effectiveness, they are being held back by technology overload, too many data sources, and lack of strategic application and integration of disparate point solutions and data.

    So where do we go from here? The growth in the marketing technology space will continue to grow. Marketing technology researcher and expert David Raab, CEO or Raab Associates, estimates that that nearly half of features upgraded by marketing automation vendors in the past year relate to analytics, including customer analysis, content analysis, and lead scoring, firmly placing better analytics at the very top of the technology agenda. But how do marketers know if their foundation has any gaps? Where are duplicative solutions being deployed? And where is the data flowing – or even more importantly, where is the data being clogged – in this tangled stack marketing has built?

    Join the CMO Council as we head from experts in the Marketing Technology space as well as from brand leaders who are taking steps to make sense of the marketing technology stack.
  • The Evolution of Video Recorded: Dec 11 2014 62 mins
    Liz Miller, CMO Council, Laurent Bridenne, Cisco, Beau Avril, Google, Tamara Gaffney, Adobe
    Where are we now, and where are our customers tomorrow?

    According to the CMO Council’s 2014 State of Marketing report, marketers’ investments into online video is taking the next evolutionary leap from experimentation into full-fledged testing. In order words, investments are increasing at a pace like never before. Why? Customers are viewing online video like never before.

    According to a recent report from Neilsen, online video consumption has risen from 13 minutes per day to 27 minutes. While this still pales in comparison to TV consumption, marketers have clearly seen that there is something to online video, and to be late to the game could be a disaster.

    This trend brings with it a slew of obvious questions: What ROI should we expect? What is getting reallocated? Does this mean TV ads should be pulled in favor of online? What content are people really viewing and how will my brand be relevant in that context?

    Join us as the CMO Council delves into a deep dive into online video, asking marketers and industry experts where the key trends, opportunities and pitfalls are when it comes to online video. What are industry leaders investing in…what content are they creating…and how is ROI really being measured?
  • CMO Buzzword Bingo: Demystifying The Biggest Hype-Tastic Phrases of 2014 Recorded: Dec 10 2014 61 mins
    Liz Miller-CMO Council, Martyn Etherington-Mitel, John Balla-SAS, Tim Moran-CMO.com
    Everyone…it’s time to play Buzzword Bingo! Join the CMO Council as we delve into the biggest buzzwords that terrorized brands and marketers throughout 2014…and we predict what the big buzzwords will be that we will try to outrun in 2015. If we were still hung up on buzzwords from 2013, we would be obsessing over gamification and multi-channel…but that’s all SO 2013.

    Now we are dealing with BIG DATA, personalization, and omni-channel experiences. Tomorrow we will obsess over the Internet of EVERYTHING. So, what is the reality behind these big issues? How much of it is hype and how much is really being applied in winning strategies? Where have leading brands learned to steer clear of the hype and maximize opportunity?

    While we have a couple buzzwords in mind, we want to hear from you, so register for the webcast and be sure to tweet out the biggest, buzziest catchall phrase that you have been grappling with this year. Hit up Twitter with #CMOBuzzBingo and we will try and cover as many as we can during our time together.
  • How the Enterprise Is Getting in Sync With the Mobile Customer Recorded: Nov 20 2014 66 mins
    Liz Miller - CMO Council, Colette Crosby - Intuit, Diane Salmon - Visa, Jennifer Bordner - Old Navy
    Mobile technology and the advent of tablets and smartphones have transformed whole industries and are changing customer behavior in ways that impact marketers around the globe. More than just another channel, mobile is digital and social at the same time. It’s making the quest for marketers to stay in sync with the customer journey infinitely more complex and nuanced as the digitally empowered customer now has new expectations for a fully connected, personalized and relevant mobile experience.

    Please join our webcast on November 20 at 10am PT/1pm ET as we delve into our recent study, “Getting in Sync With Mobile Customers: Capitalizing on Marketing's Big Mobile Opportunity,” where the CMO Council explored the changes in customers’ mobile behavior, the pulse of the market, the definition of a mobile-first strategy, how analytics are being leveraged for mobile, how brands are measuring mobile success and more.
  • Quantify How Well You Unify Recorded: Oct 30 2014 58 mins
    Tracy Hansen, Tealium; Jonathan Bradbury, Munchkin
    A new study by the Chief Marketing Officer (CMO) Council and Tealium shows that business and marketing performance improvements are directly related to having a formal roadmap for managing digital marketing technologies and integrating the data produced from multiplying customer touchpoints.

    This webcast will discuss the findings of the report—titled “Quantify How Well You Unify”—which explores the degree to which chief marketers are architecting digital marketing technology strategies and unifying and extracting value from multiplying customer data sources.
  • Customer Context: Power Relevant Experiences. Create Brand Advocates. Recorded: Oct 21 2014 61 mins
    Howard Beader, VP, Product Marketing,SDL and Carlton Doty, Vice President and Group Director, Forrester Research, Inc.
    Consumers expect relevant experiences and meaningful interactions across all channels and devices. They don’t trust your ads and they are more likely to engage and interact with your brand on other channels. So where are those interactions taking place? And how can you spark engagement to keep them coming back? The key is understanding the customer context.

    Hear from Carlton Doty, Vice President, Forrester Research and Howard Beader, VP Product Marketing, SDL as they explore key strategies based on deep customer insights that drive unprecedented levels of engagement so you can create brand advocates and increase revenue.

    Discover:
    • Why you need a multifaceted approach to truly capture your audience’s attention
    • How your customer’s context and their interaction with your brand is what really matters
    • How to create a contextual marketing engine that promotes an ongoing, insight-driven interaction cycle with your customer
  • Forecasting and Planning: How CFOs Are Bringing More Predictability and Value Recorded: Oct 16 2014 61 mins
    Darren Snellgrove, Johnson & Johnson Innovation; Kevin O’Hare, American Internet Services; Ian Charles, Host Analytics
    Today’s corporations face rapid change, disruptive competition, and increased uncertainty. CFOs and their organizations are being asked to deliver new levels of predictability, insight, and counsel so that companies can make business decisions more quickly amidst these conditions.

    To do so, CFOs are innovating and transforming financial processes to improve planning, budgeting and analysis, business alignment, and accessibility to relevant data and advice.

    This webinar will provide CFO commentary that builds on the insights of a new report entitled “Predictability Through Planning Agility” from the Business Performance Innovation Network. Learn how financial executives are improving their ability to deliver timely and valuable business insights to drive corporate growth and performance.
  • The Real Customer Journey Recorded: Sep 30 2014 48 mins
    Jamie LaRose, Wells Fargo, and Jennifer Noonan, Infor
    Today’s customer journey does not start and stop at the known touch points of marketing engagement. From word of mouth on social media to the actual last-mile delivery of the product, customers expect that the brands they trust and invest in will be there every step of the way. Yet marketers admit that they have not been highly effective at mapping the totality of the customer experience. According to a report from the CMO Council, some 41 percent of marketers admit they do not have a comprehensive view of customer experience across all customer touchpoints. This begs the question: Have we not tried to map the journey, or are our systems so disconnected and siloed that we can only map what we ourselves create?

    Join the CMO Council as we delve into where and how industry leaders are taking a broad view of the customer experience and journey, as well as how this view and process have impacted the bottom line. How are campaigns managed differently when insights into supply chain are available? Who are the key stakeholders, and how are they aligned to ensure the customer experience is managed from the first conversation through to re-order and advocacy? How are marketing leaders orchestrating this view of the customer journey, and how is that strategy embraced cross-functionally and supported technologically?

    This one-hour interactive webcast will explore the customer journey from the mindset of truly customer-centric organizations, including the critical steps and strategies marketers must take in order to turn customer centricity from catchphrase into profit.
A Global Channel of Insight, Access and Influence
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 7,500 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.

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  • Title: Rethinking Centricity: Moving Past Products and Focusing on Engagement
  • Live at: Apr 25 2012 6:00 pm
  • Presented by: Shaun Randall (Rogers Communications), Ben Salmon (Pitney Bowes), and Liz Miller (CMO Council)
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