Produced in partnership with Adweek and Deloitte Digital
The role of the Chief Marketing Officer is rapidly evolving. Today, CMOs are charged with driving growth across the entire organization, from revenue to brand reputation, to innovation and customer retention, to advocacy and beyond.
Medallia and Deloitte Digital have partnered together to create a new eBook, The CMO’s Guide to Customer Experience, about what CMOs and marketing leaders need to do to ensure their brands are delivering a superior end-to-end experience.
Key insights from the guide include:
- The much-vaunted, traditional 360-degree view of the consumer lacks insight into how your brand relates to your customers. That will come from customer experience data.
- Marketing leaders need to change their approach to messaging, activating experience data to understand each individual’s human needs and deliver personalized communication on each customer’s terms.
- Customer experience cannot be siloed. Brands need to empower all employees to be more responsive to customers’ needs and infuse human-like qualities at every touchpoint.