Historically, customer experience (CX) has been a responsibility of the marketing team to improve sales, service, and commerce. However, retail teams now recognize that a superior CX requires collaboration across all departments towards a common goal of customer obsession. This involves leveraging advanced technology and data, as well as having a knowledgeable gatekeeper with a […]
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Few conversations make marketing leaders more uneasy than defending a martech budget to the CFO. Marketing talks about engagement, MQLs and brand lift. Finance talks about payback periods, cost of capital and margin. When the two sides don’t share a language, technology investments look like discretionary spending, and they’re the first line items cut when […]
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Our study focused on mature firms and customer-obsessed organizations, highlighting their strategic approaches to leveraging omnichannel strategies for sustainable growth. Here are a couple takeaways:• Personalization emerges as a key driver of successful customer communications, with a strong emphasis on tailored experiences.• While third-party channels remain popular, there is an opportunity to leverage first-party data […]
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This ground-breaking paper will give the reader a glimpse of a technology-driven future state of real time collaboration and connectivity between human and machine, where fictionless interaction and scalability shall deliver a re-engineering of how we live, work and play.
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