The role of the CMO is rapidly changing from the primary focus of customer acquisition to the adoption of customer retention and loyalty strategies, it’s imperative for CMOs to have a mindset where the customer and their experience is at the centre of every business decision.
With digital transformation continually evolving, customers simply expect all the traditional and digital elements of your business to work flawlessly together as part of a single unified experience. That is why there is a strong intersection between marketing and the customer experience (CX). In fact, in 2019, it was found that 75% of organisations successfully calculated a positive relationship between CX and business outcomes, including increases in revenue through higher retention and customer lifetime value.
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