A CMO Council Strategic Interest Group
Customer Experience Readiness
There is little question that today’s customers, across both B2B and B2C journeys, have a heightened expectation for relevance, context and personalized experiences, regardless of channel or circumstance. This has placed added pressure on sales, marketing and commerce executives to align on a comprehensive customer experience strategy that goes beyond “customer-centricity” buzzwords. It requires action—and actionable intelligence—that enables micro-moments of customer delight that can yield more profitable experiences.
The CMO Council, Selling Power and SAP Hybris have joined together to assess and benchmark the state of alignment, partnership and collaboration across sales, marketing and commerce executives as the customer experience mandate takes hold. The final report will feature insights into customer experience strategy, how it has taken shape in organizations and where opportunities lie to enhance functional partnership in execution.
The findings of this study will be exclusively revealed at the Customer Experience Summit, being held on May 16, 2017, in Orlando, Florida, in conjunction with SAPPHIRE NOW. For more information, please visit https://www.cmocouncil.org/thought-leadership/events/customer-experience-summit.
How customer-centric is your organization? Better yet, how customer-centric do your customers believe your organization is? The answers may surprise you. MORE >
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Mar 2016 Leveraging Techonology to Improve Customer Experience and Marketing and Sales - CIOReview.com
99% of companies believe achieving a single customer view is important to their business, but only 24 percent believe they have achieved it today. *
86% of senior-level marketers say that it’s absolutely critical or very important to create a cohesive customer journey. *
Research shows that 55% of consumers are willing to pay more for a guaranteed good experience. *
86% of consumers are willing to pay more for an upgraded experience. *