A CMO Council Strategic Interest Group

CMO Council SAP



Getting Serious About Omni-Channel Experience

Today’s omni-channel consumer expects a seamless journey across both physical and digital channels. Personalization and real-time, always on experiences are a core demand for consumers who expect that each and every experience delivers value to their unique journey. MORE >


Background Presentation: Getting Serious About Omni-Channel Experience

The CMO Council, in partnership with Huawei, held an executive roundtable at Mobile World Congress on March 1st 2017. The goal was to dive in to how telcos and brands alike must effectively manage the omni-channel to create superior experiences for their customers. This presentation serves as a background to the discussion and delves into previous and current CMO Council research on the topic of the Omni-Channel and its impact on the telco industry. MORE >


Omni-Channel Experience: CMO Council Dialogues & Research

In an effort to explore the current state of affairs when it comes to Omni-Channel Management, this presentation showcases preliminary results and perspectives from the current research project “Getting Serious About Omni-Channel Experience.” The research includes preliminary survey findings and rich perspectives from both our Mobile World Congress Roundtable discussion and deep-dive interviews with thought leaders on this topic. MORE >


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Companies are seeing a 40% increase in usage of online service channels, reducing costs by more than 20% while increasing customer satisfaction by more than five percentage points.  *

69% of executives believe the communications industry has strong technology capabilities, but will find it difficult to complete digital transformation projects quickly enough and 64% believe this transition could be outpaced by other industries.  *

A study shown that 71% respondents consider omnichannel fulfillment as a top or high priority — and are shifting their investment dollars into these avenues.  *

Gartner predicts by 2017, U.S. customers' mobile engagement will drive mobile commerce revenue up 50%.  *