A CMO Council Strategic Interest Group
The CMO Council partnered with SAP to discuss ways to “Maximize How You Individualize.” This thought leadership initiative includes detailed findings from a 32-question online audit of 245 senior marketing executives across 16 countries and examines how operational disconnects impact experience and the resultant loss in revenue, margin, reputation and brand equity. It also looks at the requirements to modify and adapt business processes and practices to better meet customer demands for always on, always-accessible commerce, service and support. The 82-page full report contains summaries of best-practice interviews with marketing executives from companies like Air Asia, ANZ, BMW, Cathay Pacific Airways, Coles, Fujitsu, Godrej, Lenovo, Malaysia Airlines, Singapore Post, Standard Chartered Bank, Tata Capital, Virgin Mobile and Vodafone. Both the complete report ($199 US) and complimentary executive summary are available for download.
An additional resource which compares regional findings to global findings, lists key challenges marketing faces in achieving customer centricity, illustrates the direct line from customer experience to revenue, and explains the roadmap to maximizing the experience can be downloaded by visiting www.cmocouncil.org/resources/cmoc-maximize-how-you-individualize-infographic.pdf.
ANZ Banking Group-Australia
Staying on top of changing customer demands across the Asia-Pacific region is key to remaining ahead in the financial services industry. With more than 9 million customers in 33 countries, ANZ must be able to consistently connect with customers across all touch points. Louise Eyres, the brand’s Group General Marketing... MORE >