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July 2016

Report: Customers Want Faster, More Consistent Experiences

Marketers are concerned that they are still not delivering what customers when it comes to a seamless buying experience, according to new research from the Chief Marketing Officer (CMO) Council and SAP Hybris.

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Survey: Customers Want Fast Response Times, Consistent Experiences

As the customer experience takes on an even more prominent role in the buyer's path to purchase, a new study shows that customers want quick responses from brands when they have questions and a consistent experience across all channels.

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Tech Not Delivering on CX Promise

Marketers continue to struggle to achieve a coherent view of customers across all touchpoints and to deliver the seamless experience the latter have been led to expect, according to a new study.

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Salesforce's Upgraded Pardot Breaks Down Data Silos

Salesforce recently made Pardot Engagement Studio, an upgrade to its B2B marketing automation service, generally available to marketers.

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June 2016

Operational Data Gaps Compromise CEX: CMO Council Study Finds Data Ecosystems Create More Valued Contextual Experiences

While digital marketing technologies and engagement channels multiply, many marketers remain concerned that they are still not delivering what customers want most—a seamless, frictionless and individualized buying and problem-solving experience.

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Report: Organisational Silos and Culture Inhibiting Data-Driven Marketing

New report from CMO Council looks at the state of data utilisation by marketers in the name of customer experience as well as marketing technology investments and satisfaction

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What Does It Take to Get the Customer Experience Right?

Customer experience continues to be a hot topic, having recently been deemed marketers’ single “most exciting opportunity” of 2016 (as it was in 2015, and in 2014!).

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Plugging the Operational Data Gap

Even in this multi-channel world, customers place highest value a fast, human response whenever there's a problem.

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Multichannel Engagement Challenges Marketers, Study Finds

Although 67 percent of senior marketers consider marketing technologies to be very important to marketing’s overall effectiveness and performance, just 3 percent say that their technologies are aligning well with areas outside of marketing, according to a new study from SAP Hybris and the CMO Council.

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Plugging the Operational Data Gap

Even in this multi-channel world, customers place highest value a fast, human response whenever there's a problem.

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Fast Service Key to CX [On Any Channel]

Whether it's a phone call, a social query, or a desktop, mobile or in-store visit, most shoppers engage with brands across a multitude of channels - demanding enterprises keep up.

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Report: Creating a Valued Contextual Experience

While digital marketing technologies and engagement channels multiply, many marketers remain concerned that they are still not delivering what customers want most: a seamless, frictionless and individualised buying and problem-solving experience.

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Study: Data Integration Challenges Obstruct Holistic View of the Customer Journey

Data is a key chess piece for effective digital marketing, but it remains a challenge and requires effort to fully integrate data with different martech offerings.

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Operational Data Gaps Compromise Customer Experience

While digital marketing technologies and engagement channels multiply, many marketers remain concerned that they are still not delivering what customers want most: a seamless, frictionless and individualized buying and problem-solving experience.

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Payers Seek Cost, Integration Efficiencies for Value-Based Care

"BPO success is very much about building good partnerships. Lessons learned all relate to building collaboration based on a very fine balance of open communication, feasibility, strategy, and trust. In fact, strategic partnerships are critical for companies looking to compete on a global scale, according to a recent study by the CMO Council and the Business Performance Innovation Network."

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Study Shows Growing Power of the CMO

Personalisation is defined by the CMO Council as an approach that “blends a deep understanding of a customer’s wants, needs and desires with timely and tailored delivery of relevant content, products and services.”  No wonder that the CMO of one global financial service company described personalisation at scale as “the biggest and most important challenge for us to get right.”

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The Agency Helping Agencies Understand Marketing Automation

You think you have a killer digital platform, but the person you hoped would fund you sits you down and gives you the hard truth, which is that you are going to crash and burn. Big time.

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The Agency Helping Agencies Understand Marketing Automation

You think you have a killer digital platform, but the person you hoped would fund you sits you down and gives you the hard truth, which is that you are going to crash and burn. Big time.

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Marketers Rely on Visual Content for Social Platforms

Compelling images and video help drive higher engagement.

Compelling images and video help drive higher engagement - See more at: http://www.emarketer.com/Article/Marketers-Rely-on-Visual-Content-Social-Platforms/1014086#sthash.K79XJIsX.dpuf

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Leveraging User Behaviour Across Multiple Screens to Boost Ecommerce Sales

How does the screen size affect user behaviour when it comes to ecommerce? Does the size of the screens of the multiplicity of devices that customers use in order to interact with your store have an impact on the ecommerce sales?

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CMO Council Contact
Donovan Neale-May
Executive Director
408.677.5300 x5333
donovan@cmocouncil.org

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