REPORT

SELECTED CONTENT FROM THE REPORT

Interviews

Interview

Drossos Drossos

Head of Brand Experience and Licensing Manager, Coca-Cola

For an aspirational brand like Coca-Cola, customer experience is of the utmost importance. As Head of Brand Experience for Central and Eastern Europe, Drossos Drossos explains that this strategy is embraced from the highest levels of the company and is localized for every market within the business ... More

Interview

Simon Sproule

Vice President and Chief Marketing Officer, Aston Martin

Due to the nature of the luxury car business, Aston Martin is strongly focused on personal engagement. While the brand is small in terms of volume, people tend to keep their cars much longer than they would keep a mass-market vehicle, and everything the company does is centered around creating a hig... More

Related Reports

Report Media Coverage

GeoMarketing

"Marketers want to get going on connecting systems and busting silos to put the customer’s expectations above the drama being caused by fragmented tools that fail to deliver results for the business," says The CMO Council's Liz Miller.  Aside from the perennial question about turning “Big Data” into actionable, “Smart Data,” the other big issue pressing down on CMOs is organizing the myriad — and often walled-off — marketing touchpoints that influence consumers’ brand choices. A survey by the The CMO Council, The State of Engagement: Bridging the Customer Journey Across Every Last Mile, finds that businesses will measure the success of customer experience initiatives on bottom-line improvements like overall revenue growth and increases in individual sales. More

Bizcommunity

Chief marketing officers who are struggling to keep up with new digitally driven ways to engage, satisfy and enrich the experience of more mobile, savvy and fickle consumers believe their jobs are at risk. This is according to a new study from the chief marketing officer (CMO) Council, in partnership with RedPoint Global. Moreover, nearly half of marketing respondents believe it is possible that their jobs will be at risk should technology investments fail, even though there are other factors that have a direct impact on the role. More

Brandchannel

What keeps chief marketing officers up at night? According to new research from the CMO Council 76% believe their jobs are on the line if their customer engagement isn’t sufficient and they aren’t satisfying consumers. And while customer satisfaction scores are the key to measuring that, only 10% say they’re able to adequately measure the financial impact of their efforts. According to a new study from the Chief Marketing Officer (CMO) Council, chief marketers know that their careers rise or fall based on their customer experience strategies. Nearly half of the respondents in the CMO Council worry they’ll be fired if their big bets on technology and the marketing tech stack fail to provide a unified view of the customer that they can act on. More

Chief Marketer

Three-quarters of CMOs think their jobs are on the line if customer engagement doesn’t live up to their audience’s expectations, according to a new study from the CMO Council. But while customer experience strategies are vital, only 10 percent feel they can accurately measure these engagements against business goals, according to the report. Businesses measure the ROI of customer experience initiatives on metrics like overall revenue growth and increases in individual sales. But most (80 percent) can only sometimes connect engagement back to business impact; 10 percent said they can measure against business goals, but only using time-consuming manual processes that only take certain channels into account. More

CMO.com

CMO jobs are at risk if customer experience strategies don’t succeed and, in particular, if customer engagement doesn’t satisfy digitally demanding consumers, according to a new CMO Council report. The report, The State of Engagement: Bridging the Customer Journey Across Every Last Mile,  examines the hurdles that all marketers are facing, from operational functions up to the CMO, to deliver value across every last mile of engagement. According to the report, 75 per cent of CMOs believe their jobs are on the line if their customer experience strategies are unsuccessful. Moreover, nearly half of marketing respondents believe it is possible their jobs will be at risk should technology investments fail, even though there are other factors that have a direct impact on the role. More

[A]List Daily

The joint necessity and difficulty in relating customer experience initiatives to the company bottom line is causing many chief marketing officers to worry about their job security according to a new report by the CMO Council. “The State of Engagement: Bridging the Customer Journey Across Every Last Mile,” released on April 30, done in partnership with RedPoint Global, found that while 76 percent of marketers view revenue growth as the primary measure of success for their customer experience strategy, 80 percent are either unable or only sometimes able to connect their strategy to its impact on their business. This isn’t just an academic issue, either. According to the CMO Council’s findings, 52 percent of marketing executives say that they may lose their jobs if their customer experience strategies fail, and 48 percent say the same if their technology investments don’t deliver. More

Customer Think

The imperative to compete on the basis of customer experience is heightening the job security risks of chief marketing officers who are struggling to keep up with new digitally driven ways to engage, satisfy and enrich the experience of more mobile, savvy and fickle consumers. According to a new study from the Chief Marketing Officer (CMO) Council, in partnership with RedPoint Global, chief marketers acknowledge that their jobs could be on the line should customer experience strategies fail. Moreover, nearly half of marketing respondents believe it is possible that their jobs will be at risk should technology investments fail, even though there are other factors that have a direct impact on the role. More

Media Update

According to a new study from the Chief Marketing Officer (CMO) Council, in partnership with RedPoint Global, chief marketers acknowledge that their jobs could be on the line should customer experience (CX) strategies fail. Moreover, nearly half of marketing respondents believe it is possible that their jobs will be at risk should technology investments fail, even though there are other factors that have a direct impact on the role. The new CMO Council report, titled The State of Engagement: Bridging the Customer Journey Across Every Last Mile, reveals that businesses will measure the success of CX initiatives on bottom-line improvements, like overall revenue growth and increases in individual sales. More

PR 20/20

The role of marketer and data analyst have become intertwined. Thanks to more intelligent systems (think HubSpot) and insight into consumer behavior at every step of the buyer’s journey, marketers have the power to apply these learnings and create truly personalized, relevant experiences. That’s why the most impactful marketing strategies are data-driven. It’s a simple concept, but it’s not a simple process. In fact, a recent survey from CMO Council and RedPoint Global found that “...only 7 percent of the marketers surveyed early this year say they deliver real-time, data-driven engagements across both physical and digital touchpoints.” More