3/31/16 10:00 am PST/1:00 pm EST/5:00 pm GMT
There is little doubt that marketers have made a commitment to customer experience—from developing roadmaps to an uncompromising customer journey to the development of data-rich personalized engagements. But what is next? Has customer experience become too buzzed about? Are we really re-thinking customer experience strategies, or are we just applying new buzzwords?
How we think about customer experience must evolve. Without this continuous evolution, transformation becomes impossible. To debate and discuss the big question of what’s next, the CMO Council invited three marketers to join an interactive roundtable discussion focused on everything from transformation to the next conversation around experiences and expectations.
Some of the question asked of the panel included:
- How has the landscape changed, and how are customers valuing and weighing new points of engagement?
- Where have we gone wrong with CRM and campaign management? Are we just automating reactions, or are we building relationships?
- What are the new points of insight and customer voice that need to be incorporated into our strategies? Has our quest for data moved us further away from the real voice of the customer?
Liz Miller - The CMO Council, Ken Wincko - PR Newswire, Richard Cunningham - RightOn Interactive, Kylan Lundeen - Qualtrics