Five Key Challenges and Opportunities for CMOs Delivering the Future of Customer Experience

The steady transformations that were happening before 2020, both from a personal and business standpoint, suddenly increased at breakneck speed. Consumers increased their digital interactions and expected brands to keep up.

Organizations had to pivot and adapt in order to survive the fallout brought by the COVID-19 pandemic. As budgets were slashed, employees were transitioned to distributed, remote work and organizations operated on even thinner margins than usual, the need to gain market share and new customers while also retaining customers and improving brand loyalty through better customer experiences (CX) became the main goals of CMOs everywhere. And that? That represents no small set of challenges.

In our latest research brief, Five Key Challenges and Opportunities for CMOs Delivering the Future of Customer Experience — done in partnership with Capgemini — we set out to explore the future of customer experience, and the opportunities that are on the horizon for forward-thinking CMOs. This brief is the first in a series of papers that will further explore the challenges and opportunities CMOs face in delivering improved customer experiences.

In this brief you’ll learn:

  • The importance of marketing orchestration and the development of strong marketing ecosystems
  • The marketing technologies that are table stakes for businesses today
  • An understanding of today’s customers and their key drivers
  • Why performance-driven CMOs will be leading the change in organizations for years to come
  • Considerations for creating a successful customer experience strategy

Customer expectations are evolving. Organizations and CMOs need to evolve at the same pace in order to meet and exceed expectations or risk losing market share. The time to embrace data and the technology solutions that can help deliver personalized experiences is now. If you are interested in learning more about how to transform your organization download your copy of Five Key Challenges and Opportunities for CMOs Delivering the Future of Customer Experience today.

In partnership with:

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At Futurum Research our three key focus areas are research, analysis, and insights. We also provide a full offering of advisory services geared towards helping organizations adapt to new technologies and operationalize digital transformation, along with other services through our sister companies Broadsuite Media Group and V3 Broadsuite.

About the Authors

Daniel Newman is the Principal Analyst of Futurum Research and the CEO of Broadsuite Media Group. Living his life at the intersection of people and technology, Daniel works with the world’s largest technology brands exploring Digital Transformation and how it is influencing the enterprise. Read Full Bio

Shelly Kramer is a Principal Analyst and Founding Partner at Futurum Research. A serial entrepreneur with a technology centric focus, she has worked alongside some of the world’s largest brands to embrace disruption and spur innovation, understand and address the realities of the connected customer, and help navigate the process of digital transformation. She brings 20 years' experience as a brand strategist to her work at Futurum, and has deep experience helping global companies with marketing challenges, GTM strategies, messaging development, and driving strategy and digital transformation for B2B brands across multiple verticals. Shelly's coverage areas include Collaboration/CX/SaaS, platforms, ESG, and Cybersecurity, as well as topics and trends related to the Future of Work, the transformation of the workplace and how people and technology are driving that transformation. A transplanted New Yorker, she has learned to love life in the Midwest, and has firsthand experience that some of the most innovative minds and most successful companies in the world also happen to live in “flyover country.”