So, strategically, what does that mean for CMOs? To find out, we turned to our network of top marketers and analysts, as we have done since 2011, and posed this year’s question: Digital transformation and becoming a “customer experience business” is clearly the future for marketing. What is the one thing CMOs must get right in 2017 to make that happen?
Customer experience is just that—what customers actually experience. CMOs must act less like “executives” or “marketers” to design meaningful, shareable, and unforgettable experiences in every moment of truth.