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CMO by Adobe: What CMOs Must Nail In 2017 To Succeed In The ‘Experience Business’

CMO by Adobe: What CMOs Must Nail In 2017 To Succeed In The ‘Experience Business’

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.
—Brian Solis

Huffington Post: Business Books Recommended as Last-Minute Gifts

Huffington Post: Business Books Recommended as Last-Minute Gifts

According to Brian Solis, not only are most businesses failing at the customer experience, but they are failing by design. As an analyst and anthropologist, he has researched the problem and offers an interesting and credible perspective. His book, X: The Experience When Business Meets Design, not only details why some companies kick ass in the experience department but also explains how the key to their success is understanding their customers on multiple levels. He outlines how customer experience is the new differentiator and how every business can make meaningful changes.

CustomerGauge: NPS and the Digital Transformation of CX

CustomerGauge: NPS and the Digital Transformation of CX

My hardline view about the digital transformation was changed when I came across a Forbes article written by Brian Solis called “Who Owns Digital Transformation? According To A New Survey, It’s Not The CIO”. In the article, he mentions the very same skepticism I had, but with an important distinction:

“The reality is though that pretty much every company is investing in digital transformation. The difference between them and companies paving the way forward comes down to whether or not change progresses holistically in a unified manner or through individual groups without the benefit of common vision.”

In Context: Fostering a better customer experience across the organization

In Context: Fostering a better customer experience across the organization

As Solis states, “each group inadvertently contributes to a disconnected approach to CX because they’re attempting to solve one part of the customer’s journey and experience from their silo. Yet, customers don’t see departments, they see one brand.” He defines CX this way: “it’s the sum of all engagements a customer has with your brand in every touchpoint, in each moment of truth, throughout the customer lifecycle.” I think he has it exactly right.

Travel Daily UK: WTM Conference set new record for attendees in 2016

Travel Daily UK: WTM Conference set new record for attendees in 2016

World Travel Market London 2016’s Conference and Event programme experienced a 5% increase, taking the number of attendees to a record of almost 19,000.
The conference and events programme included sessions on aviation, hospitality, sports tourism, technology, digital, wellness and responsible tourism and featured some of the biggest names in the industry… Industry expert Doug Lansky and digital futurist Brian Solis were the keynote speakers.

QuickBase: Business Professionals Sound Off on Digital Transformation

QuickBase: Business Professionals Sound Off on Digital Transformation

Why are marketers undertaking digital transformation more quickly than everyone else? Solis suggested it’s because they are leading the charge in technology investments to upgrade and build touch points that lead connected customers along a more productive journey. And customer experience has become a major strategic priority for organizations that wish to remain competitive.

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