How are you navigating sales and marketing’s monster pivot to the digital buyer?
Dinner Dialogues provide an intimate setting for marketing executives to gather and discuss key challenges and developments in the marketing role. Upcoming Events
Our webinars feature experts from well-renowned brands across all industries, who discuss their best practices across a wide range of topics. Upcoming Webinars
Advisory boards gather in North America, Latin America, Asia-Pacific, Africa, Europe, the Middle East and India to discuss developments in each region. Upcoming Board Meetings
How are you navigating sales and marketing’s monster pivot to the digital buyer?
Don't be data insecure. Register now to learn how to use data to drive impactful data transformation and actionable business outcomes!
Learn how transformation leaders are leveraging new tools and technologies to aggregate, analyze and action on insights to drive operational efficiencies.
Are you evolving with the times? Register now to ensure you don't get left behind
Do you have the complete picture or, are you missing a piece of the puzzle?
Are you ready to get ahead? The best data marketers excel at assessing always-on insights, closing the gap from data to action, and creating adaptable and agile data systems. Speed and agility wins
Are you confident in your current CX strategy? If not, this webinar is for you!
Is your AI working for you or against you?
Are you ready to understand how Marketing and Procurement Raise ROMI?
Digital marketers, do you feel like you're seeing the fruits of your labor?
Are you ready to return to in person events?
Join Industry leaders to learn how to build the CEO’s trust and win digital transformation leadership.
Don't go into 2022 without figuring out how to personalize your customers AI experience
CMO's are taking bets on MarTech, are you hitting or folding?
How are your MarTech resources...are you spending wisely?
How are your MarTech resources...are you spending wisely?
Are you ready to analyze how you verify?
How to deliver great experiences through contextual interactions
Are you looking to improve CMO-CIO relationships?
Social media is shaking up the advertising game in 2021, are you reacting or thriving?
Change is inevitable in marketing, and big changes are happening. Are you ready to pivot or get left behind?
Are you feeling left out of the data revolution? Register now to learn how you can keep your company from being left in the dust.
Advanced email analytics is taking the marketing game to a whole new level….are you in?
Join us for a panel discussion on how to use real-time competitive social advertising intelligence to pivot strategy and outsmart the competition
As a CMO the first 100 days are critical to the rest of your career...do you have the tools to be successful?
Learn how one airline company fast tracked its consumer expectations into the future with CX innovation.
Discover how major brands agencies use creative intelligence to optimize creative and content performance across their campaigns.
Discover what marketers need to survive and thrive in this new digital reality and how to navigate the customer journey.
Discover why MarTech benefits both marketers and comms pros and how it leads to a more cohesive relationship through shared analytics, metrics and tools.
Discover how building stronger customer relationships can pay off in real measurable revenue for marketers.
Uncover how to leverage newer technologies such as AMP (Accelerated Mobile Pages) to drive more engaging, interactive and actionable experiences through email.
Explore the opportunities and challenges of delivering seamless omnichannel experiences, the rise of digital channels, and the role of traditional channels within the marketing mix.
Discover how intelligent virtual assistants can help alleviate stress on your workforce and budget while increaing sales-ready leads and generating more pipeline.
Explore survey and report findings on ways to realign marketing and communication strategies for consistent, effective brand messaging.
Delve into how to obtain the highest returns from overall marketing campagin spend and how to better manage spend across the portfolio.
Learn how to develop management programs that deliver the best outcomes and ways to maintain an efficient agency management.
Explore how to get the most out of your existing content, and how to create future content efficiently and cost effectively.
Learn how to obtain the greatest return possible for your martech investment and how to increase its performance.
This webinar will explore the truth about earned media attribution. Learn what you can realistically expect today. Understand where the big holes lie and what to do about them.
This webcast will dive into ways to pinpoint detrimental marketing pitfalls and learn ways how to best avoid them.
Let's investigate Content ROI issues by asking one foundational question: Can content be better used as an opportunity spotter than opportunity indicator?
Is now the moment the CMO must adopt the mantle of Champion of Trust, or should securing brand trust be left to others to advance?
Are marketers truly delivering on omnichannel experiences? Or are we substituting digital-only strategies and overlooking the blend that consumers actually expect and prefer?
Join our webinar with Microsoft as we explore new ideas to meet the experience of tomorrow's customer.
Join our webinar with Microsoft on the key digital trends that will shape how we work, analyze and engage.
Join our webinar with Microsoft as we discuss and share best practices around turning transformation from aspiration to application to profitable realization.
Marketers and customer voice experts will share reactions and prescriptions to analyze and apply customer voice to power better relationships with their customers.
Join us as we host a one-hour webinar on how companies can maximize the impact of their video investments.
Join us as we explore how the shift toward the customer has necessitated innovation across data, analytics and holistic operations.
Join us as we look into how Microsoft leverages social media to build relationships with its audience.
How can marketing be made human again and when did we forget how to build real relationships with real, live human beings?
Join us as we debate and discuss where and how data-rich engagements, including email, have shifted and transformed strategies.
Join us as we look into how Microsoft's transfomation fostered a culture of market-centric and customer-centric innovation to advance the organization.
Join us as we host a one-hour webinar to explore the challenges organizations face as they look to deliver consistent and personalized engagements across touchpoints.
Join us as we explore the key issues, needs and challenges around advancing and optimizing revenue opportunities through digital engagements.
Join the CMO Council, in partnership with Microsoft, as we discuss what makes a good customer experience.
Join Liz Miller, CMO Council, Cindy Vandecasteel, NGDATA and Jeroen Bronselaer, Telenet, as they share their own experiences in transforming a brand with customer-centric marketing.
Join Mary Anne Hensley, from the CMO Council, John Timmerman, Global Industry Evangelist at Teradata, and Peter Francis, Vice President Digital Growth and Acquisition at T-Mobile on November 16 at 1pm EST.
Join us as we discuss the latest trends, from the API economy to the real opportunity of cognitive computing being applied to the marketing engagement engine.
Join CMO Council, Teradata and N Brown Group (JD Williams) in part 2 of our webinar series to hear how organizations can enhance the customer experience.
Join us as we discuss the steps that marketers can take to better inform and influence the customer journey.
Join us as we discuss how brands are evolving email strategy to advance the customer experience.
Join us as we discuss what cognitive computing is, what it is not, and how it is poised to fundamentally change how marketing teams work.
Join Liz Miller, VP of Marketing, CMO Council, as she gets to know Maria Winans, CMO, IBM Watson Customer Engagement next week at 11AM PST/2PM EST.
Although brands strive to deliver exceptional, connected, contextual experiences to their customer, marketers admit there are significant challenges in meeting customer expectations.
Join us to learn industry insights and next best actions for marketing executives looking to overcome roadblocks that prevent organizations from capitalizing on profitable omni-channel efforts.
The new mandates and opportunities to be gained through social data.
Aligning Campaigns, Content and the Customer for Exceptional Experiences
Establishing and Implementing a Customer Data Platform to Get Moving Forward
Best Practices for Telecom, Media and Entertainment Industries
How to transform the customer experience and meet the needs of today’s customer
Savvy digital marketing leaders are connecting online and mobile experiences directly to calls and conversions that drive the bottom line.
New strategies are developed in an effort to boost the bottom line. But even the best-laid plans get sidetracked.
Winning hearts and minds is a continuing challenge for marketers seeking to connect with consumers on an emotional, cultural or behavioral level.
In today's expanding marketing landscape, the chief marketing officer is faced with sheer chaos that must be tamed for better business.
For today’s digitally demanding customer, a rich, personalized customer experience is quite simply the cost of doing business. It is no longer a differentiator, but the standard. It is a journey defined by the customer, who is setting a new pace in an intensely personal race that, in their mind, only involves one runner. This leaves leading marketers to question where and how the next great evolution will happen…and whether their organizations are set up to leap ahead of the curve. Are they set up to thrive, or will they become irrelevant and eventually obsolete?
Agility becomes a key denominator in this new marketing equation. With customer knowledge dispersed across systems of records, insights, interactions and an array of new sources of data, organizations need the business agility to be able to leverage insight from these disparate sources of information. This also requires the ability for the entire customer experience to be optimized—not just the deployment of campaigns—so that opportunities can be captured faster in order to beat out rivals also looking to connect through revitalized customer experience strategies.
Beyond automation, campaign deployment and even lead generation and opportunity capture, marketing needs a new toolkit. The systems and strategies that will be required to effectively deploy them will also demand new questions: Can relevant stakeholders across sales, service and marketing leverage all of the data available to the organization? Does the front line know everything there is to know about the customer? What strategies, linkages and alignments will help make sales and marketing smarter? How can marketing deliver tangible business value in weeks and have the agility needed to support long-term change at the speed of business?
We will also be joined by Pitney Bowes’ Jeff Goldberg, Product Marketing Lead for Customer Information Management, who will share an expert perspective around creation of a digital marketing record for increasing conversion rates and improving marketing communications overall.
In 2007, the CMO Council embarked on a study to track how senior marketers were embracing the customer in real-time, personalized engagements—were we realizing the goal of “right message, right time, right channel” in our communications? At that time, 47 percent of marketing respondents felt they did not have a full view into the profitability of a customer, including access to customer lifetime value insights. Some 60 percent indicated that they planned on looking at personalization as a key route to maximizing customer revenue, and when asked what could hold back their plans, the majority indicated they did not have the analytics, insights or predictive technologies needed to effectively leverage data to personalize experiences.
Eight years later, many marketers feel they are in the same position, struggling to optimize the customer journey using real-time insights and intelligence that enable them to craft robust customer experiences where revenue (and not engagement metrics, like clicks or views) is the goal.
While marketers are still looking to power experiences with personalization and relevance, customers are in a very different space than in 2007. The expectations for service—from self-service to always-available personal or face-to-face service—continue to increase rapidly as customers are not willing to wait for answers or resolutions to issues. Our customers are also being offered new and often more compelling options from new contenders and disruptors…and even worse, despite years of loyalty building, customers are even more willing to leave the brand fold in favor of experiences and service options that can overshadow pricing and promotions. Customers are not just wanting to be known and heard; they are demanding it.
So how are leading marketers predicting where and how customers will react along their engagement journeys? Are there new, harder and more pointed questions that marketers must ask of their own customer experience strategies to better shift to the expectations of the customer? Are we too focused on campaign success while ignoring customer success? How do we know if the customer experience we have developed is actually aligning with the customer’s mindset, behavior and expectations? Have we really thought about the customer first?
To address some of these issues and better understand how real-time marketing decisions are directly impacting customer engagement in this age of “un-marketing,” the CMO Council, in partnership with Pegasystems, will present a strategic overview of how marketers are feeding the always-on marketing brain. Gone are the strategies that simply look to maximize campaign engagements as they are being replaced by customer journeys that traverse acquisition, retention and advocacy to maximize customer lifetime value.
- Liz Miller, SVP Marketing - CMO Council
- Rob Walker, PhD, Vice President of Decision Management - Pegasystems
- Josh Kruter, SVP, Digital Product - Clear Channel
Contextomy happens when we quote something out of context in a way that distorts the intended meaning of the content. In the late 1990s, quotes were used out of context in movie posters; critics were quoted as saying “It’s terrific!” when they really said, “It’s a terrific waste of time!” Today “contextomy” has lost meaning.
In the data-laced marketing world, buzzwords like “big data” and “content marketing” reign supreme. It’s time to reexamine the concept. For marketers, contextomy happens most frequently when we seek to engage with the customer using incorrect or misplaced assumptions about customer behavior. To deliver truly personalized experiences with customers, marketers must deploy new, more intelligent customer engagements that take content and context into account. Context doesn’t come from loose data indicators; rather, it comes from understanding who each customer is, as well as customers’ past, present and likely future behavior. Context also comes from understanding customer channels, timing and environment. Marketers must remember to do this at scale.
Customers expect relevance and connection with the brands they choose. There is a new social contract between brands and buyers based on the use of customer data to enhance the user’s experience. This makes the experience more personal and delivers contextual value to the individual customer’s life—not the lives of people who are similar to them. This can have one of two outcomes: a terrific customer experience or a terrific waste of time. Not understanding the difference will have a direct and possibly negative impact on commerce and engagement.
To explore marketing’s mandate to better identify, understand and engage with today’s customers in a rich, contextual and real-time manner, the CMO Council, in partnership with SAP, will host a one-hour interactive webcast to join brand leaders to discuss and debate where and how context, content and the customer must converge in today’s commerce journey.
Liz Miller, SVP Marketing- CMO Council
Bernard Chung, Sr Director, Global Solution Marketing- SAP
JP Kuehlwein, Executive Vice President - Frederic Fekkai
Gerald Youngblood, Director of Worldwide Channel Marketing - AMD
In today’s digital economy, the marketing landscape is undergoing transformational change. Innovative startups launched just a few years ago have now skyrocketed into major brands. Delivering on the true promise of SaaS and the cloud, these innovative companies are at the forefront of a major disruptive wave, changing the fundamental way that consumers purchase and experience everyday products and services.
Whether currently engaging in online commerce or contemplating such a move in the future, successful CMOs are realizing that their customers want a personalized, frictionless purchasing experience. Consumers seek agile interactions, painless fulfillment, and a memorable experience. CMOs are increasingly embracing a new priority: Identifying new and recurring revenue opportunities and optimizing the consumer experience to maximize customer lifetime value. The good news is that the global digital consumer is ready to spend. According to analyst firm Ovum, global consumer spend on digital content will increase from $76 billion in 2013 to $145 billion in 2018, doubling in a short five-year span.
Working in lockstep with CFOs, successful CMOs are implementing new strategies to price products and services, bill customers, offer seamless payment facilities, create new opportunities to retain customers, and grow recurring revenue streams – all while defining new business metrics to measure success in terms of customer lifetime value. They team with product management to identify new opportunities and even new products that meet their customers’ growing expectations for innovation, engagement and relevance.
To address these new mandates for digital marketing, monetization, and frictionless commerce and experience, the CMO Council will be hosting an online webcast to discuss and debate the realities of transforming organizations, strategies and revenue models and developing winning strategies to successfully navigate the online revenue maze. Vindicia, a subscription billing and recurring revenue leader that is driving the pace of the digital economy, will share expert perspectives, along with key questions that marketers must consider when building new digital revenue models.
Some of the key questions to be addressed include:
It is easy for marketing executives to feel we have been pushed into a defensive position, being asked (nay, mandated) to prove return on every marketing dollar spent. Yet in today’s age of big data, automation, social and digital, the potential we see in new strategies and tools is often laced with more hype than reality. This letdown has only heightened this defensive posture and led to the need for new forward-moving strategies that track to real action and revenue, not just the potential for return.
According to a CMO Council study titled “Mastering Adaptive Customer Engagements,” only 10 percent of senior marketing leaders are highly confident in their ability to leverage data to create exceptional experiences for their customers. A lack of data is also not to blame for this skepticism, according to 48 percent of respondents. So what is slowing our performance and ability to truly advance the organization and boost revenue? What could marketing achieve if less time was spent justifying past performance and more time was spent achieving growth and driving revenue?
It is time for a shift from a defensive posture to one that is decidedly proactive, targeted and intelligence- and offense-driven. It is time for a shift in how marketing thinks about data and how we leverage data for customer revenue optimization. Leading CMOs are moving far beyond the single-view metrics of campaign performance as justification of marketing ROI, turning away from “rearview mirror” metrics and instead looking for those actionable data insights that directly impact the business. This shift in thinking has been intentional and directed to aligning data and intelligence strategies with business performance goals and real revenue accountability to the organization.
This conversation is, at its core, about shifting the data mindset from asking “why” into a process of tapping into relevant streams of intelligence to start asking “how,” with the express purpose of accelerating revenue growth. To help make this shift, the CMO Council is hosting a series of engagements in partnership with Quantifind—both live and virtual—to start this dialogue.
Key topics to be addressed in the CMO Council’s webinar include:
Liz Miller, SVP Marketing- CMO Council
Thom Kozik, VP of Loyalty- Marriott
Rob Roy, GVP of eCommerce & Interactive Marketing- Time Warner Cable
Ari Tuchman, CEO and Founder- Quantifind
Join the CMO Council, in partnership with IBM, as we explore these new priorities and the required to-do list for the senior-level marketer. This one-hour webcast will focus on these changing priorities and how industry leaders are shaping their own strategies, teams and businesses for future success.
Join the CMO Council as we bid farewell to the campaign-driven mindset of marketing of the past, and say hello to the new mandates and expectations for the connected customer experience. We will hear about new research from SDL, who surveyed millennials in the U.S. between the ages of 18 and 36 to gain insights into how customer experience expectations will place new demands on marketers hoping to connect with this customer of the future. Paige O'Neill from SDL will present “Five Truths for Future Marketers,” including compelling data that proves that “Campaigns Are Extinct.”
We will also be joined by two leading brand marketers, who will share their own insights and journeys through the customer experience evolution as they guide their own organizations through the shifting needs and requirements of both today’s and tomorrow’s customers.
Join the CMO Council as we explore the new requirements being placed on the modern marketer, and how these business imperatives have intrinsically shifted the customer experience strategy.
During this hour-long interactive webcast you'll gain real-world insights from experts in customer experience management as well as leading edge marketers making shifts in how they champion customer centricity in their own organizations. We'll take a look at the importance of actionable data, the new sentiments of both the btob and btoc mobile-dependent buyer, and how to architect a successful, comprehensive customer experience strategy.
Speakers: Madhur Aggarwal (SAP), Rick Chavie (Hybris), John Dragoon (Houghton Mifflin Harcourt), Matt Leopold (SCA), Liz Miller (CMO Council), Susie Sapsara (MSA)
Join the CMO Council as we invite industry leaders to share how their commerce-focused engagement strategies have transformed into Customer-to-Business led strategies that deliver highly relevant and seamless state-of-the-art interactions across the channel of their customer's choosing. To register, click here.
Join the CMO Council and senior members of our global advisory board as they discuss and debate the evolution of the CMO, looking into marketing in 2018.
As marketers look to elevate thinking, engagements and ideals beyond catch phrases and buzz words, how can we tell where and how true innovation can be bubbled up from within our organizations. Join the CMO Council as we discuss Innovation and what it really means.
A new trend has emerged as boxes of curated goods have started piling up in front of doors across the country. From pet products like Bark Box, beauty products in Glossybox, organic products in BlissMoBox, to celebrity-curated goodies in Fancy Box, these monthly subscription, curated product packages seem to be all the rage. In reality, subscription services and recurring revenue billing structures are nothing new. From how consumers pay their phone bills to buy treats for their pets, today's time conscious consumer has made optimizing the customer experience from first purchase to payment to repurchase a necessity.
Join us for a one-hour interactive, online webcast in which The CMO Council and BPI Network will explore this conversation around the realities of recurring revenue models and how leading brands are advancing customer experience through customer revenue optimization models.
Recently published research tells us that 59% of consumers in Asia will comment about brands online, and globally more than 86% of customers are willing to pay more for a better customer experience. Like never before, customers are expecting brands to deliver consistent customer experiences regardless of channel. The question becomes: Are brands across Asia-Pacific and Japan ready to deliver? And what is the consequence for inaction?
Join us for a one-hour interactive, online webcast in which The CMO Council will share an exclusive sneak peek into key findings from a 40-point benchmark of the state of customer experience across Asia- Pacific and Japan. The CMO Council has gathered a panel of regional marketing leaders to discuss the findings of the upcoming study and share first-hand accounts of how customer experience optimization and management have changed their marketing strategies into a more comprehensive, connected, profitable engagement.
Audience members will be encouraged to submit questions, challenge thinking and get involved in the ongoing discussion around developing innovative marketing strategies to further impact revenue through advancing customer experience and engagement.
Given the significant shift and re-allocation of marketing dollars into online, mobile, social and interactive digital media channels, there is a significant need for senior marketers to better understand online performance and effectiveness measures, the relevance and value of online marketing programs, and the impact of return and spend through enhanced online metrics and analytics.