Best Practices to Exceed Expectations
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About sponsor
As market leader in enterprise application software, SAP (NYSE: SAP) helps companies of all sizes and industries run better. From back office to boardroom, warehouse to storefront, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable more than 238,000 customers to operate profitably, adapt continuously, and grow sustainably. For more information, visit www.sap.com.
As part of the CMO Council’s ongoing investigation into the evolution of the customer experience (CX), this program focuses on the critical next steps forward as brands take advantage of recent technology investments and start advancing strategies in analytics, experience and customer journeys. This initiative examines issues ranging from the technology frustrations marketers are managing to the new data, intelligence and engagement strategies marketers and commerce executives must master in order to truly tap into the power of contextual experiences. In this age of the totally connected customer, senior marketers must turn to new best practices and strategies to deliver customer engagements and experiences that are intentionally developed, deployed, measured, monitored and fully monetized to encourage commerce and connection. Today’s marketers must look beyond automation and toward context.
This global initiative reviews the requirements of today’s marketing and commerce landscape to understand the mindsets, technologies and strategies that organizations must adopt to better meet customer demands for always-on, always-accessible commerce, service and support. It examines how operational disconnects and deficiencies impact experience and the resultant loss in revenue, margin, reputation and brand equity. It also shines a light on the value and benefits of using big data analytics and customer insights to create a more relevant, personalized and gratifying experience. Going beyond a review of big data, this initiative explores key issues around data management across the organization and turning those points of insight into contextual experiences through individualized personalization.
Most importantly, this program looks to capture the realities of automation and technology provisioning on the modern marketing and commerce organizations, including the impact that potential gaps in technologies have on the business. Through research and executive dialogues, this program will provide decision makers with access to experts, peers and inspiration to catalyze change within their own organizations as senior leaders seek inspiration and justification to press forward with scaling and accelerating the return on customer experience and technology investments.
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Beyond Net Promoter Score: The Evolution of Customer Experience Metrics - Gartner
Dimensional Marketing: New rules for the digital age - Deliotte University Press
March 2016 - Leveraging Techonology to Improve Customer Experience and Marketing and Sales - CIO Review
March 2016 - Omni/Multi/Cross-Channel Marketing: The Evolution of the Customer Experience - CMO.com
March 2016 - What Customer Experience Does--And Doesn't--Mean - CMO.com
February 2016 - How to Connect Customer Journeys From Research to Purchase - Marketing Week
February 2016 - In Retail, It's "The Year of the Customer" - Marketing Land
February 2016 - Quantifying the Customer Experience - CMSWire
January 2016 - Customer Experience Requires Commitment, Not Compliance - CMO.com
January 2016 - Most marketers can't predict the customer journey and admit they aren't maximizing revenue - VentureBeat
January 2016 - What the 2015 Holiday Season's 3 Biggest E-Commerce Surprises Mean for Marketers in 2016 - Marketing Land
December 2015 - Context Marketing is the New Content Marketing: Are You Ready? - Business2Community
October 2015 - 5 Ways to Engage Customers Using Personalized Marketing - Forbes
October 2015 - Don't Forget the Customer in Customer Journey Mapping - CMO.com
February 2015 - Do You Really Understand How Your Business Customers Buy? - McKinsey & Company
4 Attributes of a Frictionless Customer Experience - LinkedIn
Customer Experience 2020: Mobile, Voice, Social and Contextual - LinkedIn
Using Big Data for Customer-centric Marketing - LinkedIn
3 customer behavior analytics opportunities to watch - IBM
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How Messaging Apps Are Poised to Transform Ecommerce - EcommerceBytes.com
Preditive Marketing: Easy Ways Every Marketer Can Use Customer Analytics and Big Data - Omer Artun and Dominique Levin
Customer Experience Management: A Revolutionary Approach to Connecting with Custoners - Bernd Schmitt
Big Data Analytics and the Future of Marketing and Sales - McKinsey Chief Marketing & Sales Officer Forum
Connect: How to Use Data and Experience Marketing to Create Lifetime Customers - Lars Birkholm Petersen, Ron Person, Christopher Nash
