Data-Driven Decisioning Powers CX Forward
Data Deliverance Drives Toward Ideal CX for Customers, Employees
The CMO Council, in partnership with Hux by Deloitte Digital, is undertaking research into the key criteria for achieving ideal CX. The program will audit and assess how marketers view customer data’s role in both externally and internally facing CX strategies.
Specifically, the CMO Council will look at the development of aspects that relate to CX, such as customer data management and governance, analysis and reporting, and AI and machine learning. Research will also cover challenges on the road to ideal CX, such as siloed data, unclear strategy, and lacking the right skill sets and technology.
The goal is to understand marketing’s current maturity in leveraging data and progressing toward ideal CX, as well as how marketing leaders can close the gaps and accelerate their capabilities
“Ideal CX” is an urgent area of strategic focus and competitive advantage for marketers actively engaging customers and employees in a digital-first environment. Spurred by the pandemic, the race is on to leverage data to inform and deliver a personalized digital experience that delights people, calms anxieties, engenders trust, adapts to behavioral and market changes, and converts customers.
Topics to be addressed and explored include:
- Timeline to get to ideal CX for customers and employees
- Omnichannel CX
- Data acquisition, governance and measurement
- Real-time reporting capabilities
- Insights from advanced analytics
- Required skill sets
- Collaboration across the organization
- Current state of AI/ML capabilities
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