Program Overview

The Customer Experience Board

The Customer Experience Board addresses the critical need for organizations to optimize, connect and fully monetize the customer experience.

The Customer Experience Board is addressing the critical need for communications service providers to optimize customer experience and heighten retention in a highly convergent, competitive, and demanding customer market.

The Customer Experience Board (CEB) brings together concerned marketers from leading service provider organizations and their partners worldwide to interact and engage, as well as promote best practice adoption, in this critical area of business performance. The CEB is a dedicated knowledge center and think tank focused on benchmark studies, audits and competency assessments, content aggregation, report publication and syndication, peer-to-peer interactions, best practice development, vertical industry analytics, and global models and frameworks for integrated customer experience management.

Research: Survey & Reports

Report

Optimizing Outcomes In Media Marketing

Much is riding on your media marketing and advertising strategy. Driving sales, mostly. Brand loyalty and customer experience, too. CMOs really need to get this right. The problem is that the media landscape, chock full of digital channels, has become wildly unpredictable.  Today’s CMO must be incredibly agile in order to successful navigate this environment. They have to be able to learn quickly and pivot fast when things aren’t going to plan. They need to make smart decisions based on data, not only gut hunches. Unfortunately, most have a long way to go. Our study found th More

Report

Cracking Tomorrow’s CX Code

It’s no secret that the last few years have upended the way customers want to interact with companies. Digital engagement has led to higher customer expectations, bigger demands and about a million more choices if one brand doesn’t delive ... More

Report

Humanize + Optimize The Way You Recognize Every Customer + Contact

Improving digital customer experience (DCX) is now a crucial business issue for brands. Consumers have flocked to digital channels since the start of the pandemic. Too often, they have encounted experiences that don’t satisfy, causing many to a ... More

Whitepaper

Why Customer Service Is The New Marketing

The customer journey is no longer a linear funnel. With so much noise and endless distractions, marketers need to foster real, human connections. New research from Acquire finds that customer service is the new key to effective marketing, loyalty, ac ... More

Report

Data-Driven Decisioning Powers CX Forward

What’s involved in achieving ideal CX and AI? This report details where the challenges lie in both technology and talent and what steps organizations should take to overcome them.  ... More

Report

Humanizing and Analyzing Relationships To Drive Revenue, Retention And Returns

Re-thinking an old marketing metric — customer lifetime value (LTV) — can help close the gap between marketing efforts and financial outcomes. ... More

Report

How Covid Has Changed The Channels Of Engagement

Consumers across generations and geographies are moving to digital channels, and running into all sorts of problems. Now 73% of frustrated consumers are considering spending their dollars elsewhere. Brands need to get ahead of this before it’s ... More

Report

Forging the Future of Customer Experience

Marketing leaders learn how to start cleaning up the data house, integrate customer data, scale customer insights, turn insights into action, and build the customer-experience culture. ... More

Report

Critical Channels of Choice

Omnichannel IS the critical channel of choice. No matter what the generation, from Gen X all the way to the Silent Generation, consumers want a blend of both digital and physical channel experiences. Yet only 13 percent of consumers believe that bran ... More

Report Cover for Customer Experience Dynamics
Report

Customer Experience Dynamics

According to a study by the Chief Marketing Officer (CMO) Council—conducted in partnership with SAP Customer Experience and SellingPower magazine—customer experience (CX) lacks coordinated, centralized leadership in most enterprises. ... More

Report

Getting Serious About Omni-Channel Experience

Today’s omni-channel consumer expects a seamless journey across both physical and digital channels. Personalization and real-time, always on experiences are a core demand for consumers who expect that each and every experience delivers value to ... More

The Customer In Context Report Cover
Report

The Customer in Context

The findings of this survey of more than 2,000 consumers—conducted in partnership with SAP Customer Experience— reveals that customer experience is more critical than ever as consumers will abandon a brand and take their money elsewhere i ... More

Whitepaper

Omnichannel's Missing Link

According to the findings from this CMO Council study, conducted in partnership with digital marketing intelligence company Netsertive, the strength of the entire omnichannel experience may lie in the last mile of the journey, where customers are cho ... More

Report

Gaining Traction Through Each Customer Interaction

Despite marketing’s best intentions and desire to deliver on the promise of customer centricity, many of us are stymied by gaps and deficiencies across the people, processes and platforms that are powering our customer interactions. In fact, in ... More

Whitepaper

Making Personalization Possible

Clicks, views, posts, shares and visits have taken a back seat to acquisition, retention and revenue growth as core measures of customer experience and engagement success, reports the Chief Marketing Officer (CMO) Council. According to a new study co ... More

Report

Context, Commerce + Customer

This report, based on the findings from an online audit of more than 170 senior marketing leaders from around the world in the first half of 2016, examines how disconnects and deficiencies are impacting experience and how analytics and customer insig ... More

Report

Maximize How You Individualize

Digital engagement has flourished in Asia, now home to more than 40 percent of the world’s Internet population. Social media, as a key example, has grown at the rate of 10 million new registered users per month. However, most critical to brands ... More

Report

Mastering Adaptive Customer Engagements

How customer-centric is your organization? Better yet, how customer-centric do your customers believe your organization is? The answers may surprise you. According to new research by the Chief Marketing Officer (CMO) Council, only 14 percent of marke ... More

Events and Webinars On Demand

Webinars On Demand

How to Turbocharge Hyper-Personalized CX

Infographics

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Curated Facts & Stats

Aug 2023

Shopping habits of the younger cohort differ significantly from baby boomers. Approximately 37% of Gen Z consumers allowed tracking in order to see more relevant advertising, with the remaining 43% opting out. For baby boomers, the vast majority opted out.

Source: Marketingdive.com
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Program Themes

  • CX Mapping
  • Customer Satisfaction
  • CX Strategy
  • CX Trends
  • CX Technologies
  • Customer Behavior
  • Customer Insights
  • Customer Engagement

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