Program Overview

The Customer Experience Board

The Need to Become a Customer-Intuitive Enterprise (CiE)

The advent of cloud-based, AI-powered contact centers is transforming customer support into a more effective, efficient and differentiated customer engagement discipline, enabling a highly responsive, integrated and consistent brand experience across every channel of market interaction and service delivery.

Chief marketers now have the opportunity to deepen and leverage data and behavior-driven customer insights and relationships using social, mobile, web and instant messaging channels. They can also migrate to lower cost self-service models, improve feedback and listening, easily add scale and flexibility to customer handling, as well as derive more value and return from market interactions.

Giving customers more options to access help, advice, and assistance anywhere, anytime with the least amount of hassle is a new marketing imperative. Smart brands are using Gen AI technologies and digital media channels to promote valuable consumer-inspired content, form self-help communities, activate third-party problem resolution, as well as embrace new ways to acquire, retain and grow customer relationships. Using mobility in the cloud, CMOs can unify actionable customer data, obtain a real-time view of customer interactions, and immediately determine the success (or failure) of product adoption and use.

Centralizing and unifying market/customer data and extracting meaningful, actionable intelligence from vast volumes of transactional, behavioral, and attitudinal information requires ever-more tighter linkages with IT functional leaders and the C-suite. In addition, many marketers are tapping data flows from third-party sources for supplemental profiling of current customers and prospective buyers. All of which must be refined, adapted and integrated in real-time.

Chief marketers are in a position to lead the way when it comes to defining, driving and delivering on the model of a "Customer-Intuitive Enterprise" in today's digitally connected world. However, they are struggling with the never-ending pace of marketing technology change, customer engagement innovation, and new and more valuable flows of market-relevant, decision-support data.

They are faced with the need to be more adaptive, intuitive, and predictive in responding to customer needs and problems, as well as addressing revenue opportunities, reputational challenges, and competitive inroads.

CMOs must become the customer experience custodians and champions in the enterprise, working in tandem with their functional peers to realize the potential and value of a customer-centric culture at every level of the organization.

This requires a complete 360-degree view of the customer, understanding of the path-to-purchase, and knowledge of how well they reach, activate, monetize, retain and satisfy customers across rapidly evolving and more complex global markets and digital channels.

Research: Survey & Reports

Events and Webinars




Curated Facts & Stats

Sponsorship has become an essential element in the modern business landscape due to its ability to enhance brand visibility, build credibility, create emotional connections, access targeted market segments, and leverage networking opportunities.

Source: Faster Capital

More than ever, sponsorship expertise is shifting from agencies and rights holders to brands. Big properties are now building dedicated sponsorship teams and developing niche expertise.

Source: Elevent

Many event professionals understand the importance of putting on an event with sponsorships but still struggle with developing a strategic approach to securing sponsors.

Source: Stova

Sponsors need time to consider the opportunity, sell it internally, make a decision, plan leverage, and implement that leverage – all before you launch whatever it is you’re doing. Because it’s leverage that turns the opportunity you’re selling into the result they need.

Source: Power Sponsorship

While motorsports, golf, and baseball are known to draw an older demographic, all sports leagues are trying to renew their audiences to maintain viewership and commercial value.

Source: Elevent

The increasing prevalence of AI-generated information is likely to drive a significant change in how consumers seek out information. Traditional search engines like Google may see a decline in user traffic as consumers pivot more and more toward embracing AI tools such as ChatGPT to answer their questions. This shift signifies a growing trust in artificial intelligence to curate and deliver relevant content.

Source: WSI World

In 2024, the continual rise of smart speakers and voice assistants will reshape how businesses prioritize voice search optimization. A game changer on the horizon is the concept of Search Generative Experience (SGE). This shift will enable a seamless exchange of information, allowing users to engage in natural conversations with search engines as if they were interacting with a knowledgeable assistant.

Source: WSI World

The Rise Of Intelligent Machines: In 2024, artificial intelligence (AI) is a part of everyday life and virtually no industry or aspect of our lives is untouched by it. In truth, no one knows where the AI revolution will take us as a society or as a species, but our actions in 2024 will be critical to setting us on a path that leads to a happy outcome.

Source: Bernard Marr/Forbes

The gap between generations in terms of wealth and property ownership will continue to drive global and social change in 2024. According to research conducted in 2023, the median wealth of millennials (born early eighties to late nineties) is less than half that of baby boomers (born mid-fifties to mid-sixties) at the same age.

Source: Bernard Marr/Forbes

Macroeconomic trends, first-party data and the influence of artificial intelligence will all be instrumental for marketers next year.

Source: Marketing Week


Curated Reading

Program Themes

  • CX Strategy
  • Customer Experience
  • Customer Behavior
  • Customer Insights