Program Details

The New Rules of Engagement

Sponsors and Partners:

Sponsors and Partners:


Customers—and their expectations for relevant exchanges and experiences with the brands they do business with—have forever changed the rules of engagement. To better understand the new mandates and realities that marketers face when engaging with today’s digitally connected customers, the CMO Council, in partnership with Bazaarvoice, has launched a thought leadership initiative aimed to understand both marketer and customer positions around the customer journey, customer loyalty and the insights needed to exceed expectations.

Among the topics to be covered in this research are:

  • The channels, campaigns and tactics that are being deployed by marketing decision makers in an effort to influence shopping decisions and deepen customer loyalty, advocacy and trust
  • The channels and media mix being used by brands that most effectively reach and engage customers—from the customer’s point of view—as well as what influences their buying decisions and what misses the mark
  • The points of intelligence and insights that can aid marketers in establishing robust journeys, vetting and testing creative, and confirming customer experience strategies
  • Trends in technology, from personalization to ad blocking, that are impacting the development of effective marketing strategies and customer journeys
  • Where and how customers are delivering voice and customer-generated queues…and how marketers are understanding and accessing these signals as customers rewrite their own rules of engagement

Research: Survey & Reports


Curated Facts & Stats

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

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

When asked about overall coupon usage, 92% of respondents reported using coupons in the past year for purchases.


62 percent of Americans say they print online coupons.


56 percent of consumers report visiting a brick-and-mortar store after receiving a deal or offer on their mobile device when they were near the store.


More than 80 percent of consumers in a survey reported signing up for email offers specifically to receive discounts.


Almost 60 percent of consumers in a study were unlikely or very unlikely to return to a business they had experienced poor customer service from, even if a trusted friend said the service had improved.


Executives have noticed: 81% percent of CxOs anticipate more digital interaction with customers by 2020, and 66% expect more focus on customers as individuals.


53% of marketers don't have the data to personalize content at all.


52% of consumers polled like it when customer service is personalized to them and their interests.



Curated Reading

Program Themes

  • Customer Behavior
  • Customer Insights