Marketers Worldwide See the Future Being Powered by Personalized Customer Experience

Marketers foresee personalized CX

The Path to 2020: Marketers Seize the Customer Experience was an Economist Intelligence Unit report, sponsored by Marketo. The report looked at a global survey of 499 CMOs and senior marketing executives from around the world, as well as in-depth interviews. The research examined which technologies and customer trends are expected to change the marketing industry the most in the coming years. The report found that 86% of marketers identified the end-to-end customer experience as being their prime goal by 2020, meaning that they will become responsible for the entire customer journey.

It goes on to cite the CMO at Marketo, Sanjay Dholakia, who thinks that the successful CMO will go on to earn an alternate title as CEO-but not chief executive officer- instead customer experience officer. The report goes through the checklist of owning the customer experience, from staying on top of multi-channels, learning to understand the customer along the customer journey, spreading information within a company rather than in silos, and understanding the ways in which customers expect to communicate.

Click here to read full blog.