Customer Experience
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Five Ways Digital Disruption Will Impact The Customer Experience

Five Ways Digital Disruption Will Impact The Customer Experience | Customer Experience | Scoop.it
Talk to CEOs and CMOs these days and ask them what they are most concerned about, and I bet you “disruption” is somewhere in the reply.
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The USTA Aces the Fan Experience - 1to1 Media

The USTA Aces the Fan Experience - 1to1 Media | Customer Experience | Scoop.it
The USTA Aces the Fan Experience
1to1 Media
She and her team will begin planning next year's event, analyzing fan data to figure out ways to evolve the fan experience in 2014, saying it's become close to a year-round project.
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The CMO-CIO Disconnect: Close the Gap, Improve Customer Experience - Accenture | #TheMarketingAutomationAlert

The CMO-CIO Disconnect: Close the Gap, Improve Customer Experience - Accenture | #TheMarketingAutomationAlert | Customer Experience | Scoop.it
Accenture Interactive’s CMO-CIO survey reveals how a disconnect between the two groups is hindering digital marketing and the customer experience.

 

Key excerpts...

 

Dig deeper, though, and CIOs feel a greater need for alignment. Nearly eight out of 10 agree that alignment is needed, compared to just over half of CMOs.

 

Worse, only one in 10 marketing and IT executives say collaboration is at the right level. Despite their growing understanding that they must be more closely aligned, CMOs and CIOs have a trust issue. Both functions focus on building other C-suite relationships before investing in the marketing-IT relationship. As a result, the two functions are disconnected in how technology should support and enable improved marketing performance.

 

Notably, CMOs expect much quicker turnaround and higher quality from IT, with a greater degree of flexibility in responding to market requirements. CMOs view the CIO organization as an execution and delivery arm at a time when they should consider IT as a strategic partner and involve CIOs when planning new marketing investments.

 

[F]ive imperatives emerge to build trust and improve alignment between the CMO and CIO functions:

Identify the CMO as the chief experience officer (CXO).Accept IT as a strategic partner with marketing, not just as a platform provider.Agree on key business levers for marketing and IT alignment, such as access to customer data vs. privacy and security.Change the skill mix to ensure that both organizations are more marketing- and tech-savvy.Develop trust by doing just that—trusting.
Via CYDigital
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CYDigital's curator insight, September 3, 2013 7:25 AM

I've expressed my thoughts on this many times: you MUST build the relationship with the IT organization, otherwise the CIO will usurp your position. The marketing function is becoming a technology driven discipline, and if you don't have the tech chops and you can't deal with the CIO and his/her minions, you're toast.


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Is Big Data Shrinking Customer Engagement? | Robert Hall

Is Big Data Shrinking Customer Engagement? | Robert Hall | Customer Experience | Scoop.it
The big question for customers regarding sharing information: Are providers demonstrating enough value and trust to warrant the risk and nuisance of more data and more engaged relationships?
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The importance of customer experience in a multichannel world

The importance of customer experience in a multichannel world | Customer Experience | Scoop.it
In order to succeed in a multichannel world dominated by a handful of major businesses and online market places, retailers need to work hard to differentiate themselves from the competition.
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Event Report: CRM Evolution 2013 – Seven Trends In The Return To Digital Business And Customer Centricity « A Software Insider's Point of View

Event Report: CRM Evolution 2013 – Seven Trends In The Return To Digital Business And Customer Centricity « A Software Insider's Point of View | Customer Experience | Scoop.it
MyPOV: Customer Experience is stop gap. Customer Centricity must be won at the board room. This requires leadership http://t.co/D7IJ6Bwfe0
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How to achieve customer-centricity - Banking Technology

How to achieve customer-centricity
Banking Technology
Sean Tomlinson Why are banks and insurers struggling to operate as true customer-centric organisations when they know great customer service is a crucial differentiator?
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