CMO Whitepapers
Now in its second year, CMO’s State of CX Leadership report is an annual research initiative gauging the state of customer experience leadership and ownership across A/NZ organisations today, both in terms of functional role and structure, as well as position and influence within the business.
In this latest report, we explore the data, technology and operational imperatives CX leaders are focused on; which functional and business leaders are actually responsible for CX management and the functions they oversee; evolving metrics and measures used to understand and improve CX; technologies on the purchasing list; CX skills development; how CX leaders are fostering relationship with marketing; and much more. This year's edition of the State of CX Leadership report is brought to you by Optimizely.
This whitepaper details how analytics and customer lifecycle management applications help improve the consumer experience.Look at why the insurance industry has operated the same way since its inception after the great fire of London – but ecommerce has disrupted that business model, how a world wide web of choices is shifting the balance of power and how Next Generation insurers will succeed by moving from policy-centric to customer-centric approaches for solicitation, up-selling, cross-selling and customer retention.
In the 7th edition of the Digital Transformation Review, we hear insights from industry leaders on their experience with the digital disruption phenomenon. Find out: the answers to the key questions that organisations need to know, how to ‘win’ when responding to digital disruption and why you need to have a strategic plan, plus, insights from 8 of the top digital marketers sharing how they've successfully adapted and innovated new methods.