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REAL-TIME
CUSTOMER
INTELLIGENCE
FOR EXCEPTIONAL
EXPERIENCE
CMO Council Report
CRACKING TOMORROW'S CX CODE
TABLE OF CONTENTS
3 INTRODUCTION
CX STRATEGY NEEDS A MAKEOVER
KEY FINDINGS
5 SECTION 1 26 SECTION 2 38 SECTION 3
INTELLIGENT CX
MARKETERS WEIGH IN
DETAILED FINDINGS
Loyalty’s Lost Connection
Chasing CX Capabilities
EXPERT COMMENTARY
Marketer Survey
Consumer Survey
SAS: Jennifer Chase
Where Brands Fall Short
Does Lack of Privacy Erode Trust?
Hedging Bets on Privacy
Targeting in a Cookieless World
Is MarTech Holding You Back?
Race to the Apex: Hybrid CX
AI’s Rewarding Experiences
Vertical Variance
EXECUTIVE PERSPECTIVES
Globe Telecom: Aileen Burgos
AT&T: Alicia Dietsch
56 SECTION 4
SPONSORS & PARTNERS
FedEx: Salil Chari
Hitachi Vantara: Nav Thethi
P?zer: Serra Karaarslan
About CMO Council
About SAS
Mars Wrigley: Jelina Wan
SF Fire Credit Union: Josephine Chew
Standard Chartered Bank: Melissa Lim
Red Wing Shoe Company: Dave Schneider
? 2022 CMO Council All rights reserved.2 INTRODUCTION: CX STRATEGY NEEDS A MAKEOVER
CX STRATEGY NEEDS A MAKEOVER
It’s no secret that the last few years have upended the way
customers want to interact with companies. Digital engagem。。。以下略