Panel Discussion: Embrace CX Disruption and Lead Change From Within
Hear from Ekta Chopra, chief digital officer at e.l.f. Beauty, Carrie Tharp, vice president, retail and consumer at Google Cloud, and Elizabeth Shaw, strategist, and CMO Advisor, as they discuss why marketers must unify external and internal silos to create a CX-centric organization
Nearly a decade of digital transformation has been compressed into the past 12 months. Drastic shifts in consumer needs, behaviors, and preferences have upended business models across all industries—and many brands have failed to adapt.
Customer experience (CX) is now the determining factor on whether a brand thrives or ceases to exist in 2021 and beyond. Research from the American Consumer Satisfaction Index (ACSi) has shown that CX-leaders outperform competitors by 400%, while CX-laggards fall further behind.
While transforming a CX-centric brand takes the entire organization, it will be led by today’s marketers. In fact, according to McKinsey & Co., over 80% of CEOs expect CX growth to come from the marketing teams, which means marketing leaders need to think differently than they have in the past. Their scope covers every touchpoint and experience across the full customer lifecycle.
Watch this webinar and learn:
- What CEOs expect from their CMOs in 2021, and how expectations have changed
- How CMOs can plan for common initiatives like merging of channels, platform convergence, and tighter customer connections
- Tips on how to build a CX-centric culture, team, and operating model
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