In the Web 2.0 world, customer experience is the key differentiator between leaders and laggards. While the importance of delivering great experiences for customers is generally understood by most companies, executing well across all customer touch points is a challenge for most. Over the next few month, I’ll be collaborating with Grant Johnson, Chief Marketing Officer of Pegasystems, the leader in Business Process Management (BPM) and software for customer centricity, to facilitate discussions on this topic and explore:
- The role of the CMO in designing and managing desired experiences across all customer touch points and organizational silos
- How companies are addressing this critical issue and some worthy lessons learned
- How technology helps deliver more predictable and profitable customer experiences
Our first events will be in the Washington D.C. area on March 20 (CMO Club event page) and Philadelphia on March 21(CMO Club event page). If you are a marketing leader in either area, please join us for the conversation.
For those of you who can’t make it, I’d welcome your feedback by taking a short survey (about 5 minutes). Just click on this link: http://www.surveymonkey.com/s/Customer_Experiences. The findings of our research with be made available after PegaWorld in June.
In the meantime, I will periodically post some of our early insights here for your review and comment.