Ten CMO Insights on Customer Experience Adoption

Despite the torrid pace of CX software and services growth, the progress and impact of customer experience investments are often less clear at the organization level.   To provide insight on the adoption and progress of customer experience efforts, our firm conducted in-depth interviews with ten Chief Marketing/Experience Officers at large organizations in the Healthcare, Retail and B2B Services sectors.  Each interview addressed the scope and structure of customer experience efforts, as well as key business objectives, challenges and untapped opportunities.

Chief Marketing and Experience Officers interviewed included the following:

• Group VP, Customer Experience & Insights, Healthcare Solution Provider
• Chief Marketing Officer, Clinical Asset Management
• VP, Customer Experience, Regional Health System
• Chief Marketing Officer, Home Healthcare Provider
• Chief Marketing Officer, Retail Baked Goods
• SVP, Strategy, BD & Marketing, Transportation Services
• VP, Innovation & Insights, Food Service
• Chief Marketing Officer, SAAS Business Services
• SVP, Brands & Innovation, Heavy Equipment Services
• VP, Marketing & Customer Experience, Automotive Services

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