A recent Forrester survey found that 88% of organisations agree that the CMO’s role has changed.
This piece says that with the evolution of consumer attitude towards brands, the CMOs role in shifting beyond marketing and branding to a more customer-centric approach. The Forrester report states that customer experience appeared as a common theme among 250 CMOs surveyed, and 26% of them had plans to make interactions “more human”.
CMOs must align all departments in the organisation, to create a unified marketing vision that is committed towards a customer-centric culture. Marketers should adopt a marketing strategy, that can create content in real-time based on feedback and continuously tell the brands story.
Salesforce CMO, Stephanie Buscemi, noted that content marketing is shifting to customer-powered content from brand-created content. This piece says that brands should collaborate with their customers to connect, engage and to build customer relationships and loyalty.
[6 minute read]