78% of organisations worldwide reported having different marketing outlooks and are re-prioritising metrics due to COVID-19.
The disruptions bought on by COVID-19 forced many marketers to set new priorities, implement new methods, and objectives. Marketers now are responsible for the entire customer engagement process, as the growth of digital has led marketers to adopt the customer experience (CX), according to Chris Jordan, of Salesforce ASEAN.
Linking funnel success to customer satisfaction can help marketers become valuable business partners, notes Jordan. The role of marketing has grown in importance since COVID-19, as sales and leadership teams resorted to marketing to connect and engage clients digitally.
However, as marketers strive to deliver seamless CX, offering simple and intuitive experiences is recommended to retain clients. According to Johan Buse, StarHub, marketers should comprehend data in real-time to offer consumers relevant CX.
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[5 minute read]