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TECH SUPPLIER Apr 2018 - IDC Survey - Doc # US43746218

Marketing's Readiness for Customer Experience Leadership: Findings from the 2018 CMO Advisory Barometer Survey

By: Warren LaneResearch Analyst, Kathleen SchaubProgram Vice President, CMO Advisory & Customer Experience, Alan WebberProgram Vice President, Customer Experience

On-line Presentation

Abstract

This IDC Survey presents findings from the 2018 CMO survey. Customer experience is eclipsing product as a primary differentiator. Enterprises will fail in their attempts to improve customer experience unless marketing contributes in a much more expanded role. How ready is the marketing organization to take up this responsibility? What is the CMO's leadership role? IDC examines the maturity of customer experience in technology companies today and identifies areas of greatest impact.


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