While digital marketing technologies and engagement channels multiply, many marketers remain concerned that they are still not delivering what customers want most: a seamless, frictionless and individualized buying and problem-solving experience.
According to new research from the Chief Marketing Officer (CMO) Council and SAP Hybris, more than a third of marketers (39 percent) believe their technology investments have met expectations in some select areas, such as measurement and customer interaction. But they appear to be falling short when it comes to connecting content, commerce, conversation and campaigns with back-end operational realities, supply chain logistics and organizational capabilities that will ultimately impact customer experience.
Key to advancing the customer experience evolution will be a shift in organizational thinking around data and the intelligence it delivers, in addition to breaking down silos and rethinking how insights are shared across the organization. To learn more, download the report today.