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According to 73% of senior marketers surveyed by the CMO Council, customer experience is critical to their own professional success and to the ongoing success of the business. Stay on top of best practices, resources and peer-powered best practices to stay ahead of the experience curve.

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CX Q&A

Brett Townsend

Director of Consumer Insights

Electrolux


As one of the leading home appliance manufacturers, Electrolux takes a more classic approach to aftermarket services, with a strong emphasis on their in-house call center. The company meticulously measures and reviews the calls per unit sold that they receive on each product. Over the past year and a half, Electrolux has...

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CX Q&A

Patrick Ferrell

Vice President of Business Development and Connected Solutions

WallyLABS LLC


WallyLABS (Wally) boosts the ownership experience of its smart home/commercial products with real-time solutions that cut add-on costs for customers and partners. Patrick Ferrell, Vice President of Business Development and Connected Solutions, explains that, in addition to the company’s superior innovation, their level...

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CX Q&A

Mohammed Chaara

Director of the Customer Insight Center of Excellence, Strategy and Analytics

Lenovo


Lenovo views aftermarket excellence as a strategic priority that yields significant revenue growth potential and is emerging as a leader in leveraging text mining in the aftermarket as a key tool for both product development and marketing. They have also introduced a powerful new aftermarket model through which PCs...

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CX Q&A

Gina Collins

Chief Marketing Officer

Build-A-Bear


Build-A-Bear takes consumer engagement to a new level with its unique mix of entertainment-based marketing efforts that extend well beyond the initial purchase of a product. Chief Marketing Officer Gina Collins shares how the content they deploy through their gamification and engagement efforts has transformed the guest...

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CX Q&A

Gayle Bock

Director of Loyalty Marketing

T-Mobile


T-Mobile is embracing the “mobile” part of its company name by steering toward a mobile-focused marketing and business plan. Director of Loyalty Marketing Gayle Bock shares her thoughts around the company’s transition to a mobile-first strategy and how that shift is helping them engage and retain...

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CX Q&A

Dann Allen

Vice President, RBG Customer Experience

Bank of the West


Bank of the West is one of the top 25 banks in the nation and offers its customers a large range of deposit, insurance, investment and credit services. Boasting more than 700 commercial and retail locations in 19 states, the organization has created a reputation of sound banking practices and superior customer...

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CX Q&A

Elisa Romm

Executive VP of B2B Marketing

MasterCard


MasterCard is active in more than 210 countries and operates as one of the world’s fastest payment processing options. Financial institutions, merchants, businesses, governments and consumers alike look to MasterCard as an easy and safe form of payment for everyday commerce activities. Executive Vice President of B2B...

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CX Q&A

Michiko Araki

VP of Marketing Operations

Sony Electronics


The field of consumer electronics is extremely competitive, and companies in this field must put forth great effort to create positive experiences for customers in order to gain and retain them. Michiko Araki, Vice President of Marketing Operations for Sony Electronics, believes that the customer should be central to their...

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CX Q&A

Christoph Oberli

Vice President of eCommerce and Interactive

Mandarin Oriental Hotel Group


Mandarin Oriental recently completed a full redesign of the brand website that included integrating a number of new languages. According to the Vice President, eCommerce and Interactive, Christoph Oberli, they currently support nine languages and plan to add more in the future as the need arises. The key to their success in...

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CX Q&A

Clay Stobaugh

Senior Vice President and Chief Marketing Office

Wiley


Because Wiley is a global company that is present in 65 countries, providing localized and translated content across their international markets is critical. Senior Vice President and Chief Marketing Officer Clay Stobaugh says the company has a significant digital footprint, with hundreds of mobile apps and products being...

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CX Q&A

Louise Eyres

Group General Manager of Marketing

ANZ Banking Group-Australia


Staying on top of changing customer demands across the Asia-Pacific region is key to remaining ahead in the financial services industry. With more than 9 million customers in 33 countries, ANZ must be able to consistently connect with customers across all touch points. Louise Eyres, the brand’s Group General Marketing...

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CX Q&A

Jeffrey DeKorte

Vice President , Digital Marketing

Royal Caribbean International


Royal Caribbean is currently taking steps to improve the mobile experience for customers. However, Vice President of Digital Marketing Jeffrey DeKorte explains that this doesn’t end when customers board the ship; connectivity is important to passengers aboard the company’s ships as...

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