Program Overview

Amplifying the Customer’s Voice for a Lasting Experience

Personalization at scale and in context continues to challenge even the most skilled and seasoned marketers. Somewhere between the rapid evolution of digital marketing engagements and the rush to aggregate and collect data, the path from data to intelligence has been obscured and makes a state of personalized customer experience even harder to reach. In a day when the customer expects relevance regardless of channel, marketing must take a leap of faith, turn to new strategies and new opportunities, and ask even more critical questions of our customer data. It is, in short, a new opportunity to make true personalization entirely possible.

This new white paper from the CMO Council and Microsoft reveals that marketers are actively seeking out tools and solutions that will amplify the customer’s voice and turn that data into real, actionable intelligence. It also reveals that marketers are de-prioritizing digital campaign metrics in favor of business-focused measurements that more directly tie customer experience to financial performance and business outcomes.

The white paper includes input from 179 senior marketers, with 34 percent hailing from organizations with $1 billion (USD) in revenue or more, 48 percent from primarily B2B organizations, and 34 percent from hybrid (B2B2C) businesses.

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