6 ways Mercer’s CMO and CIO are addressing customer-led transformation – together

Mercer Pacific customer and technology chiefs discuss the key ingredients to building a successful CMO-CIO relationship and why it's got nothing to do with technology or marketing

A little over three years ago, Mercer’s then consumer marketing leader and now customer chief, Cambell Holt, plus financial services operations and technology leader, Terry Godfrey, embarked on a program of work to transform the way the financial services company engages with customers.

Mercer’s Customer Transformation strategy involved three core technology projects. The first was around digital, and involved replacing public websites and digital platforms in order to provide personalised and contextualised experiences that are digitally enabled.

The second was customer management, and saw the organisation invest significant dollars into Salesforce One Platform. The third piece in the puzzle was changing the nature of marketing, and to help, Mercer invested in Salesforce Marketing Cloud.

Register or Login to continue

This article is only available for subscribers. Sign up now for free and get free access to premium content from ARN, CIO, CMO, Computerworld, IDG Education, IDG Government, and IDG Health.

Join the CMO newsletter!

Error: Please check your email address.
Show Comments

Supporting Association

Blog Posts

If creative, media and technology were bedfellows

It’s become crystal clear that if you’re going to be successful in the ever-shifting marketing landscape, you need to be able to change direction, and fast. Fluidity and agility are key, and that’s why having technology, media and creative playing on the same team is going to be crucial for the successful marketer or agency.

Jason Dooris

CEO and founder, Atomic 212

Why 2017 will herald a resurgence of values-based marketing

It doesn’t take long for predictions to become predictable: The rise and rise of Facebook; advancements in analytics; the normalisation of chatbots; personalisation, programmatic, automation, authenticity… The prediction that’s missing from these lists is that in 2017 we will witness a resurgence of values-based marketing.

Jacqueline Burns

Founder, Market Expertise

Why customer experience driven growth is set to take off

Our overall brand perceptions are invariably shaped by our experiences. And loyal customer relationships can be severed in moments by a negative service interaction.

Not to mention that the full realisation of the "implosion of trust" recorded in the Edelman Trust Barometer 2017 leaves the move to valu...

Walter Adamson

Why 2017 will herald a resurgence of values-based marketing

Read more

loved the Qantas airline and hyundai one

Furqan Bin Rizwan

10 examples of virtual reality marketing in action

Read more

Someone needs a swift kick up the bum for such an idiotic idea.

random

​Why a degree is no longer enough to get you hired as a skilled marketer

Read more

The frequent flyer programs are the new profit machines for airlines all over the world, as they have morphed to be mass marketing machin...

Steve@iFLYflat

Velocity frequent flyers program strong performer in mixed half-year for Virgin

Read more

Hi Jennifer, thanks for sharing these info regarding the digital marketing trends.I've created a related video to this topic, would you m...

Fabio Carry

Predictions: 17 digital marketing trends for 2017

Read more

Latest Podcast

More podcasts

Sign in