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.

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