State of CX Leadership 2022 report: How customer experience leaders are defending the customer imperative

State of CX Leadership 2022 report: How customer experience leaders are defending the customer imperative

Now in its second year, CMO’s State of CX Leadership report is an annual research initiative gauging the state of customer experience leadership and ownership across A/NZ organisations today, both in terms of functional role and structure, as well as position and influence within the business.

In this latest report, we explore the data, technology and operational imperatives CX leaders are focused on; which functional and business leaders are actually responsible for CX management and the functions they oversee; evolving metrics and measures used to understand and improve CX; technologies on the purchasing list; CX skills development; how CX leaders are fostering relationship with marketing; and much more. This year's edition of the State of CX Leadership report is brought to you by Optimizely.

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Thanks for downloading State of CX Leadership 2022 report: How customer experience leaders are defending the customer imperative. Here are some other white papers that we feel may be of interest to you given your recent download:
  • As our customers exhibit growing desire to be recognised for their preferences and passion points, the personalisation capabilities brands build need to adapt and flex to suit. Research from Forrester demonstrates experience leaders who practice personalisation at scale consistently deliver increased value to customers and benefit to their business by providing a personalised experience across every channel, touchpoint and interaction. To get there, these leaders are investing in data, technology, customer journey orchestration and content. Yet there’s also a need to complement operational capability with a firm grasp of customer tastes, preferences and values. Because they are imperative to connection. In fact, more than 7 in 10 consumers in Australia change preferences and tastes every three months. In this special whitepaper, we speak to CMO50 2022 alumni members about how they’re endeavouring to build out personalisation capabilities, at scale, and realise rapid responsiveness in programs and touchpoints. Download whitepaper »

  • CMO’s State of the CMO is an annual industry research initiative aimed at gauging how Australian marketing leadership is evolving both in terms of functional role, as well as contribution to business. Our special 2021 report looks into key aspects of the CMO position and marketing function, encompassing the professional standing of the modern marketing leader, their technology procurement and influence, functional responsibilities and remit, budgets, extent of influence as a digital and customer custodian within their organisations, skills and priorities. Download whitepaper »

  • How have leading CMOs gone about realigning their marketing teams, approach and leadership skills in order to meet the demands of their CEO, business and customers? And how do they anticipate the rise of AI and machine learning will transform how marketing teams operate in the future? Download our whitepaper to see how marketing has been experiencing transformative change as digital becomes a business imperative. Download whitepaper »

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