Why are we here? The business world will not have been left unaffected by digital transformation. Carlos walked attendees through the landscape we find ourselves in and the role customer experience will play in digital transformation.
John discussed how he managed a digital transformation as CEO of Cisco, and simultaneously enabled his enterprise clients to do the same in the age of the internet and again in the age of social.
Customer experience is not just a marketing problem. Charlene addressed how to bridge internal silos and lead digital transformation.
Social and digital disruption have created an ‘un-enterprise’ world. Ragy uncovered this new world, the role customer experience will play and how companies are adapting.
Everyone is talking about Digital Transformation but how do we really get there? Digital Transformation really starts when an organization can unify around the customer. It’s a shift from thinking like departments to thinking customer-first through systems of nurture across Advertising, Marketing, Sales, Customer Service where all employees are Sellers; all employees are Marketers; all employees are Care; and all employees are in Research. In this session Grad Conn, General Manager & CMO, Microsoft U.S. talks about what it takes to build a customer-centric marketing organization across every stage of the customer journey – from Anonymous Visitors to Customers & Fans.
Mohan uncovered the challenge that Chief Marketing Officers are now faced with, including changing organizational structures, making sense of metrics and marketing ROI, and finding the right talent.