The Digital Transformation Summit brought together brands, analysts, and technology leaders for two days of learning and collaboration to help launch the customer experience management industry. Here you will find a collection of content presented to download and share with your peers. If you’d like to learn more about the summit or specific pieces of content, please contact



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.

Using disruption to drive 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.

Leadership in Disruptive Times

Customer experience is not just a marketing problem. Charlene addressed how to bridge internal silos and lead digital transformation.

Enterprise software for an ‘un-enterprise’ world

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.

Marketing to the Future: A CMO’s roadmap to digital transformation

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.

Care in the customer-first era
Inside the mind of a CMO

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.


Keys to digital transformation: Creating accountability that drives execution
Powering transformation at Enel: Rebranding around digitization and customer experience
Bringing customer data together: How to tie offline sales to an online ads strategy
From conservative to cutting edge: How social can allow businesses to take more risks
How Marriott and Starwood use social data to deliver the ultimate guest experience
Click, Reach, Engage: How to optimize a global content program
McDonald’s Global Social Journey: How to build global momentum at scale
Enabling Social Selling in a Global Organization
Bringing your company on your social journey: “Ah-Ha” moments that changed the game at Philips Lighting


Connecting social ads to real-life experiences
Your B2B content strategy in 2017: How to think like a movie studio and six other tactics
The Speed of Social Advertising: How Microsoft evolves to deliver value
Social advertising at Snapchat
Infusing native video into your advertising mix
Right Time, Right Place, Right Ad: How to take advantage of Facebook Audience


Dell/EMC’s Chief Customer Office: How care and marketing came together after the largest merger in tech history
Search, Shop, Rate: How Yelp data improves customer experiences