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Customer experience

Five key challenges and opportunities for CMOs

Delivering the future of customer experience

A series for CMOs, in association with Futurum

With organizations having to rethink their operational model as a result of the pandemic – there are clear challenges but also exciting opportunities for businesses in 2021. What do these shifts inside the organization, along with quickly evolving customer expectations, mean for CMOs?

The steady changes that were happening before 2020 suddenly increased at breakneck speed as organizations had to pivot and adapt in order to survive the fallout brought by the COVID-19 pandemic. As budgets were slashed, employees transitioned to distributed, remote work and organizations operated on even thinner margins than usual. The need to gain market share and new customers while also retaining customers and improving brand loyalty through better customer experiences (CX) became the main goals of CMOs everywhere.

Download this paper by Futurum, sponsored by Capgemini to understand the key challenges and opportunities that CMOs are facing to provide top-notch customer experiences.