2020 KPMG U.S. customer experience excellence report
Explore differentiators for ten companies, what they did to improve their rankings and eight common capabilities that build resilience.
Face-to-face customer experiences have declined, the customer has become the new place of business, and marketers are now key drivers of customer acquisition and retention.
Now is the chance to make marketing future ready. Every element of the strategy must be intentional, and every investment must be balanced against expectations to create an immersive digital experience that builds trust and converts leads.
But succeeding at that task in today’s economic climate requires a dramatic transformation in your marketing operating model. This won’t be a case of simply tweaking your channel spend or investing in a ‘silver bullet’ MarTech stack. Instead, success will depend on financial acumen, data-driven customer insights, a strategically structured tech stack, and an agile operating model that is fully integrated across the front office and beyond.
So, let’s start the conversation. Where will you start your marketing transformation journey?