The Path to 2020: Marketers Seize the Customer Experience
Research for marketing technologies and customer trends in the next five years
Marketers have spent much of the past decade working on perfecting their ability to understand the customer through personalization. What is different about 2016 through 2020 is how CMOs are matching that understanding with direct action that drives engagement—and doing so at scale.
The path to 2020: Marketers seize the customer experience is based on a global survey of 499 CMOs and senior marketing executives, plus in-depth interviews with leading CMOs.
- Five marketers' insights on customer experience
- Definition of a single, best version of customer truth
- Two case studies on customer experience