86% of CMOs Say Marketing Will Own the Customer Experience by 2020

November 10, 2016

by Carla Johnson

In the midst of buyer complexity marketers are getting the message that it’s time to change their role in the business. A report from The Economist Intelligence Unit, The Path to 2020: Marketers Seize the Customer Experience, explains exactly how much.

The report is based on a global survey of 499 CMOs and senior marketing executives plus in-depth interviews. The research explores which technologies and customer trends are likely to change marketing organizations the most over the next five years.

This research reveals that 86 percent of marketers say they will own the end-to-end customer experience by 2020. But to accomplish this, marketing leaders have to have a single view of the customer that allows them to engage in two-way, personalized conversations across technologies, locations and physical objects.

How do we do that?

These leading CMOs point out that they must now develop a new marketing structure that blends a deep understanding of a customer’s situation with the timely, tailored delivery of contextually relevant content and marketing assets. It’s the only way that marketers will be able to deal with the complexity of customers, technologies and experiences.

In our book, Experiences: The 7th Era of Marketing, Robert Rose and I talk about the need for brands to put strategy before structure. By doing exactly that, marketing departments will see that it’s impossible to continue to try and force new functions and responsibilities into a restrictive, legacy marketing structure. The CMOs in this survey agree. In fact, the data and interviews revealed that between 2016 and 2020, CMOs will reorganize their departments around personalized customer experiences as a core strategy for creating and growing the value of brands.

This doesn’t mean that every marketing organization will look the same in order to create stellar customer experiences. It means that every marketing organization must look different than it does today in order to create strategic experiences that continually deliver value to their organization.

Marketers, our time has arrived. It’s not just different skills that we need to bring to the table. It’s different thinking altogether.

Download and read the free report here.

Are you interested in creating superb experiences that drive deeper relationships with your audience? Contact me and let’s talk about how we can help. Or, connect with me on LinkedIn, follow me on Twitter, and if you like what you see, Subscribe here for regular updates.

Photo credit: Unsplash Kalen Emsley

     About Carla


Carla is a world-renowned storyteller, an entertaining speaker, and a prolific author. Having lived, worked, and studied on five continents, she's partnered with top brands and conferences to train thousands of people how to rethink the work that they do andth impact they can have. her visionary expertise has inspired and equipped leaders at all levels to embrace change, welcome new ideas, and transform their business.

Her work with Fortune 500 brands served as the foundation for many of her books. Her tenth, RE:Think Innovation (available for pre-order) busts the myth that innovation is something that requires a specific degree or special training. in fact, Carla explains why, to be a successful company in today's hyper-competitive, customer-driven world, innovation must be everyone's business. Her goal is to teach one million people how to become innovators by 2025.

Consistently named one of the top influencers in B2B, digital and content marketing, Carla regularly challenges conventional thinking. Today, she travels the world teaching anyone (and everyone) how to cultivate idea-driven teams that breed unstoppable creativity and game-changing innovation.