The most recent PwC Global Consumer Insights Survey shows that customer experience beats everything when customers choose which companies to do business with. Approximately 65% of U.S. consumers say that a positive experience with a brand is more powerful and influential than advertising. As so many digital initiatives home in on the all-important customer experience (CX) goal, it may well be time for customer-focused marketing heads to change titles to reflect new realities. Shep Hyken reports today for Forbes that PwC’s Global Chief Experience Officer (CXO) David Clarke thinks it’s time for CMOs to replace the M with an X in their title:
“Enlightened companies genuinely understand that experience trumps all, and that sales, marketing, and customer engagement are codependent. Experience is the endgame, not marketing.” –DAVID CLARKE, CHIEF EXPERIENCE OFFICER (CXO) FOR PWC
For more, read the full piece for Forbes.com.