The Global CMO Study - Technology meets marketing

How are CMOs gearing marketing people, programs and processes to understand individuals and not just markets?

Customer expectations have changed rapidly as technology has evolved. The emergence of social media, mobile apps, web-based chat and Interactive Voice Response means that the race is on for companies to present a cohesive service, while also seizing the opportunity to capture customer data across multiple channels.

Bill Payne, Vice President of Global CRM and Industries talks about how global businesses can integrate services and brand value so the customer experience of an organisation is seamless.

Bill Payne

Interview with Bill Payne, Vice President Global CRM and Industries IBM, at the Customer Experience Forum that was held in conjunction with Criticaleye.

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