A number of new job titles are emerging within today’s corporations, including Chief Customer Officers, Chief Experience Officers, Chief Client Officers, and Chief Digital Officers. These title changes are indicative of the new roles for marketing executives. They imply that the CMO is the executive responsible for forging a bond with new customers, retaining existing customers, and expanding the relationship with all customers.
Digital technology has clearly changed how businesses sell their offerings, in addition to opening up a tremendous number of new channels and strategies that are required to reach customers. All channels are on in today’s digital world, and this brings a requirement to deploy new marketing strategies that deliver a meaningful customer experience—a true customer journey.