1、CMO Council ReportREAL-TIME CUSTOMER INTELLIGENCE FOR EXCEPTIONAL EXPERIENCE 2022 CMO Council All rights reserved.2CRACKING TOMORROWS CX CODETABLE OF CONTENTSKEY FINDINGSINTRODUCTIONCX STRATEGY NEEDS A MAKEOVER3SECTION 1Loyaltys Lost ConnectionChasing CX CapabilitiesWhere Brands Fall ShortDoes Lack

2、of Privacy Erode Trust?Hedging Bets on PrivacyTargeting in a Cookieless WorldIs MarTech Holding You Back?Race to the Apex:Hybrid CXAIs Rewarding ExperiencesVertical Variance INTELLIGENT CX5SECTION 2EXPERT COMMENTARYSAS:Jennifer Chase EXECUTIVE PERSPECTIVESGlobe Telecom:Aileen BurgosAT&T:Alicia Diets

3、chFedEx:Salil ChariHitachi Vantara:Nav ThethiPfizer:Serra KaraarslanMars Wrigley:Jelina WanSF Fire Credit Union:Josephine ChewStandard Chartered Bank:Melissa LimRed Wing Shoe Company:Dave SchneiderMARKETERS WEIGH IN26SECTION 3DETAILED FINDINGSMarketer SurveyConsumer Survey38SECTION 4SPONSORS&PARTNER

4、SAbout CMO Council About SAS56INTRODUCTION:CX STRATEGY NEEDS A MAKEOVER 2022 CMO Council All rights reserved.3Its no secret that the last few years have upended the way customers want to interact with companies.Digital engagement has led to higher customer expectations,bigger demands and about a mil

5、lion more choices if one brand doesnt deliver.Privacy laws and changes by tech companies have marketers scrambling to get the data they need to meet customer expectations.Once tried-and-true CX programs,those that dont lead with data and digital,are now cracking under the weight.The pressure is on!C

6、hances are your CX strategy is crying out for a modern makeover.Our study found that more than 60%of marketing leaders say the digital customer journey has dramatically changed their CX strategy.Worse,nearly two-thirds arent very confident in their CX strategys ability to win and retain customers in