Customer Communications Blog

Over the past few years, the fundamental responsibilities of the chief marketing officer (CMO) have gradually evolved into a role requiring more technical prowess. In fact,  a new job category, that of chief marketing technologist, has emerged as a typically common role within marketing departments. As prospects and customers continue to engage over digital channels, CMOs with technical expertise will be in greater demand as the qualification to manage modern enterprise marketing requires merging technology with marketing.

According to Tech News World, , employees must have a higher degree of digital literacy to keep pace with today’s workplace productivity demands. Over the next two years, 90% of the workforce must be proficient at such basic computer skills as managing email and company software; over 50% will need more advanced skills including the ability to use, configure and build digital systems. We have truly and completely entered into the age of the digital workplace.

Digital transformation focuses on a process of preparing your company to stay competitive in the marketplace by building the right customer experience (CX) strategy for the future. By combining the right strategy with innovative technologies, your brand will be equipped to quickly adapt to changes in your industry. How can “strategy” best be defined? And how do you measure the success of your digital transformation? Not to over-simplify the process, but one of the key components to an accurate assessment consists of connecting your CX strategy to Key Performance Indicators (KPIs), especially those that your CEO deems most important. In essence, digital transformation for your brand can be summarized with these essential actions: craft a plan for the future; execute on that initiative; and finally, measure that plan to demonstrate its efficacy. Let’s take a look at some issues that will affect your CX strategy in 2019 and beyond.