Post by account_disabled on Dec 26, 2023 2:04:21 GMT -5
The sacrosanct customer experience will be the particular beacon of CEOs in the years to come. However, CMOs will not play a crucial role in the priorities that CEOs have set for the coming years. This is concluded by a recent study carried out by IBM in 50 different countries and 26 different areas of activity . According to the IBM report, the "customer experience" is considered a priority by the vast majority of CEOs , particularly those who pride themselves on being "outperformers" and bring better results to the table than the competition. Asked about their top priorities over the next 2 to 3 years, 6 out of 10 outperformers cite customer experience . Among "underperformers" the "customer experience" is also a priority, although to a lesser extent.
4 out of 10 CEOs (38%) give it the priority label. The next highest priority for CEOs (those who claim to be “outperformers”) is developing stronger and more solid relationships with the consumer (55%). Other Phone Number List priorities for outperforming CEOs in the coming months are improving efficiency (51%), increasing sustainability (37%), increasing innovation in business models (37%) and the inoculation of greater innovation in products and services (32%). CEOs do not consider CMOs essential when it comes to addressing their particular list of priorities It is worth emphasizing, however, that despite the importance that CEOs generally give to customer experience , few judge the role of the CMO to be absolutely critical in carrying out their particular list of priorities for the coming years . Those who enjoy the most relevance in the eyes of CEOs are CFOs (57%), COOs (56%) and CIOs/CTOs (39%).
In contrast , only 19% of CEOs estimate that CMOs will play a crucial role in their organization in the coming years. This is a figure that has unfortunately been sliding down a steep slope for years. In 2013, 66% of CEOs described the role of the CMO as fundamental. In any case, this data opens a new chapter in the effervescent debate about the ownership of the "customer experience" in the bowels of organizations. A study published by The CMO Club last year found that CMOs led the charge for customer experience, but a previous Deloitte report gave CSOs primary responsibility for customer experience. On the other hand, the IBM report shows that CEOs are mostly customer-focused. 50% of CEOs confess that they are focused first and foremost on the customer, 30% are focused on the product and the remaining 20% are focused on operations. It is also the case that customer-focused CEOs.
4 out of 10 CEOs (38%) give it the priority label. The next highest priority for CEOs (those who claim to be “outperformers”) is developing stronger and more solid relationships with the consumer (55%). Other Phone Number List priorities for outperforming CEOs in the coming months are improving efficiency (51%), increasing sustainability (37%), increasing innovation in business models (37%) and the inoculation of greater innovation in products and services (32%). CEOs do not consider CMOs essential when it comes to addressing their particular list of priorities It is worth emphasizing, however, that despite the importance that CEOs generally give to customer experience , few judge the role of the CMO to be absolutely critical in carrying out their particular list of priorities for the coming years . Those who enjoy the most relevance in the eyes of CEOs are CFOs (57%), COOs (56%) and CIOs/CTOs (39%).
In contrast , only 19% of CEOs estimate that CMOs will play a crucial role in their organization in the coming years. This is a figure that has unfortunately been sliding down a steep slope for years. In 2013, 66% of CEOs described the role of the CMO as fundamental. In any case, this data opens a new chapter in the effervescent debate about the ownership of the "customer experience" in the bowels of organizations. A study published by The CMO Club last year found that CMOs led the charge for customer experience, but a previous Deloitte report gave CSOs primary responsibility for customer experience. On the other hand, the IBM report shows that CEOs are mostly customer-focused. 50% of CEOs confess that they are focused first and foremost on the customer, 30% are focused on the product and the remaining 20% are focused on operations. It is also the case that customer-focused CEOs.