CMO & Marketing

CMOs and marketers are in a revolution — shifting marketing away from supply-side and channel-based thinking to true customer-centric marketing. Making the human being – individuals that bring different emotional states and preferences to each interaction – the center of the universe and the basis of marketing strategy and operations.

The revolution does not toss out assets like brand, advertising, channel optimization, or customer acquisition campaigns — but it does force marketing leaders to rethink and reengineer marketing.

This human-driven revolution is not strictly a marketing question; it places the CMO as role model, architect, and orchestrator of the enterprise-wide strategy to become customer-obsessed. Forrester helps CMOs and marketing leaders with the most pressing issues of the day: to adapt and thrive in a customer-led, disruption-rich market.

Insights for CMOs and Marketing Professionals

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Marketers: Embrace A Better CX

Marketers' attempts to reach and win customers may be driving them away instead. Take the first steps toward a truly customer-centric marketing strategy that drives retention and growth.
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McDonald’s Creative Shift Is A Blow To The Future Of Creativity

When brand creativity is separated from digital execution, the work can’t work together. The absence of creativity has led to digital sameness and stagnant customer experience. Learn more.
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A New Marketing Era

Learn practical, actionable strategies to connect with customers and drive growth.

Findings From The US CX Index™ 2019

Read key insights about the state of US customer experience.

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