Marketing and Sales, CMO

The modern marketing mandate: Find new ways to demonstrate value

Marketers and sellers are finding new ways to sharpen insights with artificial intelligence and building customer-centricity through collaboration.

AI reality check for customer experience

While most CX practitioners see AI as an opportunity, fewer say AI will force the change that executives have predicted. Companies must bridge this perception gap, or risk disconnects that can slow down – or derail – progress.

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Latest reports

Agile, meet design thinking

When thoughtfully applied in concert, agile approaches and design thinking can help teams deliver differentiated solutions for higher customer value and growth.

The modern marketing mandate: The Chief Marketing Officer perspective

Access data and interviews with more than 2,000 CMOs to explore how the CMO role is evolving in response to a challenging, changing landscape.

Reinventing the call center

Recent improvements in artificial intelligence, machine learning and other cognitive technologies are poised to change everything for call centers.

The AI-enhanced customer experience

Artificial intelligence is unleashing a new era in customer experience – but many companies lack the strategy and skills to fulfill AI aspirations.

Blockchain reinvents the consumer experience: Building better supply chains and customer relationships

Blockchains help to build better supply chains and customer relationships.

From data deluge to intelligent insights

Armed with insights about customers at every touchpoint, cognitive computing may deliver the personalized experiences consumers expect.

Digital disappointment – why some customers aren’t fans

This fourth report in our customer experience (CX) series explores why many customers are choosing not to embrace companies’ digital CX initiatives.

New teams, new rules

This third report in the IBM IBV Customer Experience (CX) series explores the deep impact CX reinvention is having on organizations and their employees.

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