Every CMO today is now in a continuous conversation with customers. Due to digital disruption, changing consumer behavior, and integrated technology, the role of the chief marketing officer is experiencing a renaissance. Instead of creating big-picture marketing campaigns, CMOs are now responsible for the entire customer experience. The CMO often owns customer experience from start to finish. This is more than just overseeing customer service and putting out fires when they arise — it involves managing the contact center, understanding customer intentions, applying new technologies like AI and machine learning, and creating a cohesive customer experience. CMOs must understand every …
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