Best Practice Report

Five Ways To Ensure Deep Collaboration Between Marketing And Customer Experience

Employ Them All To Ensure Consistently On-Brand Interactions That Drive Customer Loyalty

December 14th, 2020
Rick Parrish, Vice President, Research Director
Rick Parrish Vice President, Research Director
With contributors:
Emily Collins , Chahiti Asarpota , Marissa Fritz

Summary

Marketers and customer experience (CX) professionals are out of touch with today’s business realities. While companies pursue business models that scramble traditional customer lifecycles, marketing and CX functions remain siloed in outdated roles that become ineffective and wasteful. There’s a better way forward: CX and marketing can master the new normal by reinventing their relationship with each other. Read this report to learn five proven strategies for creating the deep and sustained collaboration between CX and marketing that’s necessary for success in today’s world.

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