Maturity Assessment

Assess The Strength Of Your Marketing And CX Alliance

Assessment: The Experience-Led Marketing Playbook

February 18th, 2021
Emily Collins, VP, Research Director
Emily Collins VP, Research Director
With contributors:
Melissa Parrish , Chahiti Asarpota , Christine Turley

Summary

The quest for customer engagement has left marketers with mountains of data, bloated martech stacks, and distraught customers. With trust, privacy, and choice now driving buying decisions, marketers must reevaluate if they are customer-centric. To win, serve, and retain customers, companies must embrace experience-led marketing, where delivering empathy and value are as important as customer lifetime value. This assessment evaluates B2C marketers’ experience-led maturity and explains how to improve collaboration between marketing and CX; use this assessment to drive strategic planning and roadmap development.

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