I recently talked with Fjuri CEO Thom Gruhler, former CMO of Microsoft Windows, about why companies need to focus on taking a holistic versus tactical approach when it comes to improving CX (see insights here).

As a regular keynote speaker, Gruhler has also been quite vocal on the opportunities and challenges marketers face as they look to tap into right data — experience data vs. operational data — to model, predict, and improve the customer experience.

“CMOs and marketers have an opportunity to separate the signal from the noise, and tap into right data and technology to drive better outcomes, while also contributing to top line revenue growth” Gruhler notes. “At the end of the day, the experience you deliver is your brand, so any AI or automation you tap into better be pragmatic and add real value in the moment for the customer.”
— Leer en www-forbes-com.cdn.ampproject.org/c/s/www.forbes.com/sites/kimberlywhitler/2018/06/24/6-steps-marketers-can-take-now-to-develop-stronger-cx/amp/