Abstract

This IDC study presents 10 transformational trends for CMOs and their marketing teams to consider as opportunities for differentiation and competitive advantage. Key themes include AI, empathy and trust, social responsibility, and operational continuity — all of which are necessary to support consistently outstanding experiences throughout the customer life cycle.

"Digital has become the preferred domain for customer interactions of all kinds," said Gerry Murray, research director, Marketing and Sales Technology research at IDC. "CMOs must adapt their teams, technology, and practices to accommodate accelerating transformations in buyer behavior. It's more important than ever for marketers to use all the data and analytics at their fingertips to improve the personal and professional lives of their audiences in ways that are empathetic and worthy of the trust they so desire from their customers."


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