Your CEO has finally caught the customer experience fever and embraced customer experience as the new competitive battleground. As a result, she is empowering all functions to propose 2019 budgets that induce the organizational transformation from product-centric to customer-centric. As CMO you are naturally elated, but where do you start? How do you operationalize the customer experience? There will be changes required in people, process, content, technology/data and metrics/KPIs. In this post we will focus on just one of these: your data and MarTech stack.
