Chief Marketing Officers are not fully equipped to guide the customer experience, according to a joint survey by conversational marketing technology provider Neolane and CMO Club.
The survey revealed that 90% of CMOs are personally responsible for the overall customer experience for their brands, but only 11% actually own the customer profit and loss (P&L) results. What’s more, the survey showed that CMOs from $1 billion-plus companies rely less on financial key performance indicators (KPIs) -- such as revenue increase....