The Future of CX: Marketing’s Role in Creating an Irresistible Customer Experience

ACCESS hosted our annual Sydney Marketing Leaders Roundtable at Rockpool over lunch. Our Moderator Lynda Talintyre – Director of Regional Marketing APAC – Zendesk kicked off the session with the below content.

Your customers aren’t waiting around. They’re looking for an easier way and want to do business with innovative companies that let them do things their way. Today the lines are blurred, the whole organisation is working to create great CX, however, who is really in the driving seat and what role should marketing play? 

Providing a great customer experience can create loyalty, drive additional revenue opportunities and ultimately brand advocates. In order to drive revenue and scale, marketers need to take advantage of the latest technologies, CX trends and customer data to personalise the experience, gain a competitive advantage and become a revenue generation engine.

The discussion included:

  • The latest CX Trends Driving the Future of Marketing across Asia Pacific
  • Who owns the Customer Experience? Marketing vs Customer Service vs CX?
  • The challenges of using Customer Data and Marketing Analytics to personalise CX at scale
  • How to Balance Brand Vs Demand Gen

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