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Customer Engagement in the Digital Economy: The CMO Perspective

AVAILABLE ON DEMAND:
Originally broadcast on:
Date: Thursday, July 28, 2016
Time: 12:00 pm EDT/ 9:00 am PDT
Duration: 60 minutes (including Q&A)

Hosted by SAPinsider, content provided by IBM

Technology has always spurred companies to reinvent how they engage with customers, but the re-inventions occurring today are more dramatic than ever. These forces are fundamentally changing how your customers want to interact with your business and brand, driving organizations to transform their models of customer engagement, to stay ahead of the competition. Chief marketing officers (CMOs) have been on the forefront of these changes, and their experience offers important lessons, as the customer agenda has risen to become the top priority for all members of the C-Suite.

This webinar explores how companies can transform the way they engage customers for the digital economy, based on guidance from the CMO. Watch and discover how to drive innovative customer experiences, based on an integrated approach to customer engagement across the customer life cycle.

Learn how your enterprise can:

• Respond to the challenges of convergence through digital transformation, centered around new models of customer engagement

• Deliver personal customer experiences through marketing, sales and service, for a consistent and authentic customer journey

• Harness the power of analytics to shape more valuable outcomes, while coping with ever-increasing data volumes


Featured Speakers:

Carolyn Heller Baird is the Global Research Leader for Customer Experience and Design with the IBM Institute for Business Value (IBV) and the director of the Chief Marketing Officer study. Her seasoned experience spans nearly 20 years in Customer Experience Design, developing digital transformation strategies with a focus on communications, marketing, branding and content development for IBM clients across all industries and geographies.

Carolyn has also served as the North America Communications and Workforce Enablement Strategy Leader for IBM Global Business Services. During her tenure with the IBV, she has conducted numerous studies on marketing, social business and Millennials.

Donovan Guin is the North American practice lead for SAP Hybris at IBM. An author of the recent e-book, "Technology and the CMO in a Digital Era," Donovan brings more than 20 years experience in the digital space, including digital marketing, e-commerce, and more. His career has focused on helping companies grow their business using digital, by transforming the way they engage their customers.

Bernard Chung, Senior Director, CRM Solution Marketing SAP Hybris, is a senior director of global solution marketing at SAP. He is focused on customer loyalty and marketing solutions and is passionate about helping organizations to successfully engage their audiences to orchestrate customer experiences that build customer intimacy. A seasoned enterprise software professional, Bernard has held various CRM product strategy, product management, and product marketing roles for more than a decade. Currently, he is a senior member of the solutions marketing team at SAP Hybris developing solution strategy, messaging, and field enablement activities.