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SAP CX Live Munich Recap: 3 Universal CX Challenges for Big Brands

“We’re unique, and so are the CX challenges we face.” That’s what we like to believe. We like to believe this about ourselves, our brands and our customers. We have bigger and badder challenges than our competitors…because of the size of our organization, the way our company is organized, a...

Your martech stack is probably 2X as big as you think it is

The editorial staff here at chiefmartec.com (looking in the mirror) are rather obsessed with martech stacks. What’s in them? How much is controlled by IT or marketing operations? How do marketers think of them? How many apps in them support self-service users? How big are they? Blissf...

The importance of disparity in customer experience

Gansbaai is a rural fisherman’s village located on the southern coastline of South Africa. Like so many other rural towns around the globe, the fish stock started to decline year after year and the economy could not sustain the local workforce. More and more Gansbaai natives left for the bright l...

A Fresh Look at Millennial B2B Buyers

The role of millennials in B2B buying decisions, and their distinctive attitudes and behaviors as business buyers have become major topics of interest for B2B marketing and sales professionals over the past five years. Since 2014, numerous research studies – including studies by the IBM Instit...

3 Leadership Behaviors That Prove Your Commitment to Customer-Driven Growth

As a customer experience leader, you need to have a good understanding of your organization’s culture. The culture is defined by actions, not words. It is consistent behaviors that give people direction on what to “model.” It’s decisions made and actions taken that prove that the customer commi...

Mean people suck in marketing and what to do about it

Why does most marketing stink? According to Michael Brenner, “the reason most of the marketing that we do that stinks and doesn’t work is that some executive with a big ego asked us to do it.” You may be thinking, why not push back? Unfortunately, it’s not that simple. Here’s why: Marketer...