Delivering Great Customer Experience in a Complex Digital World

Insights into CX from former CMO of Macy's and 14 of Sydney’s leading digital and marketing executives.

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In June, 14 of Sydney’s leading digital and marketing executives attended a VIP luncheon as part of OmniChannel Media’s CMO Disrupt event series. Titled ‘Delivering Great Customer Experience in a Complex Digital World’, the luncheon was dual-sponsored by Akamai Technologies and Dynatrace.

The discussion gave attendees the opportunity to have an intimate conversation with the International Keynote of CMO Disrupt, Martine Reardon, former CMO of Macy’s (US).

Reardon laid the groundwork for a robust discussion around what a good online experience looks like in 2016. She also gave the attendees an opportunity to discuss some of the challenges around digital delivery.

One of the recurring themes of the discussion was that digital has created competition in two ways. The first is that digital allows for agile market entrants to compete directly with larger industry players. The second is the competition created from out-of-industry companies who have a greater digital presence on your customer base.

On this, Reardon and the group explored the best ways to respond, and how marketing and digital leaders should embrace new technologies to ensure they remain relevant in the “digital minds” of their customer.

Download these insights here.