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The Secret to CX Success? Orchestration.
Last year, 68% of marketing leaders told Salesforce they’re “increasingly competing on the basis of customer experience.” If anything, that number has probably only gone up since – meaning that for most marketers, customer experience (CX) is integral to their strategy.
For all its importance, being able to realize CX success – or even define it – can be surprisingly difficult. One issue many companies face is around orchestration – i.e., making sure that the right people in the marketing organization are doing the right things, at the right time. It sounds simple, but for enterprise marketers with large, complex teams, it can be a significant task. Adding to the challenge is that, because the organization is complex, when problems arise it can be difficult to pin down the root cause.
That was the challenge that inspired our latest ebook: Is Orchestration Affecting My Customer Experience?
We started by laying out what needs to happen for successful CX, then dove into all the ways a marketing team’s orchestration can affect them – either by contributing to success, or by developing into a roadblock.
For your CX efforts to go well, you need to be able to do three things:
- Articulate what’s going to happen
- See everything that’s happening
- Measure everything that happened
In the book we’ll take a look at each of those tasks, how orchestration can affect them, and how to set yourself up for success. Download it for free here.