A Guide to Marketing Technology and CX

In today's experience economy, consumers are increasingly seeking genuine and authentic experiences over superficial and artificial ones. This shift in consumer behavior is driven by a desire for real connections, meaningful interactions, and authentic relationships with brands.

In the interview with Abhii Parakh, the importance of starting with the customer is emphasized as a foundational principle for creating a successful customer experience (CX) strategy. The conversation highlights the role of CX professionals in ensuring that the needs of customers are met, even when they may not have direct control over data, technology, or budgets within the organization.

Collaboration is key for success in today's fast-paced and ever-changing business environment. The podcast transcript provided insight into the challenges that brands face when it comes to collaboration, particularly in the areas of cross-functional team collaboration and utilizing AI in everyday tasks.

AI, or artificial intelligence, is rapidly transforming the role of Chief Marketing Officers (CMOs) in the business world. In the next 12 to 18 months, we can expect to see even more significant changes in how AI impacts the way CMOs work and the skills and competencies that will be crucial for success in this evolving landscape.

The iGaming industry, which includes sports betting and online casinos, is a unique industry with high velocity of transactions and little differentiation between brands. Incentives like bonuses and free money for gambling wear out quickly, making it challenging for brands to stand out.

In today's fast-paced and competitive market, businesses are constantly looking for ways to stand out and connect with their audience. One of the most effective ways to do this is through storytelling.

Governance is an essential aspect of continuous improvement in journey management. It provides a framework for accountability and ensures that the right people are involved in the process. By creating a committee and bringing together key stakeholders, organizations can establish clear goals and objectives for improving the customer experience.

From my experience, any change agent (and that’s what CX leaders are) should have these four questions answered - good, bad, or indifferent, as they prepare for their next big meeting.