Every decision a company makes today will have an impact on experience. Every department from marketing to finance touches experience in some way. Organisations that build the most exceptional experiences have built a culture that understands and operates with that notion in mind. Therefore, CMO’s can no longer rely on their tried and tested practices. The CMO is in the driver’s seat as the new experience leader who works to pull in different departments and empower the entire organisation to rally around the customer.
Source: Forrester