A Formation White Paper / April 2020 The CX Eect: Why Marketers Need to be More Cuomer Centric The CX Eect: Why Marketers Need to be More Cuomer Centric 2 Changing Cuomer Expectations During the pa decade, the market has undergone a complete digital transforma- tion with the explosive growth of eCom- merce and online retail. These new shop- ping channels have created additional challenges for brands as consumers’ desire for more personalized experiences are forcing brands to shi their marketing rategies to center on the cuomer rather than the products themselves. This shi has forced marketing teams to look for ways to better underand their cuomers as individuals. Doing so requires fundamental organizational changes and new technologies that can unlock c

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