Over the last few years, changing customer needs and behaviors have motivated businesses to become more customer focused. Much of this activity operates under the banner of customer experience (CX). CMOs are now required to lead the charge in CX, which often extends to influencing beyond the marketing function. To meet this challenge, successful CMOs and their teams have become experts on consumer behaviors, the competitive landscape, historical business performance and wider megatrends. In charge of the customer insight engine within their organizations, their knowledge of customer needs and objectives positions CMOs as key leaders of sustainable customer relationships. To meet growth expectations, now is the time for CMOs to strengthen their evolving role as the “chief customer officer.”

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