The CMO Council Report, titled "Real-Time Customer Intelligence for Exceptional Experience," delves into how the rapidly evolving digital landscape is reshaping customer experience (CX) strategies across industries. The key takeaways include: Digital Transformation in CX: The last few years have dramatically changed customer interactions with companies, emphasizing data-driven and digital-first approaches. A majority of marketing leaders acknowledge that the digital customer journey has significantly altered their CX strategies, yet nearly two-thirds express low confidence in their current strategies to win and retain customers. Hybrid CX as the Future: There's a race to merge digital self-service with personalized, meaningful experiences across omnichannels.

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