Democratising CX. Build empathy today, engage at scale tomorrowThe future of CX and the role of the CMO capability is more open than ever – a fast-moving, competitive frontier offering game-changing opportunity to those who move swiftly, with intent. Since 2020 we’ve seen unprecedented innovation in marketing capabilities – powered by the digital revolution, itself boosted by the unique opportunities opened up by humanity’s response to COVID. In this doubly digital landscape, market leaders are transforming silos and legacy tools to sensitise the whole organisation to the customer, to empower it to respond, in real-time. To lead, and be led. Just as organisations have transformed in response to these changes, so have we, as individual consumers. Across Europe, hard-

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