Archives for: May 4th, 2018

GDPR: An Update on IDG’s Progress

Written by Josh London on 04/05/2018

GDPR is the General Data Protection Regulation for the European Union. Effective May 25, 2018, it will apply new legal rights for individuals in Europe as it relates to their personal data and how it is managed. In this blog post, Josh London, Chief Marketing Officer of IDG Communications speaks about how IDG Communications is […]

2018 Marketing Predictions from Josh London, CMO, IDG Communications, Inc.

Written by Josh London on 20/12/2017

1. GDPR Will Be a Wake-Up Call to Marketers Globally The General Data Protection Regulation (GDPR), which goes into effect May 2018, will require businesses to protect the personal data and privacy of EU citizens for transactions that occur within EU member states, but the regulation also extends to foreign companies processing data from EU […]

Announcing Pipeline Activator™ from IDG

Written by Josh London on 08/03/2017

Today IDG is excited to announce the launch of Pipeline Activator, a predictive intelligence engine that helps accelerate global sales opportunities from customers’ most valuable clients. Available via subscription, Pipeline Activator from IDG is the latest addition to ABM360TM. IDG launched ABM360, its comprehensive account-based marketing suite as the only global account-based marketing solution that leverages […]

Boardroom Battle for the Customer: Who Owns the Customer Experience in Today’s Business Environment?

Written by Josh London on 28/02/2017
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Customer Experience (CX) in many ways has redefined how we view connections with our customers. While many companies focus on customer experience during the pre-sale period, the most successful attend to every touchpoint for the duration of the relationship between customer and company.

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Companies no longer own the customer – it is the customer who now owns the company. Today’s customer is directly in touch with the company and with other customers, and their “experience bar” is constantly rising. With this shifting power dynamic, customer expectations have grown exponentially, and CMOs must now discern how to best integrate these expectations into organizational strategies. This, in turn, brings new accountability and expectations into the boardroom.

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I’m excited for the 12th Annual IDC + IDG Marketing Summit: Boardroom Battle for the Customer, in Palo Alto on March 2nd, where I’ll be co-moderating a panel of top CMOs.

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Recent IDC research shows that as many as 40% of organizations have a designated CX officer. Is there really a need for an “owner”? Shouldn’t a great customer experience be everyone’s job? Ongoing jockeying-for-position in the C-Suite to lead this effort is now prevalent in many organizations. What is the role of the CMO in providing great CX? Is the mandate to facilitate cross-functional buy-in or to lead the effort? ?

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Companies no longer own the customer – it is the customer who now owns the company.

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CMOs are in a unique position carrying the voice of the customer throughout their organization and with the participation of their colleagues, crafting the customer experience. How does marketing affect all of CX and bring in finance, IT, customer service and technical support, so the entire team is, in effect, sharing the same customer-centric vision?

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I look forward to the discussion in Palo Alto, where I expect we’ll come up with some terrific ideas. Please post your comments or email me directly, as I’d love to take your input into consideration before I take the stage on the 2nd! 

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Marketing Like the Jetsons

Written by Josh London on 28/11/2016

We were promised flying cars. Remember when we were promised a future that looked like the Jetsons with pushbutton meals and a robot in every home? Technology was going to solve our problems and simplify our lives in ways we could only imagine. Marketing was promised similar advances. One of the saving graces of marketing […]

The Power of Insights

Written by Josh London on 08/07/2016

Companies focusing on customer experience as a key differentiator are able to stand apart in a sea of sameness. Lately, I’ve been intrigued by the insights that come from this focus on the “cumulative experiences across multiple touchpoints and in multiple channels over time,” as customer experience is described in an article from Harvard Business […]

Using Empathy and Authenticity to Fuel B2B Marketing

Written by Josh London on 23/03/2016

I’ve had the good fortune of speaking to a number of business and marketing leaders from startups and established companies to discuss how they are driving growth and change in their organizations. You can see some of our latest conversations here. A few key themes continue to emerge throughout our dialogue related to the art […]

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