CXOTalk

Customer Experience and Digital Transformation

April 04, 2022 07:21 - 36 minutes - 34.2 MB

#CustomerExperience #DigitalTransformation #CitizensFinancialGroup Why does a major financial services organization view customer experience as central to its digital transformation? In this episode, Beth Johnson, the Chief Experience Officer of Citizens Financial Group, explains how they build brand loyalty by using technology and data to understand and meet customer expectations. We discuss these topics: -- About the Chief Experience Officer role at Citizens Financial Group -- What is cus...

Digital Customer Experience at Walgreens Boots Alliance

March 25, 2022 04:03 - 39 minutes - 36.6 MB

#CustomerExperience #DigitalTransformation #CTO #ChiefTechnologyOfficer The Walgreens Boots Alliance is a massive organization with more than 450,000 employees and $135 billion in annual revenue. The company has embarked on digitization to transform the customer experience across all channels. How does it plan for this digital transformation? In this episode of CXOTalk, Mike Maresca, Global Chief Technology Officer at Walgreens Boots Alliance, talks about customer experience, data, and digit...

How to Support Executive Women in Technology?

March 22, 2022 04:14 - 43 minutes - 40.4 MB

#womenintech #diversity For all the strides made by women in technology, they still lag their male counterparts when it comes to executive leadership roles. How can organizations support women in senior-level roles? Two powerful women explain why diversity is important in the workplace and share advice on overcoming diversity challenges for organizations, women, and men. The conversation includes these topics: -- About Suja Chandrasekaran -- About Diana McKenzie -- On the importance of gen...

CEO Perspective: How to Build Customer and Brand Loyalty

March 15, 2022 05:03 - 43 minutes - 40.7 MB

#CustomerLoyalty #BrandLoyalty #ecommerce #cx Building customer and brand loyalty is every company's first challenge. This holds true especially in the highly competitive world of e-commerce as well as in brick-and-mortar retail. Charlie Cole, CEO of FTD, a 110-year-old retail and ecommerce brand, explains how he builds customer trust and brand loyalty in his organization. The conversation goes beyond customer service to focus on core aspects of business transformation and digital customer ...

Data and Analytics in the NFL

February 16, 2022 14:54 - 43 minutes - 40.1 MB

Paul Ballew, the NFL's first Chief Data and Analytics Officer, discusses the evolving use of data science in the league, including building out a team of data scientists, collaborating with clubs and teams to apply analytics for on-field decisions, and analyzing data to understand fan behavior. Among the topics we discuss are: -- About Paul Ballew -- What is the role of data and analytics in the NFL -- Data governance in sports and the NFL -- Data collection and storage in the NFL -- How to...

What is Digital Transformation? (with Ingram Micro)

February 04, 2022 04:49 - 42 minutes - 38.9 MB

Digital transformation is a defining trend for businesses today. Businesses of all sizes, in all industries, and in all geographies are rethinking how they operate — and investing in new technologies, processes and talent — to drive growth in the digital age. But what exactly is digital transformation? And how can your business prepare for this new shift? The Chief Digital Officer at Ingram Micro, with over 35,000 employees and $50 billion in revenue, Sanjib Sahoo, shares his thoughts on driv...

CIO 2022: Technology and Investment Planning

January 31, 2022 12:08 - 43 minutes - 39.9 MB

#CIO #CTO What will it take for Chief Information Officers to be strategic and compete effectively in 2022? The Global Chief Technology Officer of EY, Nicola Morini Bianzino, explains how CIOs can prioritize information technology investments today. The in-depth conversation includes these topics: -- About EY and Nicola Morini Bianzino -- What is the Chief Technology Officer (CTO) job description? -- How should IT approach technology investment planning? -- How to create alignment between t...

How to Innovate? Start with the Customer.

January 25, 2022 05:11 - 44 minutes - 41.5 MB

#innovation #customerexperience If you want to make your organization more innovative, start by listening to customers. Of course, everyone knows innovation is the key to a successful, sustainable business model and long-term growth. But how exactly can we innovate? And what factors drive innovative success? Read the full transcript: https://www.cxotalk.com/episode/how-innovate-start-customer Subscribe to our newsletter: https://www.cxotalk.com/subscribe In this conversation, INSEAD profe...

Digital Transformation: Inclusion and Diversity

December 25, 2021 10:50 - 44 minutes - 41.4 MB

#DigitalTransformation #Diversity #Inclusion #TMobile Digital transformation is the reinvention of businesses around digital, which has increased the importance of digital across every aspect of the business. And it's driven by customer expectations that are enabled by technology. But how can digital transformation address issues around diversity, equity, and inclusion? The questions of who gets access and inclusion are central to DE&I, but more broadly to the success of any transformation....

How to Manage the CIO / CFO Relationship

December 23, 2021 04:14 - 23 minutes - 22.1 MB

#CIO #CFO #Chief Financial Officer #Chief Information Officer The relationship between Chief Information Officers and Chief Financial Officers sits at the intersection of technology, financial, investment, and business strategy. As the focus on digital initiatives continues to expand, CIO / CFO collaboration has become increasingly important. An effective CIO / CFO partnership enables organizations to transform outdated processes, drive top-line growth through innovation, and support change...

Girls in Tech: How to Close the Gender Gap

December 18, 2021 04:41 - 44 minutes - 41.1 MB

#WomenInTech #GirlsInTech #GirlsWhoCode The gender gap in the tech industry is well documented. But why exactly are there so few women in technology? And how can we encourage more girls and women to become involved with technology and STEM (science, technology, engineering, and math)? Importantly, what can companies do to encourage the success of women in their organizations? The CEO of Girls Who Code, Dr. Tarika Barrett, shares advice for organizations to close the gender gap in technology...

How to Use Net Promoter Score (NPS) to Build Brand Loyalty

December 08, 2021 23:10 - 43 minutes - 40.1 MB

#NPS #NetPromoterScore #CustomerLoyalty Brand loyalty is a key to business growth, and one of the most important metrics for evaluating customer satisfaction is the Net Promoter Score (NPS) developed by Fred Reichheld. Unfortunately, many brands use NPS incorrectly without relying on NPS best practices. Today’s guest is Mr. Fred Reichheld, who shares with us how to use the Net Promoter System to drive loyalty and increase the amount of money customers spend through the entire customer journ...

The Purpose-Driven Workforce in 2022 (with Chipotle CHRO)

November 27, 2021 10:52 - 44 minutes - 41.3 MB

#purpose #chro #hr #chipotle How can organizations create high-performance cultures that empower employees to succeed based on authentic purpose? Chipotle Mexican Grill (CMG) has taken on this challenge by making company culture, inclusion, and diversity foundational for its business. As a result, the brand that was once in crisis is now one of the most successful restaurant companies in the world. We speak with the company's Chief Diversity, Inclusion and People Officer, Marissa Andrada, ...

CIO Strategy: How to Lead Enterprise Data and Analytics?

November 22, 2021 07:37 - 43 minutes - 40.3 MB

Data and analytics should be a core competence for every Chief Information Officer and Information Technology organization. Given the business, technical, and cultural challenges of using data to make informed business decisions, it’s no surprise that data science and analytics are hard. So, how do you make your enterprise data and analytics program a success? Bruno Aziza, head of data and analytics for Google Cloud, explains his approach with valuable lessons based on practical experience. ...

CIO Strategy: How to Partner with Startups?

November 16, 2021 04:50 - 48 minutes - 44.4 MB

For Chief Information Officers (CIO) trying to make their enterprises more agile, eagerness to partner with cloud computing startups can be strong. But it’s not always clear how to decide which are worthwhile investments for enterprise IT, or how to successfully partner with startups. One of the world's most prominent cloud computing startup advisors, Jason Lemkin, shares his advice for successful collaboration between enterprise information technology and startups. Our conversation include...

What is SASE? (with Palo Alto Networks)

November 15, 2021 04:43 - 19 minutes - 18.2 MB

Secure access service edge (SASE) has become an important part of enterprise networking and security. But what is SASE? We take a deep dive into SASE by speaking with Anand Oswal. Senior Vice President and General Manager at Palo Alto Networks. In this exclusive interview, he explains SASE and shares best practices for securing enterprise resources in today's Cloud-enabled world. The conversation includes these topics: -- What is SASE? -- The five parts of SASE -- How does SASE enable busine...

What is the Experience Economy? A Discussion with Michael J. Wolf

November 10, 2021 04:24 - 43 minutes - 40.1 MB

A new world of media, technology, and entertainment is emerging right before our eyes. It’s an economy of attention, engagement, and experience, driven by social networks, smartphones, the convergence of online and offline channels, radical transparency of brands, media, and entertainment content, and the movement of consumers away from passive consumption to active participation. The age of passive consumers, walled gardens, and linear content is giving way to an era where consumers share r...

CIO Playbook: Strategic IT 2022

November 02, 2021 06:53 - 43 minutes - 40.1 MB

How can Chief Information Officers ensure that information technology investments support core organizational business goals? In 2022, business leaders expect more than ever from CIO strategy. We speak with Satyan Parameswaran, President of Information Technology at (United Parcel Service) UPS to learn more. With $85 billion in revenue, UPS is one of the world's largest package delivery and logistics companies. This conversation includes the following topics: -- What is the role of IT at UP...

AI Ethics and Responsible AI for Data Scientists

October 26, 2021 11:21 - 44 minutes - 41.1 MB

As data scientists and business leaders, we need to think about the ethical and privacy considerations of machine learning and artificial intelligence. However, this isn't always easy. What happens when your model is wrong? Or if your model learns something you didn't teach it? And what about fairness -- do certain groups get better or worse results than others? To help demystify these topics, FICO's Scott Zoldi shares recommendations around ethics and privacy, as well as practical advice fo...

What is Cloud-Based Product Design?

October 21, 2021 10:58 - 19 minutes - 17.8 MB

As the world becomes increasingly connected through the cloud, product development tools must adapt to make life easier and more efficient for designers. But what is cloud-based product development? How does it work? And how can I take advantage of its benefits in my organization? To learn more about cloud-based product design and development, we spoke with industry pioneer Jon Hirschtick, who explains how to manage the product and engineering design process in the cloud. Learn about these ...

What is Customer Engagement and Why Should You Care?

October 19, 2021 06:29 - 20 minutes - 19.3 MB

Modern customer engagement means using data and analytics to create personalized, relevant, and timely interactions across every channel. Because customer engagements occur at every point in the buying cycle — from initial contact to ongoing customer support — getting these interactions right is essential to improving customer satisfaction, loyalty, revenue, brand experience, and customer lifetime value. To learn how to create great customer engagement, we spoke with Dan Bodner, CEO and Cha...

How to Sell and Negotiate a Book Publishing Contract

October 18, 2021 08:15 - 44 minutes - 41 MB

Writing a book is hard but selling it can be even harder. To help navigate this process, Mark Gottlieb, one of the top literary agents in New York shares practical advice on marketing and selling your book. Read the full transcript: https://www.cxotalk.com/episode/how-negotiate-book-publishing-contract: Subscribe to our newsletter and receive updates on new shows: https://www.cxotalk.com/subscribe The discussion covers these topics: -- How can authors get a publishing contract? -- Is a l...

What is Zero Trust Security?

October 13, 2021 04:05 - 14 minutes - 14.1 MB

Zero trust security has become a topic at the forefront of IT and security-related conversations. Zero trust puts an end to compromised identities. In today’s hybrid work environment, CIOs and security leaders must understand zero trust strategies and architecture to ensure the safety of networks, devices, applications, and users. To learn about zero-trust, CIOs must understand how traditional networks operate, the challenges involved in becoming a zero-trust network, and techniques that wor...

CIO Planning and Investment Strategy 2022

October 06, 2021 06:43 - 46 minutes - 43.3 MB

The economy is shifting relentlessly from a manufacturing-based to a service economy. What does this mean for the CIO role and how should Chief Information Officers prioritize their planning and investments for 2022? Rashmi Kumar, the Chief Information Officer for Hewlett Packard Enterprise (HPE), explains what you need to know and shares her views on CIO planning and investment strategy, customer-facing priorities, women in technology, mentoring relationships, and more. This conversation i...

How to Prepare for the Future of Work?

September 30, 2021 07:03 - 43 minutes - 40.6 MB

What is the future of work? It’s a question that’s important to Johnny C. Taylor, Jr., President and Chief Executive Officer of SHRM, the Society for Human Resource Management. Today's workforce is more mobile, transparent, collaborative, and inclusive than ever before, making leadership a challenging and crucial priority for HR professionals. Subscribe to our newsletter: https://www.cxotalk.com/subscribe Read the complete transcript: https://www.cxotalk.com/episode/how-prepare-future-work ...

Customer Experience in Professional Sports and Entertainment

September 21, 2021 06:30 - 43 minutes - 40.3 MB

Professional sports organizations are transforming as customer and fan expectations evolve, all enabled by digital technologies. To learn more about customer experience, we speak with Jonathan Becher, president of Sharks Sports & Entertainment LLC, the parent organization of the NHL’s San Jose Sharks hockey team and three ice sport facilities in Silicon Valley. Subscribe to our newsletters: https://www.cxotalk.com/subscribe Read the complete transcript: https://www.cxotalk.com/episode/custom...

How Can AI Improve Healthcare?

September 07, 2021 07:00 - 42 minutes - 39.8 MB

We’re in the middle of a healthcare revolution – and artificial intelligence is going to make the difference. AI can help us diagnose diseases faster, deliver care more effectively, improve outcomes, and increase accountability. To learn more, we speak with Kimberly Powell, vice president of healthcare at NVIDIA, and Daniel Kraft, a Stanford and Harvard trained physician-scientist, inventor, entrepreneur, and innovator serving as Chair of the XPRIZE Pandemic Alliance Task Force. The convers...

Data Science, Predictive Analytics, and AI in Drug Discovery

August 23, 2021 05:40 - 44 minutes - 41.2 MB

Modern drug discovery relies heavily on predictive analytics, artificial intelligence, and machine learning. As a result, many large pharma and biotech companies are using data science to drive innovation in drug discovery. We speak with Dr. Bülent Kızıltan, Head of Causal & Predictive Analytics • Data Science & AI at the Novartis AI Innovation Center to learn more about the pharmaceutical industry. Read the complete transcript and see other CXOTalk interviews: https://www.cxotalk.com/episod...

FEARLESS! Lessons from a Big-Time Sports CEO

August 14, 2021 05:39 - 1 hour - 58.1 MB

Scott O’Neil is one of the top sports and entertainment CEO's in the world. In this episode of CXOTalk, he shares practical and personal lessons on how to lead and grow a team. Scott's new book is called Be Where Your Feet Are. The conversation covers these topics: -- About Scott O'Neil and the book: “Be Where Your Feet Are” -- The struggle for authenticity -- Lessons from a sports and entertainment CEO -- Managing high-performing talent -- Impact of negative social media on high performers...

The Future of Work with Workday Co-CEO Chano Fernandez

August 09, 2021 07:58 - 40 minutes - 37.5 MB

Workday’s Chano Fernandez is in a unique position to discuss the changing landscape of our workforce, remote work, and the future of work. As co-CEO of Workday, Fernandez leads the company’s journey to provide software that helps organizations manage and grow their workforce. The wide-ranging conversation with Chano covered these topics: -- What do customers expect from Workday? -- Hybrid work and work from home -- How Workday builds corporate culture despite hybrid work and work from home ...

Digital Transformation at Philip Morris

July 24, 2021 10:14 - 43 minutes - 39.9 MB

#DigitalTransformation #CIO #ChiefDigitalOfficer Philip Morris International is going through a digital transformation and wants to become a digital leader. The large tobacco company, with over $76 billion in revenue, believes the industry cannot continue with its current business model. Instead, the company has embraced technology to drive efficiency and change how it develops and markets new products. Subscribe to the CXOTalk newsletter: https://www.cxotalk.com/subscribe Read the complete...

Digital Transformation at the San Francisco Opera

July 08, 2021 05:12 - 48 minutes - 45.1 MB

The San Francisco Opera is one of the world’s leading performing arts organizations, with an annual operating budget of $30 million. How did this renowned company use digital technology to adapt its business models and performances during the last year? Matthew Shilvock, General Director of the San Francisco Opera, describes the digital transformation strategy and technologies the company has used during this last year of rapid change. We discussed these topics during the conversation: -- Ab...

What is the Chief Marketing Officer (CMO) Role?

June 30, 2021 05:51 - 43 minutes - 40.3 MB

The Chief Marketing Officer (CMO) role has evolved dramatically since the late ’90s, when marketers were focused on closing business deals with customers. While some of the fundamentals have remained constant over the years — for example, customer-facing teams need to connect marketing efforts back to sales goals –the way CMOs execute their jobs is fundamentally different from when they started out decades ago. Marketing has become data-driven and, as a result, CMOs now play larger roles in k...

Sustainability Playbook for Business Leaders

June 23, 2021 13:06 - 43 minutes - 40.4 MB

Sustainability is an important goal for many business leaders and organizations, but what does it mean and where should we start? The Chief Sustainability Officer of Dassault Systèmes, Alice Steenland, answers these questions and shares the leadership skills needed to be successful with sustainability. The conversation includes these topics: -- What is the Chief Sustainability Officer's role? -- What is sustainable development? -- What are the components of sustainability in business? -- Su...

How to Manage Data and Analytics Teams?

June 14, 2021 09:42 - 38 minutes - 35.5 MB

Despite the importance of data and analytics, managing data science teams present a range of opportunities and challenges. We speak with Sol Rashidi, Chief Analytics Officer at Estee Lauder, who explains various types of data and offers advice on managing analytics teams. The conversation covers these topics: -- What does a chief analytics officer do? -- Data acquisition and data gathering -- How to align data science and analytics with Finance? -- Data and analytics vs. opinion and intuiti...

Zoom CEO Eric S. Yuan: How to Manage Customer Experience?

June 07, 2021 06:14 - 41 minutes - 38.1 MB

How does the CEO of Zoom, Eric S. Yuan, manage the company's massive growth while retaining a focus on customer experience and customer delight? In this episode, one of the most successful entrepreneurs in the world explains his customer experience strategy, the importance of meeting customer expectations, and the impact of organizational culture. This episode includes a discussion of the following topics: -- What does customer happiness mean for Zoom? -- Why is company culture important? ...

What is a CFO? ServiceNow Chief Financial Officer Explains

June 04, 2021 05:19 - 43 minutes - 40.1 MB

How can modern Chief Financial Officers drive innovation and business transformation? The CFO of cloud computing enterprise software company, ServiceNow, Gina Mastantuono, explains CFO transformation, including how she collaborates with other business leaders such as the company’s Chief Information Officer. Aside from discussing Chief Financial Officer responsibilities, the conversation includes: -- What does a Chief Financial Officer do? -- What is the CFO leadership role? -- Why is the CFO...

Former Best Buy CEO: Purpose-Driven Business Transformation

June 01, 2021 03:41 - 47 minutes - 44 MB

#BusinessTransformation #DigitalTransformation How can a large organization apply purpose-driven principles to create meaningful business transformation? The former CEO of Best Buy, Hubert Joly, explains purpose-driven, digital business transformation by presenting the Best Buy company strategy he created. The discussion includes these topics: -- About Hubert Joly's book: The Heart of Business -- Why did Best Buy have trouble in 2012? -- Driving efficiency with respect for people -- What is...

Chief Information Officer: Enterprise AI and the CIO

May 24, 2021 05:26 - 39 minutes - 36.5 MB

How should Chief Information Officers manage AI in the enterprise, and what challenges may arise? Every CIO must consider these questions from both enterprise technology and business leadership perspectives. Author and AI investor Ash Fontana explains the CIO role and CIO responsibilities when developing organizational capabilities for AI, which he calls the AI-first company. The conversation covers these essential topics: -- What are the CIO’s first steps to adopting enterprise AI? -- How ...

What is Digital Identity?

May 09, 2021 03:54 - 44 minutes - 41.1 MB

#ChiefInformationOfficer #CIO #DigitalIdentity Every Chief Information Officer (CIO) should understand digital identity and why is it important. A world expert on this topic, Eric Haller, the Executive Vice President and Group Head of Experian DataLabs, explains and shares his advice. The conversation covers these topics: -- What is digital identity? -- How do you establish digital identity? -- How to improve digital identity? -- How can we protect against AI-generated deep fakes? -- What...

The CIO Role: Tech Trends and Investment Planning

April 26, 2021 02:47 - 43 minutes - 40.4 MB

Every Chief Information Officer (CIO) must think about enterprise technology trends and tech investment planning for innovation. To provide guidance for CIO strategy and the CIO role, quantitative futurist Amy Webb, Founder and CEO, of the Future Today Institute, explains her report, 2021 Tech Trends and what it means for CIOs. In this conversation you will learn about these topics: -- How can the 2021 Tech Trends report help Chief Information Officers (CIOs)? -- What critical technologies s...

Telecom Industry: Product Development at Verizon

April 22, 2021 15:45 - 42 minutes - 39.3 MB

How does a huge telecom organization with $132 billion in revenue manage product development for the enterprise and consumer markets? Verizon's Chief Product Development Officer, Nicki Palmer, explains and also dives into what's happening with 5G. She describes Verizon’s product design process, talks about Verizon’s 5G Labs, and explains how digital transformation shapes customer experience. This conversation covers these topics: -- What is product development in telecommunications? -- Bala...

Supply Chain Innovation, Transformation, and Sustainability

April 21, 2021 06:32 - 17 minutes - 15.7 MB

How can leaders enable business growth, innovation, and resilience through supply chain management (SCM) and digital transformation? And, how does sustainability affect supply chains? To answer these questions, we spoke with Jon Chorley, Chief Sustainability Officer and Group Vice President of Oracle, and Tony Nash, CEO & Founder of Complete Intelligence. The conversation includes these topics: -- About Jon Chorley (Oracle) and Tony Nash (Complete Intelligence) -- How did supply chains funct...

Collaboration and the Future of Work for IT Decision Makers (with Slack)

April 20, 2021 16:45 - 59 minutes - 109 MB

CXOTalk Publisher Michael Krigsman moderated a panel on collaboration and how the pandemic has changed work. Watch the complete video over on LinkedIn: https://www.linkedin.com/video/live/urn:li:ugcPost:6785969033406767105/ (This episode was sponsored by Slack)

Enterprise Technology Trends 2021: CIO Role and Strategy

April 19, 2021 10:46 - 40 minutes - 36.8 MB

What are the enterprise technology trends that Chief Information Officers should consider in 2021? Paul Daugherty, Accenture's Group Chief Executive for Technology and Chief Technology Officer, explains the key issues and tech trends to which CIOs must pay attention. The conversation covers these topics: -- Enterprise Technology Trends 2021: CIO Role and Strategy -- What are the most important tech trends of 2021? -- How has technology procurement changed? -- How has the CIO role evolved? --...

KeyBank CIO: How to Create a Data Strategy?

April 06, 2021 05:31 - 16 minutes - 15.7 MB

Digital transformation relies on data from across the organization, ranging from operations to customer service, financials, and employee well-being. In this conversation, we learn how KeyBank's Chief Information Officer, Amy G. Brady, uses data in daily operations and to drive digital transformation. Amy's mandate as CIO overs the company's technology, operations, and services organizations. She oversees all of KeyBank's shared services for technology, operations, data, servicing, cyber an...

Zoho CEO: Corporate Social Responsibility and ‘Spiritual Capitalism’

April 05, 2021 07:50 - 47 minutes - 43.8 MB

Zoho co-founder and CEO, Sridhar Vembu, has developed a clear sense of ethics that guide social impact and corporate responsibility at Zoho. His perspective informs the products, culture, and philanthropy activities of this extraordinarily successful enterprise software company. During this in-depth conversation, Sridhar Vembu explains how he runs Zoho and the social impact of “spiritual capitalism” and sustainability. === Read the full transcript: https://www.cxotalk.com/episode/zoho-ceo-c...

Supply Chain Transformation and Innovation

March 31, 2021 12:04 - 14 minutes - 13.6 MB

The digital transformation of supply chains has accelerated as customer expectations have evolved over the last year. What are the characteristics of a robust supply chain and what does sustainability in supply chain mean? To answer these we spoke with Allan Dow, President & CEO of Logility. Dow has more than 30 years of experience in strategic planning, sales development and implementation services, and product innovation to streamline, accelerate and optimize supply chain and retail planni...

Digital Transformation at a Major Insurance Company

March 29, 2021 08:38 - 42 minutes - 39.4 MB

How does a major Swiss insurance drive digital transformation by focusing on company culture, new business models, and moving to the cloud? We speak with the Chief Technology Officer of Baloise Group AG, Dr. Alexander Bockelmann, to learn more. In this conversation, you will learn about: -- Transformation and the digital strategy roadmap at the Baloise Group -- Employee experience and customer experience in digital transformation -- Digital transformation and culture change management -- Ho...

CMO Strategy: Back to Work in 2021

March 22, 2021 14:10 - 42 minutes - 39.4 MB

As business evolves in 2021, what are the implications for marketers and how should they plan strategy and make investment decisions? We speak with Bill Wohl, a top marketing and communications leader, about core topics of concern to Chief Marketing Officers in 2021. This conversation covers a broad range of topics, including: -- 2021 marketing strategy: key trends and changes -- What is the role of empathy in marketing? -- "Customer experience is the new brand loyalty" -- How does consumer ...

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