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With customers calling the shots like never before, companies need a new kind of customer experience leader. The best of these will excel in three areas.
The rules of customer engagement are shifting as global retailers search for leaders able to master the ever-changing world of omnichannel commerce.
Forrester and Heidrick & Struggles fielded a global survey of 212 CMOs in July 2013 to assess their current remit and how they prove their value as business and strategy leaders. In this report, Forrester reviews the state of the evolved CMO for 2014 based on these responses and interviews with CMOs across industries. The results show progress in taking action to build a better marketing organizat