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Using Intelligence to Better Understand, Influence and Activate the Customer Journey

From Mapping to Influencing.

Using Intelligence to Better Understand, Influence and Activate the Customer Journey
“When we start to talk about customer experience, do you all remember the game 'Risk'? Risk is called the game of strategic conquest. And for a long time, when we start to talk about Marketing and putting campaigns together and going out and blasting people with emails, marketing sometimes can feel like we’re playing a big game of Risk. That we’re actually talking about a conquest over a segment or a country of customers. But the problem is that today’s day and age, the battlefield that we are on, is extremely cluttered. There are messages that are popping up everywhere. And our consumers are making decisions on their own journey, mapping their own experiences and their own paths to where they are engaging with us and how they are purchasing- all of a sudden those conquests, risk takes on a whole new meaning.” More  »

The Next Step to Delivering Exceptional Experiences

Putting the Customer Into Context

The Next Step to Delivering Exceptional Experiences
“There’s a discrepancy between marketers making the all digital assumption until there’s a problem and the customer who’s telling us they’re not exclusively digital, in fact, it’s dependent on what they want to do and when they want to do it.”- Liz Miller More  »

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The challenges facing CMOs
Donovan Neale-May, Executive Director, CMO Council shares his thoughts on marketers as they increasingly control a bigger part of the technology budget. What are they spending it on and what is working?

Executive Briefing: Creating Marketing Leadership
The impact of rapidly evolving technology on marketing leadership is critical. In an interview with the C-Suite Network, Donovan Neale-May discusses how marketing leaders are keeping pace with the latest digital marketing trends.

GlobalFluency and SABLE host South African's Minister of Science and Technology Naledi Pandor.

Puslidhed on Apr. 15 2015.
CMO Council's Liz Miller on research about how organizations are using analytics to improve how they engage with mobile customers.

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BRING YOUR BRAND TO LIFE WITH ALWAYS-PRESENT CUSTOMER ENGAGEMENT
Dec 29, 2017 - AdWeek

Customer perceptions from early experiences (or lack thereof) of messaging app users may be difficult to overcome for brands that are unable to rapidly respond. “This is engagement at the speed of digital, and the customer expects a similar level of responsiveness across all experiences, regardless of whether the channel is physical or digital,” says Liz Miller, senior vice president of marketing for the CMO Council.

MANUFACTURERS STRUGGLE WITH THE POSTSALE EXPERIENCE
Oct 25, 2017 - FierceRetail

"While top management on the manufacturer side is strongly committed to creating customer-centric cultures, they don't appear to be giving CMOs the responsibility to take ownership of the aftermarket as a revenue and margin opportunity or a critical area of customer loyalty-building and brand attachment," said Donovan Neale-May, executive director of the CMO Council.

CMO COUNCIL REPORT: BRANDS & TELCOS MUST PARTNER TO DELIVER OMNI-CHANNEL EXPERIENCE
Aug 31, 2017 - Mobile Marketing Watch

New research from the Chief Marketing Officer (CMO) Council reveals that brands and communications service providers will need to become tightly coupled in order to truly fulfill their shared vision of delivering a more gratifying, valued and relevant omni-channel experience for customers. “Less than 10 percent of telco marketers believe they are highly advanced and rapidly evolving when it comes to being more data-driven, customer-responsive and digitally adaptive,” notes Donovan Neale-May, Executive Director of the CMO Council.

THE CUSTOMER IN CONTEXT: THE CMO COUNCIL’S NEW CX REPORT
Jul 18, 2017 - Brandchannel

The Chief Marketing Officer (CMO) Council’s latest research report, “The Customer in Context,” finds that nearly half of North American and European consumers will abandon a brand and take their money elsewhere if they repeatedly encounter “a poor, impersonal or frustrating customer experience across channels of engagement.”

MARKETERS DON’T HAVE A CLUE ABOUT DATA, CMO COUNCIL REPORTS
Apr 3, 2017 - CMSWire

Marketers are far less data-savvy than they may think. They don't know what data they have at their disposal, and they don't know how to use it. CMO Council Executive Director Donovan Neale-May told CMSWire poor data management strategies are critical issues.

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