BLOG POST

Last week, CMO Council and Conversica came together to bring you the webinar How Revenue Obsessed Teams are Working Smarter To Optimize Marketing ROI. We dove into the ways brands are struggling to meet customer communication expectations and how to overcome these challenges. There were so many nuggets of wisdom throughout the webinar, but today we’re going to go into a few of the key takeaways. If you missed the live event last week, have no fear: you can listen to in on-demand any time right here. 

1. Most brands aren’t ready to take on the demands of the modern customer.

Did you know that only 20% of organizations think that they have the processes and strategies in place to meet customer communication needs right now? Our panel of experts go into what you need to do to be prepared for this daunting task and how to create successful cross-functional support.

2. Only 18% of brands are having rich conversations with their customers.

A vast majority of brands are struggling, or just barely getting by, with their customer communication. Although enriched customer experience has been top-of-mind issue for years now, most brands don’t know how to reach the next level. 

3. Digital communication is on the rise...in a big way.

Even without COVID-19 in the picture, we knew digital communication dominated the way customers prefer to talk to brands. However, year over year, the numbers continue to rise. In 2019, our research indicated 10% of customers wanted a digital-only experience, but this year that’s increased to 21%. Learn how to meet your customers where they are and adapt to their ever-changing needs.

If you want to dive even deeper into customers’ preferred channels of communication, check out our brand new (free) report, How COVID Has Changed the Channels of Engagement.