The CMO Council's report highlights the importance of customer-centricity in driving marketing success. According to the report, 73% of senior marketing leaders consider customer-centricity critical to their roles and business success. The report also quantifies the impact of positive and negative customer experiences on revenue, with 25% of marketers reporting increases of more than 5% due to positive experiences and 12% experiencing revenue decreases of more than 5% due to negative experiences. However, only 34% of senior marketers have adopted a formal customer experience strategy, and many organizations remain focused on individual points of engagement rather than mapping the overall customer experience.
