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Top CEOs Prioritize Customer Experience But Not Marketing: IBM Report

You can bet your CEO doesn’t worry about missing cookies or stale pastries: she has staff for that. In fact, she probably isn’t thinking about marketing at all. This IBM survey found that just 19% of CEOs said their CMO held a critical role, compared with 57% for CFOs, 56% for COOs, and 39% for CIO/CTO. Only Chief Human Resources Officers ranked lower. While customer experience was a top priority, high-performing CEOs said new ecosystems and better data were the most important tools for improving it and put personalization dead last. Oddly enough, underperforming CEOs had the order reversed.

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Twilio Announces Unified Profiles Powered by Segment

March 28, 2024

Twilio has announced two innovations within Twilio Flex, its digital engagement platform. The first, Unified Profiles, will be powered by Segment and allow businesses to collect and activate real-time consented data. This is the first of three launches set for 2024 that will embed Segment in Twilio Communication products. The second innovation is Agent Copilot which will allow users to deploy AI across this data to boost productivity.

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