Rhoan Morgan on Marketing-Led Customer Experience

The Economist Intelligence Unit conducted a survey of 500 CMOs
and found that 86% of participants believed that they
would own customer experience. Six years later, has it
happened? Not quite. It hasn't exactly been a full takeover of
customer experience by marketing leaders.


What has emerged is the concept of marketing-led customer
experience. It's something Rhoan Morgan believes is and should
happen in organizations. Morgan is the co-founder and CEO
of DemandLab, an agency she launched in 2009. She's also
a CMSWire contributor, and she caught up with CX Decoded to
discuss marketing and CX leadership.