Thanks for your message.

Yes there are some similarities in terms the overall roles that have been highlighted - this is because the author of the original piece (Cara Olson) also contributed to the MyC article, as well as providing guidance in addition to the quotes included.

That's a great question, Shery.

There are a few schools of thought on this.

Some models suggest that the role of CMT replaces the CMO - it's effectively a CMO with bells on:

https://www.mycustomer.com/marketing/technology/why-brands-must-embrace-...

Alternatively, other models suggest that rather than replacing the CMO, the role should be swapped into the organisation in place of the CTO:

https://www.mycustomer.com/marketing/technology/is-a-chief-marketing-tec...

There are probably pros and cons with either model, and ultimately the most appropriate fit will depend on the specific requirements of the organisation in question.

Hi Jeff, I believe this is the original article: https://www.ama.org/publications/MarketingNews/Pages/3-ways-market-resea...

I've added the link to the above piece now as well.

Thanks.

You can find further advice on building a customer journey map in this series: https://www.mycustomer.com/content/the-complete-guide-to-customer-journe...

Thx

Hi, it's referring to service channels - so depending on what channels are utilised by an org, this could be anything from live agents, to chatbots, to self-service, to the multitude of social platforms.

Thanks for your comment, Barry.

We've also covered the 'peak-end rule' in more detail here: https://www.mycustomer.com/experience/loyalty/the-peak-end-rule-the-rule...

Thanks!

Hi John, thanks for your comment.

It's been common knowledge for years, for sure. But the extent of the problem - with potentially a third of all submitted data being inaccurate - is the kicker, here.

Interesting that you note how many users initially use their PM addresses rather than corporate email - definitely something that is not uncommon practice.

All of which raises the question of how brands can develop greater trust so that users are happier to share their personal information. Can users ever have that level of trust with a brand unless they already have an established relationship with them? And even if they do, is there trust that the organisation can keep their data secure?

All of these issues around trust, privacy and security factor into this discussion, but on the evidence of these research findings, we have a long way to go to finding the solutions.

Hi Helle, apologies for this - it appears the images are broken. I'll try to fix this ASAP.

Hi, thanks for your message. There are some details here that might be of interest to you, as it compares/contrasts three of the main CX metrics that have emerged in the last 10/15 years:

https://www.mycustomer.com/service/management/customer-experience-smackd...

Hope that helps.

Thanks for your message, John. I think you've highlighted some questions that everyone will be asking in the coming months.

But I do wonder if the matter of dropping the headphone jack has been over-egged considering that the new iPhones will be boxed with an adapter that allows customers to still use their headphone leads.