JUNE 2021CIOAPPLICATIONS.COM5Last wordCXO INSIGHTS28CXO INSIGHTSI AM A LATE BLOOMER.MARKETING IN A NEW ERA­ GOING FROM 30 MANUAL ONE OFF CAMPAIGNS TO 300 ALWAYS ON NEXT BEST ACTIONS WITH A 250% YEARLY INCREASE OF UNIQUE RECOMMENDATIONS PER CUSTOMEREMPLOYEE EXPERIENCE IN THE AGE OF DIGITAL TRANSFORMATIONCONNECTING THE DOTS WITH CUSTOMER EXPERIENCESAaron Guerrero, Head, Customer Services, Pacific CrossMariAnne Ygberg, Head of Customer Value Communication at SwedbankBruce Swan, European Customer Care General Manager at PanasonicMartin Lampman, Director, Customer Support Operations, BCLC222530IN FOCUSPage 10 - 11Jim Chirico, President & CEO
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