The document discusses customer experience management and data. It notes that personas should lead content strategies and marketing efforts. Specifically, it recommends that companies engage customers as individuals, seek data that compliments existing strategies, and provide measurable returns on marketing investments. Marketing should target the right customers through innovative partnerships and personalized content tailored to personas.

1. CXM
las
SUMMIT
D al
PRESENTED BY

2. #cxmsummit13
Gift cards will go to:

3. Customer
Experience
Management

4. Data &
Content

6. Mom
Married
SMU College Grad
iPhone User
Lives in New York, NY

7. Likes: American Idol,
BMW, Walmart,
Neiman Marcus, &
Nike

8. We’ve
never
met

9. Mary
used our
Facebook app

10. Mary prefers our
Sweepstakes
over
Surveys

11. Mary prefers our
White Papers
over our
Newsletters

12. Mary is
one
Persona

13. Personas
should
lead content

14. Why does
this matter?

15. 50% of my
marketing
works

16. Today’s event
Twitter
Linkedin
Facebook Ads
Linkedin Ads
Direct Email

17. Marketing
Customer %

18. Customer
Acquisition
Cost

19. Ratio
LTV : CAC

20. CXMSUMMIT
Take Away

21. Innovative
Partners

22. Engage
Customers as
Individuals

23. Seek data that
compliments
your strategy

24. Provide
Measurable
Return