This presentation is about: - the trends in Social Media and the impact on Marketing - the increasing complexity for CMO's and marketers to manage campaigns end to end - the increased complexity of measuring multiple channel campaigns and the ROI contribution - the Microsoft's vision on the way forward. The customer 2.0 has become a super consumer. They are very well informed. But they also show a very fickle purchase path. Research shows that the customer 2.0 gets in touch with you when they are almost 60% down in the sales funnel. In 70% of the cases, they even buy without involving your Sales department. Customers want to be surprised by you with new Amazing Customer Experiences. The good is not good enough anymore. Companies must adapt to the new customer journey