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The race is on among large financial institutions to gain a competitive “digital edge.” Four areas will be critical to success.

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A joint Forrester/Heidrick & Struggles survey of customer service (CX) professionals and chief marketing officers examines how to work across the organization to make customers the main focus.

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A joint Forrester/Heidrick & Struggles survey of chief marketing officers (CMOs) sheds light on how the role is changing—and what CMOs should do about it.

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With customers calling the shots like never before, companies need a new kind of customer experience leader. The best of these will excel in three areas.

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The rules of customer engagement are shifting as global retailers search for leaders able to master the ever-changing world of omnichannel commerce.

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US companies of all stripes can benefit from more diverse senior management with a broader range of cultural experiences and cognitive skills. Developing such leaders will be a competitive necessity in an increasingly complex world.

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Forrester and Heidrick & Struggles fielded a global survey of 212 CMOs in July 2013 to assess their current remit and how they prove their value as business and strategy leaders. In this report, Forrester reviews the state of the evolved CMO for 2014 based on these responses and interviews with CMOs across industries. The results show progress in taking action to build a better marketing organizat

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