ISSUE 18

Intelligent CXO is a Lynchpin Media publication for professionals with an interest in global CXO news and events . If you wish to subscribe for regular copies , then please email : info @ lynchpinmedia . com

Over the last 14 years , Hootsuite has led its customers through the evolution of this dynamic and ever-changing space that is social media – one of the world ’ s most adopted channels with over 4.6 billion social media users around the globe .

To personify the ethos of the new identity and foster engagement with the Hootsuite brand , the company has appointed its beloved icon , Owly , as Chief Connection Officer . Owly will now play a larger role as the friendly , approachable and expressive guide for brands who are leveraging social .

Maggie Lower , Chief Marketing Officer , Hootsuite , tells us about the company ’ s recent rebrand , the introduction of Owly as Chief Connection Officer , how brands can establish a social strategy and key trends that are emerging within the marketing space .

Meanwhile , this month ' s Editor ’ s Question , on page 20 , we ask how can businesses improve the digital experiences of their employees . Three experts from Iterate . ai , Retrospect and StorCentric offer us their thoughts .

Our Business Strategy , on page 25 , explores how to secure customer loyalty with email and data . Guy Hanson , VP of

Rebecca Miles , Editor of Intelligent CXO , is currently on maternity leave . While she is enjoying precious time with her new arrival , Catherine Darwen will be heading up Intelligent SME . tech and Intelligent CXO . You can get in touch at catherine @ lynchpinmedia . com

Customer Engagement at Validity , details how marketers must combine these elements to create a strong business approach .

This theme is continued in our first feature , on page 28 . Today , we demand more than ever from our interactions with brands and while technology has advanced , it can ’ t deliver soft skills and true human interaction . Francesca Zanisi , Chief People Officer at Webhelp , talks to us about the importance of these soft skills and why it is vital to the customer experience and building good client relationships .

Throughout COVID-19 , consumers changed the way they made purchases and brands had to keep up , shifting the role of the CMO . Today ’ s CMO is no longer just responsible for all things marketing , they now have to be an expert in CX , data and analytics and customer growth . On page 70 , Tom Bianchi , Europe CMO , Acquia , discusses how the role of the CMO has changed over the last 18 months and the new demands they ’ re expected to meet .

We also have a round-up of all the latest business news from across our regions , while our ‘ intelligent ’ brands sections look at the latest news in finance , marketing , HR solutions and employee engagement .

I hope you enjoy this issue and please do not hesitate to get in touch if you ’ d like to contribute to a future edition .

Catherine Darwen Assistant Editor

www . intelligentcxo . com

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