Program Details

Customer Economics Forum

A deep dive into the real costs and returns associated with acquiring, nurturing, converting, closing, handling, retaining, recovering, up-selling and mobilizing critical customer constituencies and loyal advocates.

Sponsors and Partners:

Sponsors and Partners:

Overview

With tighter, more frugal times, Customer Economics has become the new mantra of savvy marketers. This means taking a deep dive into the real costs and returns associated with acquiring, nurturing, converting, closing, handling, retaining, recovering, up-selling and mobilizing critical customer constituencies and loyal advocates. For example, some marketers have found that the largest and most loyal customers are not necessarily the most profitable. But much of the Customer Economics discussion boils down to how well customer data is sourced, cleansed, integrated and mined for intelligence, predictive analytics and customer lifetime value building. Join the conversation at the CMO Council's new Customer Economics Forum, where you can download thought leadership content from CRM subject matter experts and interact and engage with peers through our Coalition to Leverage and Optimize Sales Effectiveness (www.closebiz.org) and other community gathering points.

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Curated Facts & Stats

Jun 2026

Why do strong engagement numbers still leave CMOs feeling uneasy? Because platform metrics measure attention, not memory — and a brand can generate high interaction while remaining completely replaceable in the buyer's mind.

Source: CMS Wire
Jun 2026

Organizations with mature governance frameworks are even more likely to roll back customer-facing AI agents, a Sinch survey found.

Source: Customer Experience Dive
Jun 2026

Organizations with mature governance frameworks are even more likely to roll back customer-facing AI agents, a Sinch survey found.

Source: Customer Experience Dive
Jun 2026

Emerging technologies – particularly AI and agentic AI – are accelerating the evolution of customer expectations. What customers expect is no longer linear or predictable; it changes by context, moment, and intent. As a result, customer experience (CX) has evolved from a strategic priority into a primary driver of growth.

Source: Cagemini
Dec 2025

Scale used to mean size in media buying. Now it means precision. Hyperlocal marketing flips the script by targeting the right people in the right places with surgical accuracy.

Source: Meetrise
Dec 2025

With 84% of consumers searching online for local businesses daily, the challenge for app marketers, growth leads, and CMOs is precision. That’s exactly why you need hyperlocal marketing.

Source: Clevertap
May 2025

Harley Finkelstein, CEO of Shopify, has confirmed that his company is collaborating with AI giants for a future where consumers may shop across their search applications.

Source: CX Today
May 2025

AWS has partnered with NICE to close the gap between the contact center and the broader enterprise. The collaboration does this by first making CXone Mpower – NICE’s flagship CCaaS product – available on the AWS Marketplace.

Source: CX Today
May 2025

The updated Ikea rewards program is designed to let customers earn points throughout their entire customer journey, not just after making a purchase.

Source: Customer Experience Dive
May 2025

Nowhere is the importance of customer service more apparent than in interactions between individuals and the federal government.

Source: Customer Contact Week Digital
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