What the Total Experience Means for Marketers/ANA Mag

Neil Dowling, CMO and global alliances lead at the global experience company Rightpoint, believes customer experience (CX) can no longer be treated as one person's or one department's responsibility. That said, the marketing department certainly plays a critical role in defining, creating, and preserving a brand's CX.

I interviewed Dowling on behalf of ANA. He spoke to common CX challenges for marketers and how to overcome them, as well as the executive suite's growing role in CX. Thanks to Neil and his team for their help making this story happen.

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