Deliver a Modern Digital Customer Experience: Why Innovative Marketers Are Focused on Creating Engagement

Additional Info

Covid-19’s impact on brands is becoming clearer every day: Customer loyalty is low and the cost of acquiring new customers is high. Marketers need to focus on creating and sustaining engagement with each and every customer. Acquia’s 2021 customer experience trends report – “Deliver a Modern Digital CX: A Guide for Marketing Innovators” – explores global and regional shifts in marketing and consumer expectations about CX based on surveys of over 8,000 global consumers and 800 marketers.

In this on-demand session, we heard from Acquia's CMO Lynne Capozzi about these critical CX trends, and found out how J.Crew and Stanley Black & Decker are transforming their CX in fundamental, business-impacting ways. You’ll find out:

  • Global trends in the adoption of CX and marketing technology
  • How organizations are pivoting their CX strategy amid pandemic-related disruptions
  • How Stanley Black & Decker and J.Crew are setting the standard for the most ambitious digital journeys

Featured Speakers


Xavier Carou

Senior Director of Digital Technologies

Stanley Black & Decker