Know Your Audience - Episode 2: The CX Platform Shakeout — and What It Means That the CMO Role Is Changing at the Same Time
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Know Your Audience - Episode 2: The CX Platform Shakeout — and What It Means That the CMO Role Is Changing at the Same Time
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The CX platforms that many brands depend on are under serious financial pressure — Medallia’s five-billion-dollar equity wipeout is the most visible example, but the structural forces behind it apply across the category. At the same time, the CMO role itself is being redefined: Forrester’s latest report argues that AI is pushing marketing leaders from campaign execution into enterprise growth orchestration, while AI-native CX startups are raising at multi-billion-dollar valuations. The old infrastructure is cracking and the role that depends on it is changing shape. Brand leaders who grasp both shifts together will make better decisions than those who see them in isolation.
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