The customer experience is no longer just the realm of marketing – it has become a key competitive differentiator. As a recent Forbes article states, “The customer is in control. Brands need to be more accessible and marketable and so do company boards, not just in terms of corporate governance, but when executing their business strategy and ensuring they are maximising shareholder value”. Marketing must sit at the heart of business decision-making if organisations want to stay ahead of the competition and embrace ever-higher customer expectations. Moreover, the availability of data and analytics has made it possible to assess the impact of marketing strategies on commercial performance, and marketing is increasingly being recognised as a core driver of the business as a result. It’s now in the CEO’s best interest to build a strong relationship with the CMO, and grant him or her a seat at the executive table.