Jake Sorofman

Jake Sorofman


Last week, AdAge and other outlets reported, somewhat breathlessly, that Coca-Cola CMO, Marcos de Quinto, was leaving the company after just over three years in the top marketing post. His replacement? Nobody. Coke has decided to fold the marketing function into two other roles: chief innovation officer and chief growth

Marketing survey

There are a lot of reasons customer experience projects can fail, from lack of visible executive support to misaligned incentives to a culture that doesn’t celebrate and reinforce the primacy of the customer. Take our Which-50 reader survey and go into the draw for a chance to win a pair

All the energy and investment you commit to automating digital experiences at scale may be for naught if you’ve failed to pay adequate attention to the content supply chain. Why? Because the content supply chain is the rate limiter to digital marketing maturity. Targeting and personalising experiences requires content—lots of

I spend a fair amount of time talking to companies about positioning and messaging, which appears to be an endemic challenge for pretty much everyone. This is particularly true for technology vendors, who face the headwinds of the tyranny of words and convergence of everything. Try as we might, these

Recently I had the chance to moderate a panel discussion at The Churchill Club in Silicon Valley on the future of marketing. Here, I sat down with Karen Walker, CMO of Cisco; Liza Landsman, chief customer officer of Jet.com; and Whitney Mortimer, CMO of IDEO to talk about what the

Every year, Gartner for Marketing Leaders follows the money, reporting on how marketing leaders allocate and prioritize their spending—and, by extension, how they telegraph what really matters. Gartner just published its 2016-2017 CMO Spend Survey (subscription required). The first reaction to our annual study is simple: marketing matters. In fact,

By 2017, CMOs will spend more on technology than CIOs. This now-famous prediction was made several years ago by my former Gartner colleague Laura McLellan. At the time, it was polarizing, to say the least. Depending on who you asked, it was either highly provocative or wholly outrageous. And, according

customer experience

As a strategy, customer experience runs the risk of devolving into the sort of absurdist platitudes that you might expect to find on a cat poster. Put the customer first. Learn to listen. Empathise. All worthy virtues, to be sure, but these are things that are easy to say and

We’ve all heard the stories about customer experience where brands that go to extraordinary lengths to delight a consumer. The home visit bearing gifts. The call from the CEO. The impromptu tropical vacation to reward your loyalty. There’s no doubt that this sort of delight is a powerful currency, particularly

Not long ago, I wrote about poets and quants in the marketing department. I suggested that, while it may sometimes feel like the mathletes have the advantage, both skillsets are crucial to modern marketing. But the reality is that these skillsets hardly exist in isolation. Today’s marketer is expected to