Deloitte digital | Global Marketing Trends 2022

1
2022 Global
Marketing Trends
Thriving through
customer centricity

2
About the Deloitte CMO Program
Deloitte’s CMO Program supports CMOs as they navigate the complexities of the role, anticipate upcoming
market trends, and respond to challenges with agile marketing. Read more on the latest marketing
trends and insights.
Digital technology has changed the face of business. Across the globe, Deloitte Digital helps clients see what’s possible,
identify what’s valuable, and deliver on it by combining creative and digital capabilities with advertising agency prowess,
and the technical experience, deep business strategy, and relationships of the world’s largest consultancy. Deloitte Digital
empowers businesses with the insights, platforms, and behaviors needed to continuously and rapidly evolve to perform
beyond expectations. Read more about Deloitte Digital’s world-class digital agency and its service offerings.

3
2022 Global Marketing Trends
Table of
contents
Introduction
Thriving through customer centricity
Purpose—A beacon for growth
How brands can gain a competitive
advantage through an authentic purpose
Authentically inclusive
marketing
Winning future customers with diversity,
equity, and inclusion
Building the intelligent
creative engine
How unconventional talent strategies
connect marketing to the customer
Meeting customers in a
cookieless world
How growth leaders are rethinking first-party
data strategies
Designing a human-first data
experience
Interacting with customers—and their data—
to foster trust
Elevating the hybrid experience
Human-centered design for our physical
and digital environments
Supercharging customer service
with AI
Reimagining AI strategies to unlock a true end-
to-end customer experience
4
10
18
26
34
42
50
56
Recognition and appreciation
Contact us
65
64

4
Introduction
Thriving through customer centricity
Macro trends, from the
integration of digital
and physical channels
to increasing calls for
diversity, are upending
the marketing function.
What can brands learn
from their highest-growth
counterparts to thrive?
4

5
The past 18 months forever redefined customer engagement
strategies—and with this change has come unprecedented
complexity. Consider just a few of the macro trends unfolding in
the market: In a world where people continuously toggle between
digital and physical channels, linear customer journeys are
almost a relic of the past. Consumers expect more tailored and
personalized experiences but, simultaneously, are more guarded
in how their data is captured and deployed. Even the definition
of convenience has changed as people expect items and services
to be available at the push of a button. Beyond products and
services, people are more attuned to what a brand stands for—
and if it’s only maximizing profit, many will walk away before the
brand can even put an offer in front of them.
These trends are creating just as much complexity within the four
walls of the organization. As artificial intelligence becomes core
to the entire customer experience, teams are scrambling to find
the right mix of talent that elevates—and integrates—the creative
and analytical. In parallel, brands are continuously looking to
ensure their talent is just as representative and inclusive as the
experiences they hope to deliver to market. And underscoring all
of this is the reality that marketing budgets shrunk to record lows
at a time when expectations are at an all-time high.1
Given these trends, how can brands thrive in an increasingly
complex world?
We believe the answer requires holistically rethinking the way
brands engage with customers—and for good reason: When we
surveyed over 1,000 global executives, we found the highest-
growing brands (defined as those with 10% or higher annual
growth) are moving beyond point solutions and comprehensively
addressing the entire customer experience—encompassing
everything from activating an enterprisewide purpose to
overhauling entire customer data strategies.
Taking the lead from these high-growth organizations, we took a
multifaceted approach to the 2022 Global Marketing Trends report.
In addition to surveying executives from five countries, we polled
11,500 consumers across the globe, as well as conducted 18
in-depth interviews with executives from leading global brands
(see sidebar “Research methodology” to learn more). In total,
we identified seven trends that are customer-centric and take a
360-degree view of the solution set.
360-degree engagement:
People, data, and
experiences
To provide leaders with a road map to thriving in these
unprecedented times, we organized our trends into three
sections: people, data, and experiences.
However, these sections are not mutually exclusive endeavors.
They comprise an interdependent system that, when
integrated, forms the basis of dynamic customer experiences.

6
Introduction
Putting people at the center
The opening trends in our report build the foundation through
which everything else flows: the people the brand serves.
Purpose—A beacon for
growth
Explores how high-growth brands are
cutting through the noise of competing
on price and quality alone and building a
competitive advantage by committing to and
communicating their impact beyond profit.
marketing
Focuses on how marketers—and their
advertisements—are generally the face
of what a brand stands for beyond profit
maximization to consumers. And as
populations continue to become more diverse and increasingly
prioritize representation, it’s important to get the brand
authentically right or risk losing your customer of today—and
the future.
creative engine
In a fast-paced world, marketers need a
talent model that moves at the speed of
culture. This trend highlights how brands
are unleashing creative content that better
resonates with today’s world. This includes using agile cohorts
TREND 4
of creative and analytical talent to solve customer problems and
seeking new forms of external talent, for example, by turning
influencers from product spokespeople to creative agents.
Building the data infrastructure
The proliferation of channels has led to myriad sources of data.
However, more is not always better, and, in some cases, what’s
available today won’t be here tomorrow. Our next two chapters
provide guidance in navigating this increasingly complex data
environment.
cookieless world
Discusses how marketers should be
preparing for an environment where less
information will be available as third-party
cookies continue to disappear. Further, we
note how high-growth brands are already ahead in their first-
party data strategies.
Designing a human-first data
experience
But it’s not just about moving to a first-party
data strategy; designing a human-first data
experience shifts the lens to consumers to
better understand the balance between
people finding the use of their data helpful and, well, creepy.
Designing dynamic experiences
The customer experience is the culmination of every step along
the way. In this spirit, our final two chapters highlight how brands
can bring everything together to ensure their experiences match
their aspirations of delivering dynamic solutions to customers.
Elevating the hybrid
experience
Lays out how brands can build dynamic,
cohesive experiences in both their digital
and in-person environments through leading
principles from human-centered design.
Supercharging customer
service with AI
Considers the consumer’s perspective to
show how timely offers and knowledgeable
customer service can better help consumers
make purchase decisions. This trend reveals
how artificial intelligence can be integrated with human service to
bring the best of both to the entire customer journey.
Together, these trends highlight that marketing is a powerful force
for growth in designing customer experiences that foster trust
and meet human needs.

7
Research methodology
To ensure a globally relevant, cross-topic understanding of marketing and the customer experience, we conducted two global surveys and
18 in-depth interviews with global executives.
The Global Marketing Trends Executive Survey polled 1,099 C-suite executives from global companies located in the United States
(62%), the United Kingdom (11%), France (9%), Japan (9%), and the Netherlands (9%) in April 2021. This survey asked chief executive,
marketing, information, finance, operating, legal, and human resource officers their thoughts on a variety of topics driving the evolution
of the marketing function. As this report focuses on marketing and customer experience leaders, 50% of the respondents consisted
of chief marketing officers or those with similar titles (such as chief experience officer and chief growth officer), with nearly equal
distribution across the other C-suite roles.
All businesses (outside of the public sector) had at least US$500 million in annual revenues, with 73% having over US$1 billion.
The Global Marketing Trends Consumer Survey polled 11,500 global consumers, ages 18 and above, in May 2021 across 19 countries:
the United States, Canada, Mexico, Brazil, Chile, South Africa, Sweden, the United Kingdom, Italy, Ireland, France, Spain, Turkey,
Switzerland, Denmark, Portugal, Japan, India, and China.
Separately, executive interviews were conducted throughout 2021 and involved 18 executives who either currently or previously held chief
marketing, customer experience, or executive officer roles. Their insights were key to uncovering the trends included in this report.
7

8
1. Kelly Blum and Gloria Omale, “Gartner says marketing budgets have
plummeted to 6.4% of overall company revenue in 2021,” press release,
Gartner, July 14, 2021.
ENDNOTE
Jennifer Veenstra | jveenstra@deloitte.com
Jennifer Veenstra is the executive leader of Deloitte’s Global CMO Program. She focuses on CMO leadership,
especially around the client experience, driving strategy, and digital transformation. Veenstra works across multiple
industry areas to help CMOs deliver enterprise growth and connect with customers around purpose. She has led the
transformation of the Deloitte Client Experience.
Stacy Kemp | stkemp@deloitte.com
Stacy Kemp is a principal at Deloitte Consulting LLP who creates significant business value through innovation,
strategic customer experience and operations transformation, exceptional people development, and visionary
leadership. Kemp works with Global 100 Index clients and has led an early-stage, entrepreneurial organization within
the digital domain. She also creates next-generation strategies and develops innovative products and services
through equal parts of intellect and practicality.
Barbara Venneman | bvenneman@deloitte.com
Barbara Venneman is the Global Advertising, Marketing Commerce leader for Deloitte Digital. She helps brands
become customer-obsessed by building connections between people, systems, data, and products, enabling them to
deliver more personalized, contextual experiences for their customers. Venneman focuses on increasing customer-
lifetime value using data-driven creative, cognitive web, and customer data to deliver emotional experiences to
targeted segments across customer acquisition, engagement, service, and retention.
Tim Murphy | timurphy@deloitte.com
Tim Murphy is the director of Research and Insights for Deloitte’s CMO Program. As a researcher and analytical
scientist with Deloitte Services LP, he focuses on emerging marketing trends and CMO dynamics within the C-suite.
ABOUT THE AUTHORS
Introduction

9

10
Purpose—A beacon
for growth
How brands can gain a competitive
advantage through an authentic purpose
x
y

11
The expectation that the purpose of businesses
should go beyond maximizing profits is
becoming more common. Take the 2021
Edelman Trust Barometer findings, where
68% of consumers believe they have
the power to force corporations to
change, and 86% of people expect
CEOs to speak out on societal
issues.1
Whether it’s creating a
more equitable world, reaching
net-zero emissions, or protecting
consumer privacy, to name a few,
many organizations are redefining
the articulation of why they exist and
how they make an impact beyond profit.
For many, having “purpose” drive much of
their business and operations has gone from
aspiration to strategic priority.
Many organizations
are redefining why they
exist beyond profit—
pushing them to rethink
everything from product
delivery to employee and
community engagement.
How does marketing
play a role in purpose?
High-growth brands are
to see purpose as a means
to guiding employee
decision-making
MORE
LIKELY

12
With this elevated prioritization comes greater complexities, as
businesses rethink everything from their product delivery and
brand messaging to employee and community engagement
strategies. Getting all this right and resonating with consumers
who debate which brands to choose is no small task—especially
in a world where price and quality still matter.
Purpose: The new growth
Still, it’s worth asking, do consumers really make purchasing
decisions based on what a brand stands for? A skeptic may think
that while people care about these issues, more traditional
purchasing criteria, such as price, still reign supreme.
In our research of 11,500 global consumers, we found the
purpose skeptics may have a point. When we asked people
why they chose to purchase from a specific brand across eight
different categories (automotive, travel, apparel and footwear,
beauty and personal care, household equipment, furniture,
electronics, and banking), price and quality were individually
cited as top-three purchasing criteria anywhere between 61% and
86% of the time (that is, at least one of the two reasons appeared
almost every time).
If we stopped here, we would assume that while people state they
care about issues beyond end-product delivery, they often vote
differently with their wallets. But there’s more to the story.
When we dig deeper, we see a number of areas
where people do elevate other criteria apart
from price and quality, but in a more nuanced
way. For example, we found:
• A third of consumers 25 and younger see
sustainability as a top criterion for beauty
and personal care product purchases.
• For banking decisions, nearly a quarter
emphasize data privacy as a key requirement
to winning their business. Additionally, we are seeing entire
business models arise around data privacy in the business-
to-business (B2B) space. For instance, OneTrust, an enterprise
platform company, works with half of the Fortune 500 to
“operationalize trust” through implementing agile programs
across privacy; security; data governance; governance,
risk management, and compliance; third-party risk; ethics
and compliance; and environmental, social, and corporate
governance programs.2
• Globally, 57% indicated that, in general, they are more loyal to
brands that commit to addressing social inequities (see our
trend “Authentically inclusive marketing” to learn more).
Taken together, we see a clear theme emerge: While all brands
definitely still need to deliver price and quality, these two
dimensions are largely commodity features—or table stakes—
rather than differentiators. Other criteria, including purpose-
related factors, then become competitive differentiators. In
short, purpose is a more personal—and tailored—endeavor.
When brands know whom they are serving and what those
individuals specifically care about, they can position their purpose
as a competitive differentiator and, as importantly, move in the
direction those consumers are expecting.
And there is evidence that brands that commit to purpose are
gaining that competitive advantage. When we polled 1,099 global
executives, we found that high-growth brands (those with 10%
or more annual growth) are translating purpose into action in
markedly different ways from their lower-growth peers: They are
looking at purpose more holistically. These holistic purposes are
capturing a new kind of growth, one that is more equitable and
inclusive across all stakeholders while tied to issues people truly
care about.
We explore how businesses, and their marketers, can follow the
road map of these high-growth brands and bring the customer’s
voice into the organization to help ensure the brand is taking an
authentic purpose to market.
These holistic purposes are
capturing a new kind of growth,
one that is more equitable and
inclusive across all stakeholders.

13
Growing with a holistic
purpose
How are high-growth brands activating purpose more holistically?
While high-growth and low-growth brands see purpose as a
means to inspire product and service delivery at a similar rate
(66% versus 71%, respectively), high-growth brands are 66% more
likely to see purpose as a means to guiding employee decision-
making, and 41% more likely to have purpose drive the corporate
social responsibility investment strategy (figure 1).
Further, high-growth brands put a premium on accountability,
with 93% indicating that they have established key performance
metrics related to their purpose statement (versus 72% of
negative-growth organizations). Such metrics include those
pertaining to product portfolio measurements (50%); diversity,
equity, and inclusion (47%); and the employee review process
(44%).
Source: Deloitte Global Marketing Trends Executive Survey, April 2021.
Note: N=1,039 and excludes public sector responses.
Deloitte Insights | deloitte.com/insights
FIGURE 1
High-growth brands prioritize purpose across the organization
In your opinion, which of the following statements reﬂect what company purpose means to your organization?
Inspires product and
service delivery
Drives corporate social
responsibility
investment strategy
Guides employee
decision-making
Is fundamental to
brand messaging
Positive growth
Negative growth
+10%
42%
36%
58%
35%
58%
41%
71%
66%

14
Putting purpose into action
To position purpose as a competitive differentiator, brands can
consider the following actions, based on insights derived from
our consumer and executive studies:
• Start with organizational “ethos,” then refine through
stakeholder values. There are many internal facets that
define an organization—values, company history, and, to a
lesser degree, products and services offered—and that also
underpins its purpose. However, stakeholder expectations
and value can also shape that purpose, and different macro
issues resonate with specific stakeholder groups and
segments, as our consumer survey showed.
Yves Rocher, a France-based beauty and personal care
brand, derived its purpose “reconnect people to nature” from
the views of its founder of the same name, says global CEO
Guy Flament. “Our founder was convinced that humankind,
without nature, will disappear… The point is not to exploit
nature but to manage our lives to be symbiotic with nature.”
As such, each of Yves Rocher’s products and experiences
are designed to empower all stakeholders, from employees
to customers to manufacturers, to better understand and
connect with this guiding purpose.3
Organizations can consider their strengths as they decide
on which issues to focus to make a tangible impact. This
can prevent them from leaning too far into issues for which
they’re not equipped to make an impact.
• Purpose requires enterprisewide alignment—and
being held accountable. The highest-growth brands more
often measure their purpose, from product delivery to the
employee review process. Establishing key performance
indicators can help ensure the brand continuously keeps its
purpose front and center—and aligns that purpose across
the entire organization. As former chief marketing officer
(CMO) of Keds, Emily Culp, notes, it takes “humility and
wherewithal to take a step back and take in every single touch
point so you’re asking your warehouse employees, if you
manufacture service and goods, all the way through reading
social media comments [and] call log transcripts” to truly
understand how your company is living out its purpose in the
eyes of all stakeholders.4
• CMOs connect purpose and the customer
experience. Lisa Bowman, the former head of
corporate relations at The UPS Foundation
and global CMO of United Way, explains
that “the marketer absolutely has a role
in defining the why, because the why
is the absolute soul of the brand.”5
CMOs are uniquely positioned
to bring the customer voice to
the organization and ensure
that purpose is embedded in
every customer touch point.
This includes brand messaging,
product and service delivery, and
guiding the employees responsible
for delivering these customer
experiences. For instance, in order to
keep its purpose and mission front and center for employees,
global B2B technology company VMware assesses each of
its product lines to ensure they closely align to “sparking
innovation that creates lasting change” through its product
use cases—an activity that also helps ensure purpose is top
of mind for employees as well.6
The companies that continuously work to ensure that their
purpose mirrors stakeholder needs, and then commit to bringing
those solutions to life, are the ones likely best positioned to make
purpose a competitive differentiator.

15
About the research
The Global Marketing Trends Executive Survey
polled 1,099 C-suite executives from global companies
located in the United States, France, Japan, the United
Kingdom, and the Netherlands in April 2021. This
survey asked chief executive, marketing, information,
finance, operating, legal, and human resource officers
their thoughts on a variety of topics driving the
evolution of the marketing function.
The Global Marketing Trends Consumer Survey
polled 11,500 global consumers, ages 18 and above, in
May 2021 across 19 countries.
See the introduction to learn more about both studies.

16
1. Edelman, Edelman Trust Barometer 2021, March 2021.
2. OneTrust, “Home page,” accessed September 3, 2021.
3. Interviews conducted between May and August of 2021 as part of the
2022 Global Marketing Trends research.
4. Ibid.
5. Ibid.
6. Example highlighted by VMware CMO Carol Carpenter during our Global
Marketing Trends interview series conducted in August 2021.
ENDNOTES
Kwasi Mitchell | kwmitchell@deloitte.com
Kwasi Mitchell serves as Deloitte’s chief purpose officer. He is responsible for driving a firm-wide strategy around
Deloitte’s commitments to include, but not limited to, diversity, equity, and inclusion (DEI), sustainability and climate
change, and education and workforce development. Mitchell is also responsible for engaging our people to live their
purpose daily, supporting our clients on their purpose journey, forming alliances with key partners to co-create
solutions to address systemic societal issues, and driving internal policy and process changes to achieve our purpose
aspirations. His leadership will also bring focus to the lasting impact Deloitte works to bring to our communities
through corporate citizenship.
Amy Silverstein | asilverstein@deloitte.com
Amy Silverstein leads the Deloitte Purpose Strategy offering, a unique collaboration across Monitor Institute,
Monitor Deloitte Strategy, and Deloitte Digital. She advises organizations to develop, operationalize, measure, and
communicate their purpose, including environmental, social, and governance strategies and linking purpose to core
enterprise strategy to accelerate commercial growth, manage risk, and advance societal impact.
Andrew Sandoz | asandoz@deloitte.co.uk
Andrew Sandoz is a partner and global chief creative officer of the firm’s experience consultancy Deloitte Digital.
He leads our full range of creative services, and on net-zero and purposeful growth, connecting creativity with
consultancy to shape sustainable business futures.
ABOUT THE AUTHORS

17

18
marketing
Winning future customers with diversity,

19
1.9x
High-growth brands are
to have DEI-related talent objectives
than negative-growth brands
MORE
LIKELY
While the marketing
function is increasingly
focusing on more
inclusive advertising,
consumers—who are
increasingly diverse—
expect brands to
follow through on
these promises. Learn
about three ways
marketing can do this.
On a given day, up to 10,000 discrete advertisements bombard
consumers during their waking hours.1
Consumers—especially the
youngest generations—are expecting more from these messages than
just details about the latest seasonal sale. Rather, they are questioning
whether a brand supports diversity and inclusion both publicly and
behind the camera—and this focus is becoming increasingly important
to brands as well.

20
As the consumer population diversifies—by race and ethnicity,
sexual orientation, or differences in ability, for example—
it’s imperative for brands to authentically reflect a range of
backgrounds and experiences within their messaging if they
expect to effectively connect with future customers. In our
survey of 11,500 global consumers, we found the youngest
respondents (from 18 to 25 years old) took greater notice of
inclusive advertising when making purchase decisions (figure 1).
What’s more, when we examined the US results by ethnicity
and race, respondents were up to two-and-a-half times more
likely to be aware of a brand prominently promoting diversity
when making a product or experience purchasing decision
if they identified as Asian or Pacific Islander, Black or African
American, Hispanic American, Native American or Alaska Native,
or multiracial or biracial.
But it’s not enough to just market inclusiveness or diversity,
as our results also show 57% of consumers are more loyal
to brands that commit to addressing social inequities in their
actions. Appealing to the loyalties of future customers can
require brands to demonstrate they are promoting equitable
outcomes in all their spheres of influence: via hiring and
retention, using diverse suppliers, or marketing products for
users of differing abilities.2
And our data tells us that high-
growth brands (defined as those with annual revenue growth of
10% or more) are more frequently establishing key performance
metrics for diversity, equity, and inclusion (DEI) objectives than
their lower-growth competitors.
Authentically inclusive marketing
18%
17%
11%
10%
13%
14% 14%
17%
35%
32%
23%
28%
30% 30%
23%
31%
Auto Travel Apparel and
footwear
Beauty and
personal care
Household
equipment
Furniture Banking
products and
services
Electronics
FIGURE 1
Younger generations more often notice representative advertising at the time of purchase consideration
18–25 years 46+ years

21
Our data tells us that
high-growth brands
(defined as those
with annual revenue
growth of 10% or
more) are more
frequently establishing
key performance
metrics for diversity,
(DEI) objectives than
their lower-growth
competitors.
Resonating with authenticity
These findings reflect the contours of a changing society.
New US Census data shows that in the past decade, the white
population has declined for the first time in history, and people
who identify as multiracial, Hispanic, and Asian are driving much
of the population growth.3
A 2021 Gallup poll highlights that
LGBTQ identity has risen from 3.5% in 2012 to 5.6% in 2020—
and includes one in six among Generation Z (ages 16 to 26 in
2021).4
And the World Health Organization reports that globally,
15% of the population lives with a disability—a category of
consumers that is rarely featured in representative advertising.5
Many of these developments should inform the way brands
speak to younger consumers, especially Gen Z. Overwhelmingly,
94% of that generation expects companies to take a stand on
important social issues, and 90% say they are more willing to
purchase products that they deem beneficial to society.6
But
creating loyalty within Gen Z also requires authenticity; these
younger consumers will notice if brands aren’t making a genuine,
holistic effort to live those DEI values.
As it happens, committing to battling social inequities and
championing DEI also ends up being a gateway to growth. In
our survey of over 1,000 global executives, we found that the
highest-growing brands are committed to achieving equitable
outcomes across all their areas of influence—workforce,
marketplace, and society—in ways their lower-growth
peers are not.7
They measure their DEI efforts more holistically
and do it more often in almost all areas (compared with low-
growth organizations), with a statistically significant difference
in four dimensions: talent acquisition, talent retention, brand
messaging, and community investments (figure 2).

22
For instance, 33% of high-growth organizations have established
key performance metrics for diversity in talent retention,
compared with only 17% of negative-growth organizations. And
23% of these high-growth organizations have established ways
to measure diversity in their hiring, while only 15% of negative-
growth organizations have done so.
There were similar differences for external endeavors: 27%
of high-growth organizations have established equity metrics
for community investments (versus 18% for negative-growth
organizations); and 38% of high-growth organizations have
established similar metrics for their brand messaging campaigns
(versus 30% for negative-growth organizations).
Luckily for marketers, they most likely already have a champion
in the C-suite. According to the 2021 Fortune/Deloitte CEO
Survey, 94% of CEOs indicated that DEI was a personal strategic
priority, and 90% agreed that their organization aspired to be a
leader on the topic.8
23%
Hiring objectives Talent retention
objectives
Brand messaging
and imagery
Community
investments
Positive growth
Negative growth
+10%
15%
33%
17%
38%
30%
27%
18%
FIGURE 2
Where high-growth brands are measuring diversity, equity, and inclusion initiatives

23
How marketers can elevate
equity—inside and out
Essentially, consumers want to support brands that represent
them and their values. And organizations that have made DEI
efforts a core priority also recognize that it’s just as important to
feature representation in front of the camera as it is behind the
scenes.
How can marketers do this? There are multiple ways across an
organization’s ecosystem, of which we’ve highlighted three:
• Ensure teams and suppliers reflect your market.
Teams—both internal and external—that closely reflect the
markets they serve can reduce the cultural and demographic
distance between the brand and the consumers they aspire
to reach. “It’s not just who we hire internally, but who we work
with,” says Marissa Solis, senior vice president of portfolio
marketing, partnerships, and media at Frito Lay. “We want
to make sure we’re working with a diverse array of content
creators, agencies, directors, and producers to influence the
industry and be culturally relevant in how we convey those
messages—in an authentic way.”9
• Bring diverse voices back to the organization. As chief
marketing officers are often the first line to the customer, they
should use that position of influence to continuously monitor
and bring the needs of underrepresented communities to
their organization—and feature those voices and faces in
campaigns.
For instance, global beauty and personal care brand Avon
surveyed 8,000 women across the globe to understand what
issues were impacting them most during the pandemic.
When Avon found that 41% lost confidence during the
pandemic, it partnered with models of various races,
ethnicities, and abilities to drive awareness on its “My Story
Matters” platform—a space to give women a chance to share
their authentic, unedited stories.10
• Make your commitments measurable. Ultimately, no
amount of messaging can help a brand overcome the hurdle
of being labeled disingenuous. One way to solve for this is
to make sure your DEI goals are not just checking a box but
creating real, measurable outcomes.
For Laura Curtis Ferrera, global chief marketing officer of
Scotiabank, artificial intelligence (AI) helps to audit messaging
and ensure there is always accountability. “We’re really
investing in representation—inclusion by design—at all
levels,” she says. “We tried to do it manually, but it’s really
time-consuming and you may miss things. And when you add
a human, you add bias to the process. So now we do it using
AI; then we have someone whose actual job title is around
managing the inclusion-by-design mandate.”11
In the end, future generations and growing populations of
diverse communities are expecting more. Simultaneously,
the highest-growing brands are reducing the cultural and
demographic distance between the makeup of their teams
and the markets they aspire to reach. Marketers can help their
organizations not only hone their messaging but also support
a company’s transformation to a more equitable, diverse,
and inclusive organization, thereby underpinning their brand
messaging with authenticity.
About the research

24
1. AdLock, “A day of life: How many ads and trackers users get during one
day on a mobile device,” December 16, 2020.
2. Charlotte Bitmead, “Beauty and disability inclusivity—Are we really doing
enough?” Elle, October 30, 2020.
3. United States Census Bureau, “2020 census statistics highlight local
population changes and nation’s racial and ethnic diversity,” August 12,
2021.
4. Jeffrey M. Jones, “LGBT identification rises to 5.6% in latest U.S. estimate,”
Gallup News, February 24, 2021.
5. World Health Organization, World report on disability 2011, 2011.
6. These statistics were highlighted in Deloitte’s The equity imperative,
published in February 2021. Sources for this report include: Sourcing
Journal, “What millennials and Gen Z think of your brand’s CSR
efforts, and what you can do about It,” September 3, 2019; InsideOut
Development, “The ultimate guide to Generation Z in the workplace,”
March 2019.
7. Deloitte, The equity imperative.
8. Deloitte, 2021 Fortune/Deloitte CEO Survey, 2021.
9. Sourced from Deloitte interviews conducted between May and August of
2021 as part of the research for the 2022 Global Marketing Trends.
10. Jenny Fieldgate, “‘We landed on two inspirational women who were
perfect’—Behind the campaign, Avon My Story Matters,” PRWeek, July 6,
2021.
11. Deloitte Global Marketing Trends interviews.
ENDNOTES
Christina Brodzik | cbrodzik@deloitte.com
As a principal in Deloitte Consulting LLP and the national leader of Deloitte’s DEI Client Service Practice, Christina
Brodzik brings more than 20 years of experience to the human capital space. She has worked across multiple
industries to design and build DEI functions, provide coaching and support for new chief DEI officers, and develop
multiyear DEI strategies. She is also a certified facilitator for Deloitte’s Inclusive Leadership Experience, Inclusion
Strategy, and Chief DEI Officer Transition Labs.
Nathan Young | natyoung@deloitte.com
Nathan Young is among the nation’s leading creative strategists and brand purpose experts. At Deloitte, Young leads
the Strategy discipline for Ethos, a new offering from Deloitte Digital centered around helping the world’s leading
brands develop innovative new programs and products that advance progress on equity, sustainability, and social
welfare-related goals.
Sarah Cuthill | scuthill@deloitte.com
Sarah Cuthill is a principal with Deloitte Consulting LLP. She currently serves as the Secretary of the Deloitte US Board
of Directors, and is an advisor to Deloitte Consulting’s DEI client service practice. She has more than 25 years of
experience serving clients across industries to develop and implement strategies for workforce transformation and
global talent mobility.
Nikki Drake | ndrake@deloitte.com
Nikki Drake is a senior manager with Deloitte Consulting LLP. She is experienced in developing and leading strategic
change, communication, and transformation programs related to corporate governance, DEI, learning and leadership,
performance management, and workplace culture. She is a contributor to recent thought leadership around DEI,
including The Equity Imperative and Government’s Equity Imperative.
ABOUT THE AUTHORS

25

26
creative engine
How unconventional talent strategies connect
marketing to the customer

27
Marketing was once pegged as a field for
creatives, but the rise in big data and
artificial intelligence has changed the
demands of the profession. Now,
marketers aim to uncover the most
nuanced insights about their
customers and connect brand
messages to those moments in
their daily lives. Similarly, there’s
a growing expectation that
marketers can bring these insights
back into the organization to help
inform everything from purpose to
customer data strategies (see our trends
“Purpose—A beacon for growth” and
“Designing a human-first data experience”
to learn more).
63%
of college-educated
employees are
working remotely
100%
0%
As data becomes more
important to customer
strategies, marketers
are gravitating toward
hiring people with more
analytical skills. How
do new marketing talent
strategies enable this
shift—while retaining the
creative part?

28
18%
30%
34%
23%
27%
18%
21%
18%
24%
16%
Consumer Technology, media,
and telecommunications
Financial
services
Life sciences
and health care
Energy, resources,
and industrial products
FIGURE 1
Chief marketing officers often identify analytical expertise as a more important skill than creative expertise
Chief marketing officers who identified analytical and creative expertise as top skills
Analytical expertise Creative expertise
In this more data-intensive environment, we already see
marketers gravitating toward hiring more analytical skills. When
we surveyed 556 global chief marketing officers (CMOs) and
asked them to identify the top skills of their highest performers,
analytical expertise edged out creative skills in almost every
industry, with the exception of the consumer industry—
something that would be almost unheard of 10 years ago
(figure 1).
Meghan Nameth, senior vice president of marketing at Loblaw
Companies Limited, Canada’s leading food and pharmacy
retailer, explains why these more analytical skill sets are rising
in importance: “Our sources of creativity and our paradigms
around where creative thinking comes from are shifting. Some
of the most creative people I’ve ever worked with are data
scientists. That might be surprising given I’ve worked with
some amazing agencies and creative partners. But part of what
really great data scientists do is they make lateral connections
between what looks like disparate points of information.”1
But make no mistake, this isn’t a one-to-one swap of creative
skills for analytical and technical skills. Instead, it’s about
convening data scientists, strategists, programmers, and
creatives together to make the whole greater than the sum of its
parts—which isn’t always the easiest or most straightforward
endeavor.
Building the intelligent creative engine
28

29
Shifting to a more
collaborative mindset
At its core, bringing these skills together will require greater
collaboration. However, this too will likely require a mindset shift
for most CMOs, who may be more used to working on a linear
production schedule. This is especially true when comparing
CMOs with their executive peers: While other executives
routinely identified collaboration as a top skill, the CMOs
prioritized it lower than the rest of the C-suite did (figure 2).
With the goal of getting ever closer to the customer,
collaboration, both internally and externally, can be key to
building a creative engine that moves at the speed of culture.
In this spirit, we discuss how marketers can design more agile
team structures and rethink external relationships, such as
influencer strategies, to capture the most important customer
insights and meet customers in the moments that matter.
27%
25%
31%
28%
Chief
marketing
officer
Chief
learning
officer
Chief
operating
officer
25%
42%
39%
Chief human
resources
officer
Chief
executive
officer
Chief
information
officer
Chief
financial
officer
FIGURE 2
Chief marketing officers prioritized collaboration lower than other
C-suite roles did
Executives who identified collaboration as a top skill

30
Fueling intelligent creative
with agile teams
Finding the right talent structure can be fatiguing. And every
time an organization undergoes an organizational redesign that
doesn’t work, resistance for future change management initiatives
can increase.
Instead of focusing on massive overhauls, the answer may
be to make smaller, more agile changes that focus around a
single objective. Nameth believes in taking an approach to
organizational structure where different skills are brought
together to solve a single problem:
From a structural standpoint, it’s really hard to teach
lateral thinking; one way to compensate where you may
not have that naturally is to build “pods,” where you have
a data science person, a data engineering team, graphic
designers, and a demand gen[eration] team connected
so that you get different thinking on one problem. If your
objective is to attract more customers into your retail
environment, what are all the signals or moments along
the way that would shift their journey?2
For Loblaw, that objective, for instance, may be to understand the
varying consideration points to entering its retail stores: “It may
mean if [customers] are heading to a different store, reminding
them through an advertisement that we have better pricing or
intervening in digital when they’re searching for a store location.”3
Another complication is global consistency. Nanne Bos, the chief
communications officer of Netherlands-based financial firm
Aegon, says, “The most effective and future-proof approach
to global marketing is not centralized nor decentralized, but
about increasing coherence across markets—while allowing for
flexibility.” Bos indicates this can be achieved by “setting up a
global design hub that allows a local customer experience team
not only to download design elements but also to upload [them]
so that other markets can use them as well.”4
The agency and the
influencer: Creative at the
speed of culture
Agencies are often core to creative execution
for many brands. But, as many agencies
work with various clients, the work
produced can sometimes feel
more commoditized rather than
bespoke.5
Simultaneously, the
social influencer has exploded as
a “go-to” product spokesperson.
And these individuals are closer to
products—and customers—than
almost anyone.
Brands don’t have to myopically view social influencers just
as product reviewers. Instead, they may be the next iteration
of the creative agency. In fact, one entertainment company
is now providing briefs to known influencers in their target
demographics and asking them to assist in developing the
creative content.6
This means moving the relationship from
“influencer” to “creator” and putting those individuals at the
center of the brand to work on bigger-picture creative challenges.
We saw this manifest organically with the social-influencer–driven
“100 baby challenge” in Sims 4, where gamers competed against
one another to see who could produce 100 digital babies the
fastest.7
In essence, influencers didn’t just review products; they
influenced user behavior. Brands can do the same by augmenting
their brand-influencer relationships with challenges and creative
briefs.
When Kjetil Undhjem, the head of marketing and
brand strategy at Australian-based bank ANZ,
discusses influencer strategies, he says,
“You can’t just pick [influencers] because
they are famous; you have to pick one
that has that interest and has that
following, and then you can give
them a fair bit of freedom in terms
of how they create that content.”8
This means making sure they
know the subject matter, such as
financial well-being.

31
Further, in some regions such as China, the influencer marketing
industry is years ahead of most of the world as influencer
agencies are already on the rise.9
Recently, global social
media platform TikTok started hosting “creator camps” where
influencers “provide strategic counsel to brands.”10
Integrating a remote
workforce to fill the
skills gap
Even the best-designed teams need the proper backgrounds
and skill sets to be successful. And with 63% of college-educated
employees from our survey of 11,500 global respondents working
remotely, marketers are confronted with both opportunities and
considerations for making this digital-physical construct of work
successful.
Broadening the aperture
Steve Carlile, the CMO of online cosmetics company Younique
Products, has seen the rise in remote work permanently change
how the brand sources talent—to the strategic advantage of
the company. The benefits include gaining access to specialized
skill sets, building a more diverse workforce, and, in many cases,
bringing workers geographically closer to business partners
and suppliers. As Carlile explains, “We were able to find the right
talent, and, as we expanded the geographic scope, we were
intentional about it.”11
Based out of Utah, Younique was able to enhance its RD and
product marketing functions through the remote workforce.
Further, with manufacturing partners based on the US East
Coast and Europe, Younique hired a head of RD “a stone’s throw
away from being able to plug in closely with our manufacturing
partners.” And in terms of diversity, while Utah has a relatively
homogeneous population, Younique was able to cultivate a more
representative talent base that better reflects the customers it
serves—an increasingly important dimension when trying to be
culturally relevant.
Optimizing hybrid
While remote work will carry on, hybrid brings a new element
to consider. Bill Beck, the CMO of health insurance company
Anthem, sees the power of bringing key portions of strategic
work together for in-person collaboration. For instance, when
Anthem was designing a new creative platform, Beck recognizes
the moment the team came together to think through the
execution of the platform as a key turning point in the project’s
development. Beck notes, “It just reminds me of the importance
of being together. Especially as a marketer, the face-to-face
collaboration from a creative aspect is where we’re going with
hybrid.”12
For the CMO, it’s less about organizational redesigns and more
about a cultural shift—one that reshapes how marketers work
toward common goals that unlock compelling creative.
About the research
The Global Marketing Trends Executive Survey polled
1,099 C-suite executives from global companies located
in the United States, France, Japan, the United Kingdom,
and the Netherlands in April 2021. This survey asked
chief executive, marketing, information, finance,
operating, legal, and human resource officers their
thoughts on a variety of topics driving the evolution of

32
2021 as part of the 2022 Global Marketing Trends research.
2. Ibid.
3. Ibid.
4. Ibid.
5. Christine Cutten and Libby Cousins, 2021 Global Marketing Trends:
Marketing disrupted, Deloitte Insights, 2020.
6. From Deloitte client work.
7. Cass Marshall, “The Sims 4’s 100-baby challenge is wild now,” Polygon,
July 20, 2020.
9. Elijah Whaley, “The future of influencer marketing is in China,” Luxury
Society, June 5, 2019.
10. Rebecca Stewart, “The stage is set for brands to jump on TikTok’s
influencer marketing boom,” The Drum, April 8, 2021.
12. Ibid.
ENDNOTES
Christine Cutten | ccutten@deloitte.com
Christine Cutten is a principal at Deloitte Consulting LLP and a leader within the Customer Transformation practice.
Over her 20-year experience, Cutten has helped CMOs rethink their marketing strategies and operations by helping
them to design their road maps to the future. She received her Bachelor of Science from the Wharton School,
University of Pennsylvania, and her MBA from Kellogg Graduate School of Management, Northwestern University.
Livia Zufferli | lzufferli@deloitte.ca
Livia Zufferli is a senior marketing executive with more than 20 years of experience in retail and consumer goods. As a
strategic brand builder and creative marketer, she has helped companies enter new markets, launch new brands, and
relaunch existing offerings to keep pace with evolving consumer needs. A leader in Deloitte’s Customer Marketing
practice, Zufferli’s areas of focus include brand strategy, integrated marketing planning, communication strategy,
advertising, and creative/content development.
Shaunna Conway | shconway@deloitte.ca
Shaunna Conway is Deloitte Digital’s Advertising, Marketing, and Commerce offering leader in Canada with a passion
for developing digital-first marketing organizations. Conway works with clients to strategically leverage technology
to drive customer value, measure and learn, and future-proof the business. She’s a trusted advisor on technology-
enabled customer experiences, connecting the dots between sales, service, marketing, and commerce. Conway has
industry expertise in consumer services, financial services, and telecommunications.
ABOUT THE AUTHORS

33
David Phillips | davphillips@deloitte.com.au
David Phillips is a partner at Deloitte Consulting in Australia and brings nearly twenty years of experience across a
range of commercial disciplines, including organizational strategy, brand (custodianship and communication), general
management, insights, and innovation. Prior to establishing the Brand, Creative and Media practice at Deloitte, Phillips
led strategy and media at one of Australia’s most successful agencies. He has also led client and agency teams across
the public sector.
ABOUT THE AUTHORS, CONT.

34
cookieless world
How growth leaders are rethinking first-party
data strategies

35
40%
61%
of high-growth brands
are shifting to a ﬁrst-party
data strategy while only
of negative-growth
brands said the same
Over the past decade, marketers have been experimenting in the digital world to strengthen
brand-customer relationships. For example, a proliferation of social channels has altered how
marketers interact with their customers in both the business-to-consumer and business-to-
business spaces.1
In tandem, advances in big data and artificial intelligence (AI) have allowed
marketers to better target and message customers—and as importantly, measure the
effectiveness of those approaches. Fundamental to these advances are third-party cookies (data
captured and used from third-party sites).2
With third-party
cookies systematically
disappearing, how can
marketing organizations
use other data strategies
to effectively target
and engage with their
customers?

36
Now the pendulum is swinging the other direction, toward data
privacy: While consumers may appreciate relevant ads, they also
have concerns about how their personal information, purchase
preferences, and browsing habits are being used (see our trend
“Designing a human-first data experience” to learn more). In
response, regulations have tightened, and many web browsers
and tech companies are disabling third-party cookies—with
additional changes and restrictions anticipated down the line.
The phasing out of third-party cookies can hinder marketers’
ability to effectively engage with customers in myriad ways,
including finding quality prospects, re-engaging customers who
have considered a brand’s products but possibly moved away
(“plugging the leaky funnel”), and measuring the effectiveness of
digital ad campaigns.
As marketing organizations try to keep up with these changes
in sentiment and regulation while continuing to deliver relevant
campaigns to consumers, pivoting toward using first-party data
in combination with digitalization could help them continue their
strategic initiatives.
In an effort to help marketers rethink their own data strategies,
we look at insights from our survey of more than 1,000 global
executives to explore how high-growth brands (defined by those
with at least 10% growth over the past year) are both getting
ahead of this ever-evolving data landscape and deploying first-
party use cases more strategically than their lower-growth peers.
First to the first-party
data party
Significantly, high-growth brands are taking the lead in the shift to
a first-party data environment. In fact, results from our executive
survey reveal that 61% of high-growth companies are shifting
to a first-party data strategy, while only 40% of negative-growth
companies say the same (figure 1). This may signal that high-
growth organizations more often recognize the pressing need to
get ahead of a rapidly changing environment.
And getting ahead of this changing landscape is exactly what
VMware, a global business-to-business technology company is
doing. Chief marketing officer (CMO) Carol Carpenter highlights
how VMware is taking a “more globally consistent approach that
is above and beyond the rules and regulations” to give customers
more agency with their data.3
Not only can this provide greater
consistency across regions, it also helps prepare VMware for a
cookieless world.
Meeting customers in a cookieless world
61%
52%
40%
+10% growth
1%–10% growth
Negative growth
FIGURE 1
High-growth brands lead in the development of
ﬁrst-party data strategies
As the use of
third-party cookies
decreases, does your
organization plan to
shift its data strategy
to rely more on
ﬁrst-party data?

37
CMOs from high-growth brands are also well ahead of negative-
growth brands in deploying first-party data in more sophisticated
ways, specifically in two key areas: delivering personalized content
via dynamic creative optimization (51% vs. 36%), and using data
to serve ads to users via programmatic media (49% vs. 29%).
Alternatively, negative-growth brands are more focused on using
first-party data in more traditional ways such as optimized email
(68%) and predictive/propensity marketing (57%)—though, not
significantly more than the rest of the field (figure 2).
0%
20%
10%
30%
40%
50%
60%
70%
Dynamic creative
optimization
Programmatic
media
Predictive/propensity
marketing
Personalized
creative
Optimized
email
FIGURE 2
Chief marketing oﬃcers from high-growth brands use ﬁrst-party data in more sophisticated ways
First-party data marketing use cases
Negative growth 1%–10% growth +10% growth

38
Follow the (growth) leaders
Going down this path of reimagined data usage can come with
its share of evolving challenges. However, whether your brand
is just getting started or preparing to deploy first-party data
in more sophisticated ways, every organization needs to start
somewhere.
Push the data reset button
As we observed with many negative-growth brands, optimizing
emails is a natural starting point because it’s often fueled directly
by first-party data. However, designing a more encompassing and
longer-term first-party strategy typically requires a more holistic
view of your data infrastructure—and, in many cases, a complete
rethinking of both the technical and operational environments.
For organizations overhauling their customer data approach, this
could mean:
• Determining your
reliance on third-
party cookies. It’s
important to develop
a clear picture of how
you’re reaching and
messaging customers
in the digital sphere
and assessing how
many of your customer
interactions rely upon
third-party cookies.
One option is to deploy a “cookie calculator” to gain visibility
into where the organization relies most on third-party
cookies.
• Creating new data infrastructure. To accommodate your
first-party data collection, it’s imperative to establish sufficient
infrastructure, such as a comprehensive consumer data
platform (CDP), that can help connect various data sources
throughout the customer journey.
A clear understanding of these risks, opportunities, and priorities
can help lay a foundation to build upon—which is when the fun of
experimentation can begin.
Try and try again
Although it appears to be a challenge, the dissolution of third-
party cookies also offers an opportunity for companies and
brands to experiment with developing relationships with key
customers. As we observed
with high-growth brands,
some companies are
experimenting a lot,
whether on dynamic
creative optimization,
programmatic media, or
propensity marketing. With
this in mind, marketers
should consider three
key actions to help
ensure success when
implementing a first-party
data strategy:
• Cultivate unique first-party data through greater
consumer value. Marketers who focus on developing first-
party data for their brands can create more opportunities
to reach those customers by cultivating unique data insights
and long-term measurement. One way to do this is by offering
value in exchange for data. “Creating an ecosystem of services
in which the richness of the customer experience improves
as more complete data profiles are built or allowed by the
customer may be an approach to address the issue,” says
Mack Turner, former research executive at Bank of America.4
This can be achieved through customer-value initiatives such
as loyalty programs, AI web assistants, or gamification.
Whether your brand is just
getting started or preparing
to deploy first-party data in
more sophisticated ways,
every organization needs to
start somewhere.

39
About the research
The Global Marketing Trends Executive Survey polled 1,099 C-suite executives from global companies located in the
United States, France, Japan, the United Kingdom, and the Netherlands in April 2021. This survey asked chief executive,
marketing, information, finance, operating, legal, and human resource officers their thoughts on a variety of topics driving
the evolution of the marketing function.
The Global Marketing Trends Consumer Survey polled 11,500 global consumers, ages 18 and above, in May 2021 across
19 countries.
• Build deeper relationships with ecosystem partners.
To grow their first-party data, marketers may need to look
outside their walls. Tech giants and media publishers have
enormous amounts of their own first-party data; so, to
bolster data development internally, marketers should look to
strengthen relationships with such partners to gain access to
their walled gardens of data and corresponding insights.
• Rethink your analytics. Without third-party cookies,
prospecting and retargeting will most likely become less
individualized. However, to establish, maintain, and deepen
customer relationships, companies should reimagine how
they use analytics and targeting. For example, technology and
platform companies are already proposing to shift the focus
from individuals to cohorts—groups of people with similar
interests, such as soccer fans or knitters—which aims to give
marketers a way to target ads to groups without requiring
details of individual users.
While marketers prioritize and experiment, the process of
determining success will most likely take a multichannel
measurement approach that blends insights from a CDP, cohort
analytics, and deeper relationships with ecosystem partners.
There will likely be more speed bumps in the road, but,
ultimately, a shift to first-party data can lead companies toward
a better understanding of their customer journey. So, continue
experimenting, measuring, and improving—and buckle up!

40
1. Peter Sedivy and Michael Barrett, Changing the playbook: Agile marketing
for our increasingly digital world—2021 Global Marketing Trends, 2021.
2. Alex Kelleher and Ken Nelson, What the end of third-party cookies means
for advertisers, interview with the authors, Deloitte Digital, February 12,
2020.
4. Ibid.
ENDNOTES
Alex Kelleher | akelleher@deloitte.com
Alex Kelleher is a managing director for Deloitte Consulting LLP and the global chief marketing officer for Deloitte
Digital. He leads with an always-on creative eye, encouraging out-of-the-box thinking that develops impactful
marketing and communications campaigns. Kelleher is also responsible for increasing awareness on Deloitte Digital
through internal and external channels to help the business meet its sales goals.
David Cutbill | dcutbill@deloitte.com
David Cutbill is the lead principal of the CMO Risk Services practice at Deloitte Touche LLP, providing assurance and
consulting services across the marketing and advertising ecosystem.
Michael Brinker | mbrinker@deloitte.com
Mike Brinker is a principal at Deloitte Consulting LLP and the Performance Marketing leader for Deloitte Digital. In
his 26 years at Deloitte, he has served over 100 clients, incubated numerous technology practices, was a founding
partner, US leader, and global leader for Deloitte Digital, has led major acquisitions, joint ventures, global alliances,
and was instrumental in starting Deloitte’s consulting practice in India. He has served clients in the retail, hospitality,
technology, media, and financial services sectors.
ABOUT THE AUTHORS

41
Jocelyn Lee | jocelee@deloitte.com
Jocelyn Lee leads the Digital Marketing capability at Deloitte Digital. Lee enables marketers to evolve their advertising
models, justify their advertising investments, improve ad performance, and deliver tangible business results through
data-driven, tech-centric, creative-inspired solutions, especially in the direct-to-consumer space.
Will Grobel | wgrobel@deloitte.co.uk
Will Grobel is a director at Deloitte Digital, specializing in sales and marketing digital transformation. He works in the
Consumer Business industry, helping clients increase customer engagement and sales by optimizing marketing and
sales activities and processing the provision of strategies, innovations, and digital solutions. Grobel is a Chartered
Marketer and has experience primarily across the consumer packaged goods and retail sectors.
ABOUT THE AUTHORS, CONT.
ACKNOWLEDGMENTS
The authors would like to thank Kathleen Peeters (Belgium) for her contributions to the development of this trend.

42
Designing a human-first
data experience
Interacting with customers—
and their data—to foster trust

43
When you download a shopping app and consent to the privacy policy, the
company behind the icon on your screen can learn a lot about you. It can know
where you bank, what you tend to buy online, and the approximate hour you
normally browse.
Marketing has
traditionally used
detailed customer
data to improve the
customer experience.
But with pushback
on data tracking, can
the security function
work with marketing to
deepen customer trust?
53%
of consumers said
active device
listening is creepy

44
Designing a human-first data experience
Marketers devour these morsels of information. But there’s a
delicate balance between helpfulness and overuse when it comes
to consumer data. Geo-tracking, device listening, and third-party
cookie-based recommendations can create an unsettling feeling
that smart technology is not just inquisitive—it’s intrusive (see
our trend “Meeting customers in a cookieless world” to learn
more). As a result, people are increasingly rebelling against the
idea of brands following their every move.
At the same time, this abundance of customer data can create
a paradox within the organization. Cyber teams led by the chief
information security officer (CISO) work to protect personal data
and adhere to privacy regulations. Meanwhile, their marketing
peers seek this same information in the hopes of creating better
customer experiences.
So, how can the chief marketing officer (CMO) and the CISO work
together to use this data appropriately and build consumer trust?
To learn more, we polled 11,500 global consumers from 19
countries. The responses help us better understand the
balance between people finding the use of their data helpful and,
well, creepy.
Relationships first
To explore how the use of personal information can build or
erode trust, we examined how consumers perceive specific data
interactions, while taking into account the consumer’s relationship
with the brand.
In our survey, we presented 10 brand interactions that use
customer data and asked respondents to rate the interaction
on a scale of creepy to helpful. These ratings were then used to
create a “net helpful score”—by taking the difference between
those who agreed the interaction would be helpful, and those
who indicated it would be creepy (we did not include the neutral
responses; see figure 1).
For instance, 68% of respondents said they found it helpful when
a brand they regularly shopped with provided them alerts when
items go on sale. In comparison, 11% found these alerts creepy,
garnering a net helpful score of 57% (the highest score). At the
other end of the spectrum, people reacted negatively when it
appeared their device was listening to them—for example, you’re
chatting with a friend about your caffeine craving, and a coffee ad
shows up in your social media feed. In this case, 26% suggested
this interaction was helpful, while 53% indicated the interaction
was creepy (for our lowest net helpful score of -27%).

45
Relationship
No relationship
In-depth
tracking
No in-depth
tracking
Geo-tracking recommendations
8%
0%
60%
-30%
Active listening
-27%
Geo-tracking recommendations from favorite brand
10%
Cookies following web history
11%
Customer email offer from brand research
24%
Internet of Things sensor recommendation
35%
Brand relationship
sale alerts
57%
Brand repurchase alert
36%
Favorite store foot traffic offer
38%
Wearable-based purchase recommendation
13%
FIGURE 1
Customers rate brand interactions as helpful based on the level of tracking and relationship
status with the brand
Net helpfulness score
Established relationship Established relationship with in-depth tracking In-depth tracking only—no relationship
Across all scenarios, we noted some patterns:
• Established relationships are essential. To some extent
or another, we’re all being digitally monitored. But when
we presented scenarios involving third-party cookies, geo-
tracking, or device listening, consumers almost universally
scored them lower than the scenarios that did not involve
these in-depth tracking methods. Scores for these scenarios
were especially low if we did not explicitly mention that the
consumer had some type of relationship with the brand (for
example, purchased from the brand before or provided the
brand with an email address).
On the other hand, almost every one of our scenarios that
were grounded in brand relationships—and shied away
from in-depth tracking—were ranked by customers as the
most helpful interactions. These relationships included some
customer benefit such as a special offer or timely repurchase
reminder. The fact that these scenarios did not include in-
depth tracking signals the importance of customer agency. In
other words, these scenarios deploy data on the customer’s
terms.
• Implementing in-depth tracking is a balancing act—
even with an established relationship. While in-depth
tracking scenarios with an established relationship received
generally more positive responses than those without one,
they are still a tier below not using in-depth tracking at all. Of
our three scenarios that combined established relationships
with in-depth tracking, only one—providing a digital offer
to customers while they browse aisles at their favorite
store (38% net helpful score)—performed similarly to the
“established relationship” scenarios.
45

46
Taken together, we see that cultivating strong relationships starts
with building trust and providing helpful data experiences that
provide value—and agency—to consumers.
A recipe for cultivating trust:
Transparency, value, and
security
Since trust is so important to building strong customer
relationships, how can brands do this well? One way is by
breaking trust into actionable components.
The power—and value—of intent
Recently, we studied 7,500 consumers and employees to better
understand what drives trust and, as importantly, how trust
predicts future behavior. This analysis indicated that four signals
formed the basis of trust: humanity, transparency, reliability, and
capability (see our article on trust in the consumer industry to
learn more).1
When it comes to trusted data experiences, transparency
and humanity are the most important. In fact, when brands
demonstrate transparency and humanity, customers are 2.5
times more likely to provide personal information that helps
improve the product, and 1.7 times more likely to feel they have
received more value than expected.2
Chris Stamper, president of Sixteen Mile Strategy Group and
former CMO of a top North American bank, sees similar themes
coming to market: “Transparency and engagement with the
customer on how you plan to use the data is critical … The second
lens is value demonstration, which is how you help inform the
customer of value creation and let the customer opt in and opt
out of the things you’re delivering.”3
Competency: Where cyber helps brands
keep the promises they make
Trust will erode if even the most transparent messages (with the
best intentions) fall short of the promises brands make with their
customers. In fact, customers who perceive brands as reliable
and competent are 1.6 times more likely to provide the brand
with their digital information.4
Thus, another key enabler of trust
involves brands demonstrating their competency in keeping
customer data secure.
Brands also need to build trust across their own ranks—
especially when C-suite leaders aren’t used to working closely
together toward that goal. This means not being territorial
and saying that customer data security is another team’s
responsibility. As stewards of brand reputation, marketers can
work closely with their cybersecurity leaders from
the outset of the engagement.
Marissa Solis, senior vice president of portfolio
marketing, partnerships, and media at Frito
Lay, notes the shift taking place. While Solis
acknowledges that a few years ago, cyber would not
be top of mind when thinking about engagement
strategies, much has changed, as “security is one
of the table stakes to building consumer trust …
The security piece, the information systems piece,
or the technology piece is critical because they’re
setting the foundation of that infrastructure, so
they work together with us as we’re trying to paint
the picture and the vision for that [consumer]
engagement.”5
Together, a CMO and a CISO can understand the implications
of data collection choices and work to minimize risks to the
customer. For instance, if a shopping app is being developed
by a third-party vendor, the CMO and CISO can work together
to ensure that the app development includes comprehensive
security assessments and testing so that the customer data
remains protected.
Almost every one of our
scenarios that were grounded in
brand relationships—and shied
away from in-depth tracking—
were ranked by customers as
the most helpful interactions.

47
Navigating the consumer privacy landscape is an increasingly
difficult endeavor. Yet, we also know that using consumer data
transparently and always with their needs in mind can lead to
better decisions and more helpful brand relationships overall—
absent the creepy factor. Building trust is hard. See figure 2
for tips on how to get started designing a human-first data
experience.
About the research
FIGURE 2
Designing a human-first data experience
Four key considerations as organizations design their customer-first data experiences
Start with the
relationship
You can’t lead with deeper
tracking methods before the
consumer trusts you.
Empower the
customer
Agency equals choice.
Giving customers options
puts them in the driver’s
seat to tailor their data
experiences.
Involve privacy and
security teams
from day one
Embed cybersecurity as
soon as possible in planning
successful programs.
Think
“too long,
didn’t read”
In simple language, convey why
specific personal information is
needed and how it’s used, and
always give the customer the
option to opt out.
1
2
3
4

48
1. Deloitte Digital, A new measure of trust for consumer industries, 2020.
2. Ibid.
3. Sourced from executive interviews conducted between May and August
of 2021 as part of the 2022 Global Marketing Trends research.
4. Deloitte Digital, A new measure of trust for consumer industries.
5. Executive interviews conducted as part of the 2022 Global Marketing
Trends research.
ENDNOTES
Ashley Reichheld | areichheld@deloitte.com
Ashley Reichheld is a principal at Deloitte Digital and the Customer, Brand, and Experience practice leader for the
Consumer industry. She has spent 20 years helping her clients reimagine brands and experiences, shaping the
moments that matter for customers, workforce, and partners. Reichheld is the author of HX TrustID™ and is deeply
passionate about building trust, enabling businesses to create value and stronger connections with people and
markets.
Emily Mossburg | emossburg@deloitte.com
Emily Mossburg is a Principal with Deloitte Touche LLP and currently serves as the Deloitte Global Cyber leader. She
leads Deloitte’s Global Cyber strategy driving the continued evolution and expansion of the practice’s global reach,
innovative cyber capabilities, and team of more than 20,000 cyber professionals worldwide. In addition, Mossburg has
served as a trusted adviser to client leadership including CIOs, CTOs, and CISOs, which included navigating a myriad
of enterprise security challenges and program improvements.
Michelle McGuire Christian | mmcguire@deloitte.com
Michelle McGuire Christian is a principal and National Market Offering leader of the experience management hybrid
asset business of Deloitte Digital, responsible for the go-to-market strategy, deployment of assets and overall
growth of the US business. Additionally, she is responsible for the offering of managed services and performance
management for Advertising, Marketing, and Commerce performance for chief marketing officers, chief data officers,
chief digital officers, and chief experience officers.
Tan Wei Sun | tanwsun@deloitte.com.cn
Tan Wei Sun is a partner with Deloitte Consulting China, where he leads the Advertising, Marketing, and Commerce
service offering. He brings his dedication to serve clients along their digital transformation journeys, with a focus on
digital strategy, digital marketing, CRM, data, and e-commerce topics.
ABOUT THE AUTHORS

49

50
experience
Human-centered design for our physical
and digital environments

51
As brands deliver
new digital
experiences that meet
changing customer
preferences, the next
step is to enhance
hybrid customer
experiences—and
human-centered
design can help.
Our lives went from physical to digital overnight—and
amazingly, many brands excelled at delivering
those digital experiences. Rather than
people waiting weeks to see their doctor,
telemedicine has empowered them to
quickly schedule a 15-minute virtual
appointment; numerous businesses
have reaped the benefits of remote
work and made it a permanent
fixture (see our trend “Building the
intelligent creative engine”); and
e-commerce has exploded as the
primary shopping method.
75%
of executives said they
will invest in more hybrid
experiences over the next
12 months

52
Now that brands seem more adept at digital delivery, the next
challenge is to deliver the best of integrated physical and digital,
or hybrid, experiences. In fact, when we surveyed over 1,000
global executives, 75% said they will invest more in delivering
hybrid experiences over the next 12 months. As figure 1 shows,
many executives are looking to hybrid to increase personalization
(43%), innovation (43%), customer connection (40%), and inclusion
(38%).
There are many challenges creating such an interconnected
experience. If digital often exceeded expectations, people
will expect no less from their hybrid experiences, and the
proliferation of channels adds another layer of complexity.
Moreover, creating great experiences often relies on analyzing
consumer data, which becomes more difficult to obtain as people
become more guarded in how their data is being used and third-
party cookies are discontinued (see our trends “Designing a
human-first data experience” and “Meeting customers in a
cookieless world”).
experience with human-
centered design
When it comes to combining the best of physical and digital
experiences, we are already seeing there is no turning back: In
university education, a majority of US students now would like
both digital and in-person learning options,1
and a majority of
professors in Germany indicate that they want to maintain hybrid
elements, such as in-person teaching augmented with “digital
elements,” after the pandemic subsides.2
Another study highlights
that almost 90% of patients in the United States would like to
continue to use telemedicine for nonurgent issues, and over half
said telemedicine allows them to see their doctor more easily.3
38%
To oﬀer more inclusive
experiences
40%
To help people feel
more connected
43%
To increase personalization
of products/services
To make oﬀerings
more innovative
AND
FIGURE 1
Why executives are investing in hybrid experiences

53
So, what’s a brand to do? To meet the demand of elevating
these experiences, it’s best to start by putting the human at the
forefront—and leading principles from human-centered design
can help. By putting human needs at the center, involving select
individuals as cocreators of the experience, and then rapidly
innovating, brands can make their physical and digital experiences
as agile and flexible as consumers have come to expect.
To help businesses elevate their hybrid experiences, we discuss
how expanding choices, integrating feedback, and investing in the
technological infrastructure can bring these design principles
to life.
Enable choice through greater
personalization
Understanding customers and meeting them in their preferred
channel helps personalize their experience—and as importantly,
engages the customer where they prefer to interact with
the brand. For instance, in Deloitte’s global survey of 11,500
individuals, we see younger generations gravitating to emerging
channels—making purchases through social media, voice
assistants, and virtual reality headsets—more often than older
generations (figure 2).
Malorie Maddox, the chief marketing, communications, and
strategy officer at Blue Cross and Blue Shield of Nebraska, says
the health insurer is engaging with younger, more technologically
proficient members through apps, social media, and streaming
services. However, the insurer also continues to offer content
via more traditional channels such as phone banks and face-to-
Source: Deloitte Global Marketing Trends Consumer Survey, May 2021.
41%
22%
11%
3%
15%
6%
Social media
platforms
Virtual reality
headset
Voice
assistant
FIGURE 2
Younger generations are purchasing more often via
emerging channels
18–25 years 46+ years
face interactions, which are preferred by some of its Medicare
Advantage and Medicare Supplement members. According to
Maddox, success starts with “knowing your demographics. We
know our counties inside and out. We can look at the health
challenges the Nebraskans in each of those specific counties
face…[and] we tailor our content to help them meet those
challenges.”4
Tailoring channels to customers also allows the brand to offer
more inclusive experiences. As an example, one study found that
70% of sites are inaccessible to those with cognitive, visual, or
hearing impairments.5
But when channel strategies are expanded
to other options, such as voice assistants, the brand can better
meet different customer needs.
These physical and digital options can also be most helpful when
they are built in collaboration with the end user. A few years
ago, the UK–based supermarket chain, Sainsbury’s, piloted an
in-store shopping app, SmartShop. The original intention was
to empower people to skip the line and do self-checkouts on a
mobile device. However, Sainsbury’s found that many customers
still wanted the in-person checkout experience. Recognizing the
moment as a learning opportunity, Sainsbury’s conducted survey
and ethnographic research to better personalize SmartShop
(including testing usability for those of various abilities). In the next
iteration, which launched during the pandemic, Sainsbury’s looked
to “supercharge the customer experience” by offering more
personalized shopping lists (such as providing recommendations
based on dietary profiles), better integrating customer loyalty
programs, and incorporating more intuitive checkout options.6

54
About the research
Understand what better looks like through
rapid feedback
While investment in hybrid starts with offering freedom
of choice, gathering feedback helps refine those options.
Analyzing behavioral data, apart from getting inputs for tailoring
experiences, also helps brands directly understand from users
what they wish existed.
Guy Flament, the global CEO of France-based beauty and
personal care brand, Yves Rocher, explains how marrying
omnichannel experiences with feedback mechanisms starts
with identifying “what are the moments of truth where we want
to make a difference with the consumer, because you cannot
invest at the same level—with the same intensity—everywhere
on the [customer] journey.” Flament suggests those moments of
truth are key places to implement feedback mechanisms, such as
deploying net promoter scores across each channel after a new
customer places their first order.7
For years, prospective startups deployed “fake doors” to gauge
consumers’ interest in products.8
These took the form of product
advertisements for nonexistent products—but if enough people
clicked on the ad, the startup knew the idea just might have
legs. Brands can implement similar feedback mechanisms in
their digital and physical environments. When Knox Community
Hospital wanted to understand if patients were satisfied with
the timeliness of their appointments, it partnered with market
research firm HappyOrNot to set up terminals across its campus
where patients could simply click if they were satisfied with the
service.9
This made it easier for both patients to provide feedback
and the hospital to collect it and then enact change.
Moving forward, brands can deploy QR codes across their various
channels to empower consumers to either provide feedback or,
like the startup example, signal what channels or services they
would like to have in the future.
Build the infrastructure for a cohesive
experience
Enabling a hybrid experience also requires infrastructure to
ensure every facet of the customer experience is connected
and cohesive. As former chief marketing officer of Keds, Emily
Culp, explains, “It’s thinking about every touch point as chapters
in a story. Each chapter should be able to stand on its own
and captivate and immerse you … Each chapter is special, but
together, [they] tell a much fuller story.”10
This starts with gaining a complete line of sight into the customer
journey. As that line of sight gets fuzzier with the decline of
third-party cookies, brands should invest in infrastructure
that captures customer behavior and analyzes it across all
touch points. One such example is cloud-based customer data
platforms. These platforms capture omnichannel data to map the
entire customer journey and empower brands to more clearly
design the solutions for which their customers are explicitly or
subtly asking.
Humans take the lead
While systems and infrastructure play a role in delivering hybrid,
it still starts with humans. By tailoring experiences to meet
consumer needs and empowering consumers with choices,
brands can help ensure they are on the right path to elevating
experience, even before they hard wire their systems.
54

55
ENDNOTES
1. Lindsay McKenzie, “Students want online learning options post-
pandemic,” Inside Higher Ed, April 27, 2021.
2. David Matthews, “Germans expect to keep some teaching online this
autumn,” Times Higher Education, April 2, 2021.
3. Sykes, “How Americans feel about telehealth: One year later,” April 2021.
5. Jakub Lewkowicz, Report: Majority of websites are inaccessible to blind
users, SD Times, August 15, 2019.
6. Examples from Valeria Paur, “From research to roadmap,” Medium,
January 20, 2021, and Grocer, “The winners for The Grocer Gold Awards
2020,” November 13, 2020.
8. Meg D-K, “3 ways to validate your startup idea without building a damn
thing,” Medium, September 21, 2017.
9. HappyOrNot, “How Knox Community Hospital uses instant, quality
feedback data to increase patient satisfaction scores,” accessed
September 2, 2021.
Amelia Dunlop | amdunlop@deloitte.com
As chief experience officer at Deloitte Digital and principal at Deloitte Consulting LLP, Amelia Dunlop helps companies
develop winning strategies that combine innovation, creativity, and digital strategy. As marketers, she says we have an
opportunity to shift the focus from the customer experience to create more human experiences—earning loyalty and
trust. She is the author of Elevating the human experience: Three paths to love and worth at work.
ABOUT THE AUTHOR
ACKNOWLEDGMENTS
The author would like to thank Andrew Jolly (United Kingdom), and Emily Werner for their contributions to the development
of this trend.

56
Supercharging customer
service with AI
Reimagining AI strategies to unlock
a true end-to-end customer experience

57
Artificial intelligence
can integrate two
marketing tactics—
getting the right
offers to customers
at the right time and
delivering great post-
sales service—to
make the customer
experience even
better.
For every brand, helping customers make purchase decisions by delivering on their needs is a
top priority. But that’s not as easy as it sounds. A surge in digital channels and hybrid online-
offline journeys along with heightened customer expectations have complicated brands’ desire
to create and deliver a dynamic experience that equips customers with the right information and
incentives—when they need it most.
Timely oﬀers
The No. 1 most helpful tactic
for spurring purchases:

58
Deloitte surveyed 11,500 global consumers to better understand
what information they found most helpful while making purchase
decisions across a variety of product and service categories. Two
tactics stood out: timely offers and knowledgeable customer
service (figure 1). In fact, across eight sectors, respondents
cited a “timely offer” most often, with “knowledgeable customer
service” as the second-most helpful option in six categories.
These two dimensions routinely outperformed customized
recommendations, free trials and samples, no-hassle returns and
cancelation policies, and augmented technology (such as virtual
showrooms).
Building on that feedback, brand marketers and customer
experience leaders should be asking: How can we get the best
offer in front of our customers—when they need it most—and
equip service agents with the right information to offer those
customers a level of service that helps them make the best
purchase decisions?
We believe the answer is to optimize artificial intelligence (AI)
within the customer experience—achieving harmony between
human tasks and machine capabilities.1
Supercharging customer service with AI
Source: Deloitte Global Marketing Trends Consumer Survey, May 2021.
No hassle return/
cancelation policy
Timely oﬀer
Knowledgeable
customer service
Free trial/sample
Technology made it
easier to learn more
Customized
recommendations
37%
39%
20%
31%
26%
21%
30%
28%
24%
9%
23%
13%
14%
7%
13%
13%
18%
14%
26%
28%
22%
7%
26%
25%
24%
9%
22%
29%
19%
7%
17%
31%
24%
11%
36%
31%
36%
21%
34%
21%
41%
35%
39%
34%
40%
28%
32%
34%
Auto Travel
Apparel
footwear
Beauty
personal care
Household
equipment Furniture Electronics
Banking
products
services
FIGURE 1
Timely oﬀers and knowledgeable customer service help lead to more purchases
Did any of the following help you make your purchase decision?
58

59
Designing a dynamic
customer experience
A dynamic experience for customers means delivering the
assistance and information they need, whenever, wherever, and
however they want it. One prong of this is the utilization of AI that
has enabled brands to deliver more personalized and creative
marketing material and helped predict customer behavior.
Designing and deploying an AI strategy that assists customers in
their moment of need may be the most effective way to ensure
the right offers meet customers at any point in their customer
journeys.
However, AI isn’t enough. For instance, a self-service chatbot
without live service may convey to the customer that the
company prioritizes cost savings over helpfulness. That’s where
the human side of contact centers comes in.
Employing customer agents as part of a dynamic experience
serves a twofold purpose for brands: It embeds humanity within
their customer journey and creates an opportunity to expand the
view of customer service beyond the point of sale. For instance,
each customer interaction gives agents a captive audience to
whom they can upsell. Our recent contact center survey found
that more brands are viewing their contact centers as revenue
generators rather than mere cost centers—and this is driving
investment strategies for many businesses. In fact, the number
of respondents who have revenue generation as their No. 1
strategic priority is projected to double over the next 24 months.
(At the same time, cost reduction is expected to shrink by 32%
over the same time period.)2
Promisingly, AI and contact center strategies don’t need to be
mutually exclusive.
Where the two tactics meet
Often, brands use AI solutions to focus on a particular piece of
customer service, such as using data to identify timely offers.
However, when AI is embedded with purpose and planning into
critical parts of the entire experience—producing timely offers
and providing relevant insights to contact centers—it can create a
more holistic customer
service solution.
So, instead of treating
AI and contact centers
as siloed investments,
each with its narrow
purpose, marketers
should aim to create
a more integrated
machine-human handoff to better serve customers and support
employees.3
What does that look like?
Ideally, brands would use AI to embed data insights throughout
the customer journey to produce the most relevant offers. For an
extra layer of personalization, AI can serve as an “agent-assist”:
When powered with human-centered design, AI can provide
service representatives with relevant information as they serve
customers to help the latter make the right decision.
Take a typical customer interaction from one global travel and
hospitality company with a reputation for fantastic customer
service.4
AI and integrated data immediately let the service
agent know the customer’s travel itinerary, where they may have
had trouble completing a booking on the site, what in-person
experiences or outings they plan to attend during their travel,
and—after addressing the customer’s issue—provide a cross-sell
or upsell opportunity, if appropriate.
While this company may be considered an early adopter, it will
not be alone for long. Results from the contact center study show
that 79% of contact center leaders plan to invest in greater AI
capabilities in the next two years.5
Consider VMware, a global business-to-business technology
company. From providing more tailored recommendations to
customers around timely security updates to better equipping
customer call center employees with clearer guidance, AI is
changing how VMware holistically delivers on the customer
experience. And chief marketing officer (CMO) Carol Carpenter
makes a point that “it’s meant to supplement our technical
advisors and customer success folks, not replace them.”6
We believe the answer is to optimize
artificial intelligence (AI) within the customer
experience—achieving harmony between
human tasks and machine capabilities.

60
Connecting the dots
Implementing a dynamic end-to-end strategy necessitates a real
understanding of your current customer experience, including
the opportunities to improve it.
To begin, brands should have a clear picture of their customers—
perhaps employing a customer data platform that can integrate
the vast amounts of data collected from disparate sources.
Next, marketers should look at how they’re currently bringing
data insights to life. And encouragingly, they don’t need to be
data scientists to bring these capabilities to their organization.
Between more enterprise software-as-a-service platforms
embedding AI capabilities directly into the product suite and
cloud-based machine learning capabilities offered by multiple
vendors, marketers can think less about the technology and more
about the strategic application of it to transform a customer
journey.7
Australia-based travel and hospitality company Crown Resorts
went through a similar transformation. CMO Nic Emery started
with mapping out the customer journey and understanding
what points make the biggest differences in the customer
experience—and part of that was helping ensure the right
technology was in place to provide great personalization at
scale. Emery describes the process as starting with putting
the data in one place and overlaying it with a cloud-based
customer relationship management system to “feed the critical
parts of interactions our front-of-house staff needs today.” By
doing so, Crown Resorts is uncovering “small windows,” such
as acknowledging a loyal customer’s birthday when visiting any
of their properties, that “will make quite a big difference to the
experience customers will have.”8
To better appreciate the customer experience—and its potential
deficits—consider these three key tasks:
• Understand the experience strategy: Identify each channel and
touch point along the customer journey.
• Make sure they’re connected: The channels and touch points
should create a congruent experience for customers.
• Design with human-centered factors at the forefront: Consider
the entire service experience, including the customer, talent,
and third-party service providers.
Bill Beck, CMO of the health insurance company Anthem, explains
how Anthem is embedding AI in all of its channels, from digital
self-service tools to call centers: “We are using AI to understand
why a member is potentially calling us—and how we can provide
service for them when they call. For example, if it’s a benefits
question, we can get ahead of it before they call, so that we
can quickly take care of them.”9
This also provides time for its
associates to serve members in more proactive ways, such as
promoting nutrition plans to individuals who may be at higher risk
for diabetes.
Ultimately, AI tools are available to help marketers and customer
service leaders create an end-to-end customer experience
that seamlessly blends AI and human service—to better serve
customers and the bottom line.

61
About the research

62
Andy Haas | andyhaas@deloitte.com
Andy Haas is a managing director with Deloitte Consulting LLP and leads Deloitte Digital’s Service Transformation
practice. He helps companies reinvent how they deliver customer service and elevate experiences by transforming
their global contact centers, field service, and omnichannel engagement. Haas’s teams envision, design, deliver, and
run digitally enabled service capabilities to provide personalized experiences and efficient operations.
Michelle McGuire Christian | mmcguire@deloitte.com
Michelle McGuire Christian is a principal and National Market offering leader of the Experience Management hybrid
asset business of Deloitte Digital, responsible for the go-to-market strategy, deployment of assets, and overall
growth of the US business. Additionally, she is responsible for the offering of managed services and performance
management for Advertising, Marketing, and Commerce performance for chief marketing officers, chief data officers,
chief digital officers, and chief experience officers.
Ravouth Keuky | rkeuky@deloitte.fr
Ravouth Keuky is a partner and the head of Deloitte Digital’s Customer Marketing practice (member of Deloitte
Consulting France’s ExCom), specializing in end-to-end digital transformation from strategy to implementation. For
the past 10 years, he has been advising executives of Fortune 100 companies on their digital transformation across a
range of industries, including CPG, banking, retail, aviation and the public sector.
ABOUT THE AUTHORS
ENDNOTES
1. Jim Guszcza and Jeff Schwartz, Superminds, not substitutes: Designing
human-machine collaboration for a better future of work, Deloitte Insights,
July 31, 2020.
2. Deloitte Digital, Elevating customer service: From cost center to experience
hub, July 2021.
3. Guszcza and Schwartz, Superminds, not substitutes.
4. Insights from Deloitte client work.
5. Deloitte Digital, Elevating customer service.
2021 as part of the research for the 2022 Global Marketing Trends.
7. Alex Kelleher, Better together: Improving human experience with AI, Deloitte
Digital, 2020, accessed September 2, 2021.
9. Ibid.

63
ACKNOWLEDGMENTS
The authors would like to thank Klaus Nadler (Germany) for his contributions to the development of this trend.

64
RECOGNITION AND APPRECIATION
This report would not be possible without the collaboration that
results from working alongside colleagues on the front lines to
understand the impact of these trends in the marketplace and
how to embrace them to drive growth for organizations.
Special thanks to the entire CMO Program team for their insight
and support through this journey.
Thank you to the following:
OUR GLOBAL MARKETING TRENDS TEAM
• Content and insights, PMO: Sarah Allred, Timothy Murphy,
Rory McCallum
• Global engagement: Giselle Prego
• Marketing and interactive: Cailin Rocco
• Activation: Fahad Ahmed, Pia Basu, Grace Forster, Kori
Green, Julie Storer, Abhilash Yarala, Kathryn Zbikowski
• WSJ CMO Today: Jenny Fisher, Mary Morrison
• Green Dot Agency: Audrey Jackson, Anthony LaMantia,
Matthew Lennert, Melissa O’Brien, Jose Porras, Govindh Raj,
Sonya Vasilieff, Molly Woodworth
OUR GLOBAL COLLABORATORS
CONTRIBUTING ACROSS THE ENTIRE 2022
GLOBAL MARKETING TRENDS REPORT
Americas
• Leadership: Alfonso Alcocer, Bevin Arnason, Omar
Camacho, Jefferson Denti, Guilherme Evans, Maria Flores,
Yohan Gaumont, Patrick Hall, Javier Huechao, Francisco
Pecorella, Alejandra Pochettino, Pablo Selvino, Enrique Varela,
Charmaine Wong
• Marketing: Martin Avdolov, Maria Gabriela Paredes Cadiz,
Marta Boica Dare, Andres Gebauer Millas, Carolina Alejandra
Peters Ramirez, Coby Savage, Renato Souza
EMEA
• Leadership: Rani Argov, Kasia Blicharz, Robert Collignon,
David Conway, Ronan Vander Elst, Flor de Esteban, Joao
Matias Ferreira, Cristina Gamito, Hakan Gol; Noam Gonen,
Jeanette Fangel Hansen, Antonio Ibanez, Erdem Ilhan; Randy
Jagt, Andy Jolly, Celeste Koert, David Olsson, Riccardo Plata,
Victor Press, Sam Roddick, Filipe Melo de Sampaio, Claudia
Stingl, Eli Tidhar, Gabriele Vanoli, Stephen Ward, Egbert Wege,
Ozlem Yanmaz
• Marketing: Teresa Posser de Andrade, Ala Abu Baker,
Viwe Bartel, Isabel Brito, Jacqueline Burkert, Marzia Casale,
Amaury Chardon, Hortense De Chaunac, Margarida Benard
da Costa, Dylan Cotter, Rushdi Duqah, Fiona Elkins, Salimah
Esmail, Daniel Fischer, Gina Grassmann, Louise Mie Dunk
Hansen, Richard Hurley, Berk Kocaman, Robert Lonn,
Romain Mary, Nicole Mastria, Maria Cristina Morra, Gareth
Nicholls, Armin Nowshad, Tharien Padayachee, Oscar Alvarez
Pastor, Laura Porras, Katrien de Raijmaeker, Sharon Rikkers,
Alejandro Lopez Ruiz, Filipa Sousa Santos, Shakeel Ahmed
Sawar, Tamara Spiegel, Anne-Catherine Vergeynst, Krzysztof
Wasowski, Peta Williams, Patricia Zangerl
APAC
• Leadership: Grant Frear, Pascal Hua, Anurag Jain, Ajit Kumar,
Grace Ling, Go Miyashita, Angela Robinson, Esan Tabrizi,
Ashvin Vellody, Minoru Wakabayashi
• Marketing: Monika Bagchi, Sagar Darbari, Sally Denniston,
Saumya Dhall, Komal Gupta, Sagarika Gupta, Ryan Hitch,
Amber Kunziak, Yukiko Noji, Kaoru Obata, Chang Su, Bo Sun,
Balaji Venkataraman

65
CONTACT US
Our insights can help you take advantage of change. If you’re
looking for fresh ideas to address your challenges, we should talk.
Kathleen Peeters
Director Customer Marketing
Deloitte Digital
kpeeters@deloitte.com
Kathleen Peeters is a Director at Deloitte Digital where she
leads the Marketing and Commerce Offering in Belgium. Her
professional motivation is helping companies leverage the full
potential of their business by making meaningful connections
with their customers and transforming their marketing
capabilities.
Jennifer Veenstra
Global CMO Program leader
Managing director
Deloitte Consulting LLP
+1 415 783 4223
jveenstra@deloitte.com
Jennifer Veenstra is the executive leader of Deloitte’s Global
CMO Program. She focuses on CMO leadership, especially around
the client experience, driving strategy, and digital transformation.
She works across multiple industry areas to help CMOs in
delivering enterprise growth and connecting with customers
around purpose. She has led the transformation of the Deloitte
Client Experience.

Deloitte digital | Global Marketing Trends 2022

This article is part of an ongoing series of interviews with executives. The executives’ participation in this article are solely for educational purposes based on their knowledge of the subject and the views
expressed by them are solely their own. This article should not be deemed or construed to be for the purpose of soliciting business for any of the companies mentioned, nor does Deloitte advocate or
endorse the services or products provided by these companies.
About Deloitte Insights
Deloitte Insights publishes original articles, reports and periodicals that provide insights for businesses, the public sector and NGOs. Our goal is to draw upon research and experience from throughout our
professional services organization, and that of coauthors in academia and business, to advance the conversation on a broad spectrum of topics of interest to executives and government leaders.
Deloitte Insights is an imprint of Deloitte Development LLC.
About this publication
This publication contains general information only, and none of Deloitte Touche Tohmatsu Limited, its member firms, or its and their affiliates are, by means of this publication, rendering accounting,
business, financial, investment, legal, tax, or other professional advice or services. This publication is not a substitute for such professional advice or services, nor should it be used as a basis for any decision
or action that may affect your finances or your business. Before making any decision or taking any action that may affect your finances or your business, you should consult a qualified professional adviser.
None of Deloitte Touche Tohmatsu Limited, its member firms, or its and their respective affiliates shall be responsible for any loss whatsoever sustained by any person who relies on this publication.
About Deloitte
Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, a UK private company limited by guarantee (“DTTL”), its network of member firms, and their related entities. DTTL and each of its member
firms are legally separate and independent entities. DTTL (also referred to as “Deloitte Global”) does not provide services to clients. In the United States, Deloitte refers to one or more of the US member
firms of DTTL, their related entities that operate using the “Deloitte” name in the United States and their respective affiliates. Certain services may not be available to attest clients under the rules and
regulations of public accounting. Please see www.deloitte.com/about to learn more about our global network of member firms.
Copyright © 2021 Deloitte Development LLC. All rights reserved.
Member of Deloitte Touche Tohmatsu Limited
Sign up for Deloitte Insights updates at www.deloitte.com/insights.
Follow @DeloitteInsight
Deloitte Insights contributors
Editorial: Aditi Rao, Aparna Prusty, Arpan Kumar Saha, Nairita Gangopadhyay,
Rupesh Bhat, and Dilip Kumar Poddar
Creative: Matt Lennert, Sonya Vasilieff, Molly Woodworth, and Govindh Raj
Promotion: Nikita Garia and Hannah Rapp
Cover artwork: Tank Design

Deloitte digital | Global Marketing Trends 2022

More Related Content

What's hot (20)

Similar to Deloitte digital | Global Marketing Trends 2022 (20)

Recently uploaded (20)

Deloitte digital | Global Marketing Trends 2022