Masters of CX 

A series of briefings from industry heavyweights on the
new keys to outstanding customer experience.

Welcome to the sixth and final report in Econsultancy's  ‘Masters of CX’ series.

Many executives are overwhelmed by the rate of change in the digital space. Little wonder they may even give up trying to understand what drives customers these days. But have consumer needs really changed that much? They haven’t. Marketers have just been immersed in a hundred years of mass advertising and are blind the real reasons customers buy from us.

If you strip away the smartphones, iPads and wearable devices, our innate needs are familiar, even innate. In fact, the desires of the always-on digital native may be identical to their ancestors in the first marketplaces 1,000 years ago.

In this final Masters of CX report, Mark W. Schaefer explores his theory that the foundations of the ultimate customer experience were created in these medieval marketplaces. Sound strange? Download the report and see if you agree…


More about the Masters of CX authors and reports

Jay Baer

Ted Rubin

Lee Odden

Jay has spent 20 years in digital marketing, consulting for more than 700 companies. His second book, Youtility: Why Smart Marketing is About Help not Hype, was #3 on the New York Times business best seller list.

Jay's Masters of CX report "Winning Hearts in Real-Time" is out now.

Mitch Joel

Brian Clark

Mark Schaefer

Mark is a globally-recognized blogger, speaker, educator, business consultant, and author who writes for {grow} — one of the top marketing blogs of the world.

Mark's Masters of CX report "The Ultimate Customer Experience was Created 1,000 Years Ago"  is out now.

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Final report out now: 

by Mark W. Schaefer (published 3 December)

The Ultimate Customer Experience
was Created 1,000 years ago

Masters of CX webinar

Lee is co-founder and CEO of TopRank Online Marketing and the author of Optimize: How to Attract and Engage More Customers by Integrating SEO, Social Media and Content Marketing .

Lee's Masters of CX report "Influence the Influencers - The Magic of Co-Created Content"  is out now.

Brian is a serial entrepreneur based in Boulder, Colorado. He’s the founder and CEO of Copyblogger Media, and the host of the New Rainmaker podcast.

Brian's Masters of CX report "Beyond the Sale: An Owned Media Approach to Customer Experience" is out now.

Ted is a leading Social Marketing Strategist and Keynote Speaker, writing ‘Return on Relationship’ in 2013.

Ted's Masters of CX report "Empower your Employees to Power your Customer Experience" is out now.

Mitch is President of Twist Image – a WPP owned digital marketing agency. Marketing Magazine dubbed him the "Rock Star of Digital Marketing" and called him, "one of North America's leading digital visionaries."

Mitch's Masters of CX report "Why Brands are Stuck on Like and Failing at Love" is out now.

Join best-selling author Jay Baer and Econsultancy's Vice President of Research, Stefan Tornquist, for our next webinar from the authors of our 'Masters of CX' series, in partnership with Offerpop.
This one-hour session will bring together the renowned authors of the latest reports to discuss the themes, issues and opportunities brought up in their work.
With an emphasis on questions from the audience, these web events will cover new ground and new examples of great, innovative customer service, customer experience and customer insight.


Register for the webinar

Access the reports now

Webinar two - December 10
featuring Brian Clark, Mitch Joel
and Mark Schaefer

Register now

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Econsultancy, provider of digital marketing research, best practice and training, are delighted to bring these renowned industry authors together for an expert view on outstanding customer experiences.