Author: Scott M. Fulton III

Rethinking CX: Measuring Apps & the Quest to Improve Them

Rethinking CX: Measuring Apps & the Quest to Improve Them

“In measurement,” wrote CMSWire’s Gerry McGovern last February, “you must constantly ask this question: Am I measuring what is important?” If at some point the answer came back “No,” would you stop constantly asking? And what measures would you be willing — or able — to take next? The

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Sheryl Pattek: Great DX Extends Across the Customer Lifecycle

Sheryl Pattek: Great DX Extends Across the Customer Lifecycle

(As part of our Throwback Thursday series, we're resharing an excellent article from 2015 on Forrester's concept of engagement across the customer lifecycle. It explains why companies should rethink their strategy from a customer-obsessed perspective.) Is a customer someone whose behaviors and business patterns you can track like a parcel?

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Rethinking CX: Making Meaningful Measurements

Rethinking CX: Making Meaningful Measurements

Customer experience too often remains isolated from the technical metrics that drive it. As Aaron Rudger, senior director of product marketing at Dynatrace explained, “In the performance measurement domain, typically, we see a customer start with very technical metrics that are disconnected from customer experience." Dynatrace recommends a shift in perspective.

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Microservices Make Inroads: Replacing the CMS Monolith

Microservices Make Inroads: Replacing the CMS Monolith

The term microservices is quickly evolving from an esoteric topics discussed only among gearheads or "stackers" to an increasingly important enterprise issue. In simple terms, microservices is the decomposition of services and software into smaller and more portable components. When we first explained it, the concept was

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Rethinking Customer Experience: What Are We Measuring and Why?

Rethinking Customer Experience: What Are We Measuring and Why?

Here's the dilemma: We know that great customer experience is tied to something responsible for speed. Historically we look to the content management system (CMS) to provide that speed. When it doesn’t, we diagnose the causes in terms of the CMS. We note that content can become too large

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Informatica Thinks Marketing Shoud Get Its Own Data Lake

Informatica Thinks Marketing Shoud Get Its Own Data Lake

It sounds like the kind of marketing metaphor that sells products: You can casually dump your unstructured, unfiltered customer data into a kind of reservoir, called a data lake, and your analytics service can perform the magic of making sense of it all in an instant, at the moment

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CMSWire @Lunch: How Twitter Tackles CX #ThisIsOurReality

CMSWire @Lunch: How Twitter Tackles CX #ThisIsOurReality

With just a few well-chosen words last Wednesday, a human being with the thankless job of handling Twitter outreach for San Francisco’s ailing BART commuter rail service converted a negative event into a brand building campaign. The fellow, identified by the San Francisco Chronicle as Taylor Huckaby, succeeded in

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