Tag Archives: Customer Experience

How to Create Better Brand Experience: Focus on Outcomes Instead of Buzzwords

How to Create Better Brand Experience: Focus on Outcomes Instead of Buzzwords

What’s on your 2018 wish list? Maybe you’re hoping to be more disruptive, improve your win rates, or better manage expectations about your digitally fueled company’s unmatched market-leading capabilities. I just want to give customers what they want, and when it’s all said and done, I suspect you do, too.

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Pave the Way to Better Customer Experience by Dismantling Internal Silos

Pave the Way to Better Customer Experience by Dismantling Internal Silos

We need to talk about silos. Recent research by my firm shows that more than two thirds of digital managers (68 percent) believe their organization’s internal structures are having a negative influence on the business’s ability to deliver effective customer journeys.  In another study, 42 percent of executives agreed that

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5 Ways the Customer Experience Stack Will Evolve in 2018

5 Ways the Customer Experience Stack Will Evolve in 2018

It’s a common misconception that customers want to be dazzled with magical, over-the-top customer experiences. Matthew Dixon’s excellent book "The Effortless Experience " debunks that myth, providing exhaustive research demonstrating that customers don’t actually want to be “wowed” — they just want easy, frictionless service at every interaction.

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Gartner Names Digital Experience Platform Leaders, eZ’s New CEO, More News

Gartner Names Digital Experience Platform Leaders, eZ's New CEO, More News

Gartner named IBM, Adobe, Sitecore and Liferay as the leading vendors in its first Magic Quadrant for Digital Experience Platforms  (fee charged), published today. The Digital Experience Platforms Magic Quadrant replaces Gartner's Magic Quadrant for Horizontal Portals and includes substantial changes to market definition and inclusion criteria.

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