Tag Archives: digital customer experience

How Do You Master Digital Customer Experience Leadership?

How Do You Master Digital Customer Experience Leadership?

By now, you know the imperative to master digital customer experience.  Analysts and leaders in the space agree: customer experience is the key battleground.  But if the commitment is purely a "marketing thing," or an "IT initiative," that's where organizations will most likely be left behind.

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Customer Experience Is a Cross-Organizational Function

Customer Experience Is a Cross-Organizational Function

BOSTON — Organizations striving to deliver exceptional digital customer experiences often forget to clean up their own house first. In other words, you can’t be customer-centric if you’re not brand-centric. That means alignment across the entire organization, and not with just the customer experience team.

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5 Great Digital Experience Conferences to Get on Your Radar

5 Great Digital Experience Conferences to Get on Your Radar

In my four years covering the digital customer experience space I've listened to tales from business leaders, marketers, CIOs, CMOs, integrators, engineers, analysts and co-workers, and I've arrived at one universal truth. Poor digital customer experience is an epidemic.

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Who’s the Center of the Digital CX Universe: You or Your Customer?

Who's the Center of the Digital CX Universe: You or Your Customer?

Gerry McGovern has a simple message for customer experience professionals out there: Stop thinking. It’s ruining your business. Despite having access to incredible data mining capabilities and customer targeting tools, most companies are still making customer-facing decisions based on presumptions and internal data.

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Defining Digital Experience & Other Terms to Know

Struggling to get started with digital experience? Here's a glossary of terms to know. Content Lifecycle The various phases that content moves through, such as authoring, review, management, delivery, and archiving. Content Management (CM or CMS) The activity of acquiring, collecting, authoring/editing, tracking, accessing, and often delivering both structured and

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