Tag Archives: evolving cx stack

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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Bridge the Online–Offline Retail Gap With This Technology

Bridge the Online–Offline Retail Gap With This Technology

Retail is complicated these days. Consumers expect to be able to find anything via their smartphones, which has put enormous pressure on retailers to deliver a seamless omnichannel experience. The technical challenge is immense, and it’s still a work in progress for most retailers.

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Surveying the Customer Experience Technology Landscape

Surveying the Customer Experience Technology Landscape

Gartner made some interesting predictions about customer experience (CX) and the marketing technology associated with it in early 2017. The research firm suggested customer experience management would continue to top CEO, CMO and CIO agendas, calling it the “watchword of our age.” On the technology side, Gartner predicted

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From Web CMS to DX Platforms: The Evolution of Content Management

From Web CMS to DX Platforms: The Evolution of Content Management

CMS, WEM, DXP — the history of content management is a true alphabet soup. This can be quite confusing, and I see that every day when talking to different audiences about the industry: each person understands the role of a digital platform in the tech stack a little differently.

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The Continued Evolution of the Customer Experience Stack

The Continued Evolution of the Customer Experience Stack

The biggest change in customer experience since the mid-20th century undoubtedly has been the introduction of choice. Gone are the days when consumers in certain areas had just a single department store, bank or car dealership to choose from, and only one telephone provider to choose.

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