digital experience

How Marketers Can Overcome the AI Trust Gap

PHOTO: Greg Plominski By now, we've all read the headlines about AI rendering humans obsolete, as well as the inevitable rebuttals that robots will never replace human creativity. Like most things, the answer lies somewhere in the middle, with marketing being a prime example of an industry where machine learning (ML) techniques and human intuition go hand-in-hand. As our CMO (and CMSWire contributor) Lynne Capozzi recently wrote, “You need to have...

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Empathy Is the Intersection Between User, Customer and Employee Experience

PHOTO: Denys Nevozhai on Unsplash. What do design thinking, user experience, customer experience and employee experience have in common? They are all focused on empathy, learning how a person's experience with a business, product, service or employer can be improved.   Empathy is used in design thinking, UX, CX and EX to provide a better journey — that is, to improve and personalize the touch points that a person has with a...

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Facebook, We Need to Talk

Thirteen years ago this month, my colleague Atle Skjekkeland and I decided we needed to figure out exactly what Facebook was all about. Continue reading...

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How Indiana’s Communication Team Made Web and Social Pivots Amid COVID-19

PHOTO: Shutterstock Governments have been trying for years to improve digital properties and virtual communications. The United States Digital Services formed in 2014 to improve government websites and digital initiatives. The Federal IT Acquisition and Reform Act passed the same year. Improving customer experience with federal agencies served as a major initiative announced in 2018 from the White House (PDF).Throw in a world health pandemic, and the mandate is get better, and now. Governments...

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10 Ways to Avoid Bad Press

Your online presence can be the reason your brand rises to amazing success.Or it can be your ultimate downfall.It all depends on whether you get good or bad press.Take Wendy’s, for example.Back in 2016, Wendy’s social media manager innocently posted a meme of Pepe the Frog on the company’s Twitter account.What he didn’t know was that Pepe the Frog had since transformed from a cute cartoon frog into a symbol...

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