dxm

Does Your Company Need a Chatbot?

With so many communication channels already in play, how can a business decide if it needs a chatbot? A way to decide when and where you might want to deploy one. PHOTO: Rob Cruickshank If you're in customer service or marketing, you hear a lot about chatbots and messaging, but you might ask yourself: Does my company need this? We have a website, a mobile app, a social...

Read More

Organize Around the Customer Task

Services and products support customers in their main objective: to accomplish a task. PHOTO: Smart Historically, organizations had so much power that they could demand that customers adapt to the organization’s way of doing things. This is particularly true of government. Today, the greatest challenge all organizations face is to organize around the customer. Those that don’t will not survive. Organizing around the customer means organizing around...

Read More

5 Ways the Customer Experience Stack Will Evolve in 2018

Customers aren't looking to be wowed, they just want an effortless experience. Improving your CX stack with these tips will make it possible PHOTO: Isai Ramos 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...

Read More

8 Things Social Media Marketers Need to Know About Facebook’s News Feed Changes

Businesses need to be prepared for news ways to show up prominently in Facebook's News Feed through organic posts. PHOTO: English106 Facebook has announced it will prioritize "meaningful, social interactions" within the news feed in algorithm updates, in order to better connect users to meaningful posts between friends and family.  What does this means for marketers who run business Facebook pages? Facebook will show less of that...

Read More

A Framework for Designing Outstanding CX

Customer experience contains four main characteristics: a customer-first focus, empathy, holistic growth and agility PHOTO: Jason Leung When undertaking a digital transformation strategy, one of the first — and most important — steps in the process is to create a compelling customer experience (CX). Think of some of the leaders in the CX space: Amazon, Southwest Airlines, Zappos and JetBlue. We all know a strong CX when...

Read More

Clear These 6 Data Hurdles to Achieve a 360-Degree Customer View

Achieving a 360 degree customer view isn't impossible, but you'll have to clear these data hurdles before you can reach it. PHOTO: Barni1 There’s a lot of buzz about the value of a 360-degree customer view, yet few companies have been able to achieve it. According to Gartner, fewer than 10 percent of businesses have this holistic view. There’s a good reason for that: Bringing data together across...

Read More

Marketing’s Chicken or Egg Silo Problem

Oftentimes attempts to solve the internal silo problem results in treating the symptoms, not the cause. PHOTO: Jairo Alzate Stop me if you’ve heard this before: “break down silos to create a better customer experience.” This mandate is equal parts grand vision, strategic goal, and, if history has anything to say about it, frustrating pipe dream.  It’s been more than a decade (2004) since Gartner introduced the idea...

Read More

Digging Into Microservices, Marketing Automation Trends

This year, I’ve resolved to put the customer first. Also, strategize for a new year of successfully managing new technologies. If you agree with either (or both) of these, last week’s articles are for you.  In case you missed it, new marketing automation trends are spiking and despite what you’ve heard to the contrary, artificial intelligence (AI) could provide more jobs to the properly trained. Quick, Give Me...

Read More

Think Twice About Automating Your Marketing

Automation offers many benefits: efficiency, scale, measurability. But what does it offer your customers? PHOTO: Saundra Castaneda I first used a marketing automation platform 10 years ago. We all loved the potential of those new systems back then: We’d build large databases of the names of potential customers and use marketing automation to nurture them along until they were ready to buy. We’d segment by industry or...

Read More

Netlify 1.0 Launched, More Open Source News

PHOTO: James Sutton On Dec. 7, 2017, Netlify announced its open source Netlify CMS project had hit version 1.0, boasting a fully-redesigned UI, a new media library and identity management. Mathias Biilmann, CEO of Netlify, told CMSWire Netlify 1.0, “provides an open source alternative to the rising number of proprietary headless CMS offerings that enable how developers actually work today — in Git and increasingly decoupling the front...

Read More