evolving cx stack

Surveying the Customer Experience Technology Landscape

The mind boggling number of marketing tools businesses have to choose from can paralyze them when it comes time to purchase PHOTO: PublicDomainPictures 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...

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The Continued Evolution of the Customer Experience Stack

The customer experience stack has undergone transformations in the last 15 years and will continue to change in the future. One thing remains constant though: the focus on the customer PHOTO: hawjin jami 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...

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