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When building out a customer experience management (CXM or CEM) architecture, you will need to address marketing, commerce and service functions. With the right allocation of resources, you will be able to provide a rich, consistent and deeply personalized customer experience at every stage of the customer lifecycle and across each touchpoint. To do this, you need to determine how, not whether, you will be sharing data and content across your digital experience (DX) platform.
This is the fourth in a four-part series exploring in more detail the ideas presented in Four Surprising Pitfalls in the Way of Great Customer Experience. Be sure to read Part 1: Process v. Project, Part 2: Prioritizing Tactics and Part 3: Sharing the Investment if you haven’t already.
This is the third in a four-part series exploring in more detail the ideas presented in Four Surprising Pitfalls in the Way of Great Customer Experience. Be sure to read Part 1: Process v. Project and Part 2: Prioritizing Tactics if you haven’t already.
This is the second in a four-part series exploring in more detail the ideas presented in Four Surprising Pitfalls in the Way of Great Customer Experience. See Part 1: Process v. Project here.
This is the first of a four-part series exploring in more detail the ideas presented in Four Surprising Pitfalls in the Way of Great Customer Experience. In that article, we identified four common pitfalls organizations encounter during the complex process of achieving customer experience (CX) maturation:
Customer experience (CX) is the new battlefield on which enterprises must fight in order to remain competitive. However, organizations continue to underestimate the challenge setting up a CX management strategy, plan and infrastructure represents.
