collaboration

Digital CX Summit – 2016 Conference Highlights

Welp, it’s been a few weeks since the Digital Customer Experience Strategies Summit in Chicago, IL. If you haven’t had the chance to attend, the show is about advancing the digital customer experience sector. Topics discussed to improve CX include; journey mapping, digital integration, analytics, omni-channel strategies, personalization, design and loyalty programs. I decided this year to wait a bit on my post-event wrap up as a test to see … read more

The secret to better collaboration & better CX

Voice of Customer and web analytics platforms are important. But if you’re using a collection of those tools as a means to understand what experience your customers are having, you’re only winning half the battle. The problem with Voice of Customer (VoC) You’ve upset your customer, and now you’re asking them for feedback? Sure there is a lot to learn here but why does it have to be at the … read more

What you should know about the Gartner APM Magic Quadrant as a Digital Marketer

In December, Gartner released its Magic Quadrant report for Application Performance Monitoring and as a Marketer, you probably didn’t hear about it. If you care at all about maintaining or measuring your customer experiences, it’s high time this report got some love outside of its traditional IT-based readership. Who is Gartner? Let’s start at the top. Gartner is an analyst firm fairly well respected within enterprise IT. Our friends in … read more

Digital Disruption – 3 key takeaways for better digital experiences

I recently presented at the Digital Disruption Asia Event in Singapore.  My presentation looked at what the best and biggest digital performance leaders are doing today to transform their business; companies like REA Group and Amazon. 1) Digital service delivery has changed and with it the expectation of users. Keeping a generation of spoiled idiots happy is not easy, which means you need accurate insights into their digital experiences. We … read more