CX

Customer Corner – Nordstrom, Citrix, Red Hat and more

One of the more rewarding parts of my job is working with our team on customer stories. I always feel like a great case study has so much external and internal value, that they should be shared as widely as possible. So, after just a few moments on our site and YouTube channel, I’ve collated a few stand outs to share in the first Dynatrace “Customer Corner” blog post. Nordstrom: From … read more

What’s new in Dynatrace University 1 of 3: Our own digital transformation story

Recently, we’ve made some significant improvements to Dynatrace University (DTU), based on customer feedback along with information gathered electronically from actual customer experiences, and based on our own digital transformation. We had three goals in mind: innovate, optimize customer experience, and modernize our operations. Of course, since these are the same pillars that Dynatrace itself is built on, it made sense that this is also how we should align DTU. … read more

Have you been taking DNS monitoring for granted? Not today!

DNS Incident, Friday, October 21, 2016 Update: 5:30pm EST, November 9, 2016 Andi Grabner provides some great insight in how DNS issue harm applications.  This is a must read. Analyzing DNS Outage Impact on 3rd party Applications Update: 9:30am EST, October 26, 2016 The dust is still settling from Friday’s DDoS attack.  Cogeco Peer 1 provided an interesting infographic highlighting some of factors which businesses need to consider when trying to understand … read more

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

Is management of digital experiences lost on CX pros?

I’ve been wrestling with a real conundrum lately. We know that CX is critical to being competitive. In industries like banking, insurance, and retail it’s arguably the single most important differentiator, as it becomes harder to leverage product exclusivity or pricing. There are so many surveys, studies, and subject matter experts asserting this as fact, repeating it seems like demonstrating a firm grasp on the obvious. Good CX is good … read more

Is perceived experience reality?

Let’s run a pretend test together. Imagine a run-of-the-mill landing page with 300 words, minimal design, and a registration form. We’re really interested in which day of the week and at what time is ideal for sending prospects to this page to convert. We proceed with the following: We run coordinated pushes at certain intervals throughout the week and discover that conversions are abysmal on Friday afternoon and especially effective … read more

Video: Digital customer experiences in the age of faceless organisations

What happens now that customer experience has shifted from something that’s easily defined and measured, into a matrix of complex measurements? How do you prioritise what experiences to measure and what role does digital performance management play in customer experience? In my keynote at Dynatrace’s Perform events in Asia Pacific, I tackled some of these challenges that make it very difficult for organisations today to create a great customer experience. Digital … read more

How website & application performance impacts customer experience & loyalty

I had the opportunity to present how website and app performance impacts customer experience as part of the Sitecore Digital Survivor Series. For those that missed the session I have summarised some of the key outtakes in the blog below. For those that prefer watching it you can do that right here: It’s a long post so I’ve used anchor menu links so you can jump to what interests you. … read more

Personalization: The Impact on Ecommerce Customer Experience

The generic customer journey is dead. One size no longer fits all – for both B2C and B2B customers. So how do you make a customer feel special when the internet has all but eliminated differentiating by product or price? According to Gartner, the delivered digital customer experience must be the key differentiator for your organization.1 So it’s no surprise that one of the top initiatives for retailers is to deliver … read more

What to do about Ad blocking impact on customer experience?

Economists have written about the law of unintended consequences. This is the theory that the actions of people, governments, and industries always have effects that are unanticipated. Whether it’s the too-quiet Airbus A380  or cell phones and bananas, unexpected outcomes often happen in pursuit of other goals. One of the latest examples of this is the emerging impact of ad blocking technology on the digital media industry. It’s likely your … read more