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… read more

Coming Back to the Digital Future

Millennials have increasingly higher demands from their digital user experiences, and retailers need to adapt faster than ever. Ok, I didn’t make that statement up myself, it’s actually evident in this annual survey (pdf) on mobile holiday shopping titled “Coming Back to the Digital Future.” Millennials surveyed, ages 18 – 34, show us some really great insight into current and future customer expectations. As we all… read more

Digital CX Summit – Conference Highlights

Last week at the Digital Customer Experience Strategies Summit in Chicago I had to opportunity to have a number of great conversations with fellow attendees and sat in on a number of solid presentations worth sharing. I was excited prior to the show to learn about the latest in customer journey mapping strategies, voice-of-customer (VoC) stories, customer experience (CX) analytics and other shifts in customer focused business models. I’d have… read more

Omnichannel vs Multichannel: Are they so different?

I’ve been discussing the topic of customer experience (CX) with quite a few companies over the last several months and was repeatedly drawn into the omnichannel versus multichannel debate. The first aspect people often mention is their scope. From a semantic standpoint, “multi” means “many” and “omni” means “all”. People often mention “order on-line and pick & return in stores are clearly omnichannel and not multichannel”. I don’t believe the… read more

Back to School

It’s that time of year again, back to school. Parents have to outfit their kids with gadgets, supplies and clothes. Dynatrace has looked at a selection of retailers to see how their sites have been performing through August as consumers’ forage for back-to-school deals. Dynatrace tests these retailers from end user locations using real browser to load specific pages or execute retail transactions. These tests not only give us an… read more