#cx

Designing Frictionless Digital Experiences – with Ray Wang of Constellation Research [Video]

How can Cautious Adopters become Digital Disruptors? R “Ray” Wang, Founder and CEO of Constellation Research, INC and Best selling author reviews: The 4 identifying quadrants of digital disruption How to classify your own business’ state of disruption and If you are in the popular Cautious Adopter state, how to advance to the esteem Digital Disruptor status. read more

A Forward Look to Tech Performance in 2016

In 2016 history will repeat itself, but perhaps with a new audience this time around. Development and Operations groups have been transforming culturally to adapt to infinitely increasing customer expectations FOR business teams but not WITH them. Finally, with the tools available to foster collaboration across these groups in a common language, the most mature organizations will begin to practice digital performance management, an evolution of… read more

What Marketers who Care about CX Can Learn from IT

Customer experience (CX) is a hot topic in digital circles as well as more traditional marketing conversations today. In spite of such focus, however, most people miss some of the basic principles of CX. You may be one of them. Here’s a quiz for you: which is more important to the overall marketing effort, CX or conversion – in other words, closing the sale with a customer? If you said… read more

Black Friday + Cyber Monday 2015: Mobile Crushes It Again

If last year’s holiday eCommerce trinity of Thanksgiving Day, Black Friday and Cyber Monday was the tipping point for mobile, this year paid off BIG for those that bet the trend. While early indications for overall sales may be mixed, online sales were up 36% on Black Friday and up 18.1% on Cyber Monday. That’s pretty good, but the real growth came from mobile. 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

Speed is CX Feature #1

Speed is a critical feature, simply because your users don’t like to look at empty screens or useless spinners when they ask for information. And if they hold that screen in their hand and use a finger to interact with it on the phone or tablet, it’s even more intimate and frustrating if a website or a native app is slow. Know Your Numbers During recent years… read more

Revenge of the Nerds – Why Performance Matters

In this short video I was asked to present on digital disruption and why performance matters to digital marketers, line of business and social gurus.  I took the stance that, yes technical customer experience matters, but also, releasing a successful digital application is a lot harder than it looks. It was October 2015 and Marty McFly had returned from the past… or headed to the future.  Either way when he… read more

Going from Cautious Adopter to Digital Disruptor – with Ray Wang of Constellation Research [Video]

How can Cautious Adopters become Digital Disruptors? R “Ray” Wang, Founder and CEO of Constellation Research, INC and Best selling author reviews: The 4 identifying quadrants of digital disruption How to classify your own business’ state of disruption and If you are in the popular Cautious Adopter state, how to advance to the esteem Digital Disruptor status. read more

Managing search bot experience for improved SEO

We all know that appearing top of the search engine results has an important business impact. But fewer know which techniques are specifically used for Search Engine Optimization (SEO). Google algorithm is a well-kept secret that, if made public, would immediately be optimized against. There is a plethora of documentation on the importance of keywords and links management. But less is found on the third pillar: performance as… read more

Dynatrace: Dogfooding the Cat Food

As the digital performance management market leader, Dynatrace could be forgiven for resting on its laurels – but driving innovation is still top priority, even facing the risks of the Innovator’s Dilemma. In the years since Clayton Christiansen’s book, the Innovator’s Dilemma is now a familiar challenge: incumbent companies with established customers are loathe to invest in innovations that might disrupt existing revenue streams – thus eventually ceding… read more