In this episode of CX Decoded , voice-content expert, author and CMSWire contributing author Preston So joins us as we explore how marketers and customer experience professionals are leveraging and embedding voice content experiences into their digital experience programs?
Marketers are at the forefront when it comes to taming the martech chaos and ensuring tools support business objectives and positive business outcomes. But there are so many questions. What's the right toolset? Should we have a marketing cloud at the center of our martech stack? Should we build with a best-of-breed approach? Is a homegrown stack the right approach? Anita Brearton, founder, CEO and Co-CMO of CabinetM, a marketing technology discovery and management platform joins the CX Decoded p...
The use case for Artificial Intelligence (AI) in the workplace is there. For marketing and customer experience, in particular, organizations are using AI and machine learning to improve internal business processes and workflows, automating repetitive tasks and to improve customer journeys and touchpoints, among other use cases. Joining the CX Decoded podcast this episode is CEO of the Marketing AI Institute and PR 20/20, Paul Roetzer, to discuss the ways marketers are successfully implementing A...
All relationships are built on trust whether you're talking about the people you meet in the course of your life or the brands and the relationships they build with their customers. In this latest edition of CX Decoded co-hosts Rich Hein and Dom Nicastro discuss building customer trust with customer service and customer experience expert Shep Hyken, chief amazement officer at Shepard Presentations.
Building a mobile-first mindset didn't start with the pandemic, however, the past year has accelerated mobile usage and forced brands to be mobile-ready. Add to that Google's mobile-first search strategy and it becomes clear that having a mobile-first mindset should be top of mind for all of those paying attention. Our latest CX Decoded podcast guest is Francisca Hawkins of Philz Coffee. She'll talk mobile-first culture and the brand-customer connection.
The challenges for the marketers in the past year during the COVID-19 pandemic have been many: striking the right brand tone, dealing with trimmed budgets and, most of all, staying relevant and keeping their jobs. Forrester predicted 469,000 marketing jobs would be lost in the US by the end of 2020 in one forecast. Marketers maybe more than ever need to prove their worth. They need to shed bad habits, reduce inefficiencies and nail it when it comes to submitting the right tone in brand messaging...
Digital transformation is a journey, not a destination... That said, never before have we seen the type of acceleration of digital transformation efforts to modernize business processes, supply chains and workflows like we saw over the past year. And digital business is still evolving. While the workplace saw large-scale adoption of remote work, brands saw huge shifts in customer behavior that had all organizations playing catch-up. With so much behind us, its time to look back, reevaluate and r...
GDPR, CCPA, CPRA … it’s enough to make a marketer’s head spin. At the time of this recording, three US states have enacted comprehensive consumer data privacy laws, and more are likely on the way. And that’s not to mention the possibility of a US federal privacy law. Are you tech ready? Is your marketing staff trained to handle personal-data requests from your customers and prospects who trust your brand to be compliant? How do your customers stand to benefit from your practices around these new...
Do you really want to live in a cookie-less world? Digitally, anyway, that’s the reality for marketers. The impending demise of the third-party cookie will take one big bite out of a marketer’s tried and true go-to strategy. Marketers have used third-party cookies for decades to inform digital advertising and user experience by tracking information about visitors and their behavior when not on their actual websites. But it’s a new world when it comes to data privacy. And the tech giants are taki...
Every company in the history of the business world likely would benefit from listening to their customers. The challenge today? Customers talk. A lot. And in many different ways and in many different media platforms. It’s on their brands to listen — and act. If it were only that easy. Voice of the Customer (VoC) technology has become a billion-dollar business for vendors. And it seems like a billion-dollar challenge for customer experience practitioners: how do I manage my VoC data, programs and...
In this first episode of CX Decoded , we explore the challenges and priorities of CX professionals as we delve into our annual research report, the State of DCX. Hosts Rich Hein, head of content for CMSWire, and his colleague, Sarah Kimmel, VP of research at Simpler Media Group, do a deep dive on CMSWire's State of the Digital Experience survey research during this CX Decoded podcast by CMSWire. They are joined here by special guest Annette Franz, CCXP, founder and CEO of CX Journey, Inc . The p...
