CX Decoded By CMSWire

The Economist Intelligence Unit conducted a survey of 500 CMOs and found that 86% of participants believed that they would  own customer experience . Six years later, has it happened? Not quite. It hasn't exactly been a full takeover of customer experience by marketing leaders. What has emerged is the concept of marketing-led customer experience. It's something Rhoan Morgan believes is and should...

Google Analytics has more than 85% market share, according to numbers reported by  W3Techs.com . However, it has not been without its controversy this year, and big changes are coming. As of July 1, 2023,  Google's Universal Analytics Platform properties will stop collecting data, and historic data will be deleted six months later. This forthcoming change has users  all riled up . CMSWire's CX Dec...

According to the  Marketing Technology Landscape 2022 , marketers have nearly 10,000 solutions from which to choose. OK, so maybe that's not exactly how it works. Marketers won't be browsing 10 aisles with 1,000 solutions per aisle. Fact is, though, there  is  an abundance of choice when it comes to deciding what powers your marketing and customer experience outcomes. Many marketers and customer e...

The metaverse is certainly all the rage in 2022. Facebook changed its name to reflect this future of digital, after all, and all things digital starts with Facebook. Ok, maybe not so much. Some are even talking trillions when considering the potential of the  metaverse , where physical and digital worlds combine to support an alternate reality to life on the actual planet Earth. Instead, in this n...

According to Deloitte, 88% of senior executives think that blockchain technology will eventually achieve mainstream adoption. Worldwide spending on blockchain solutions is forecast to top $17.9 billion by 2024 and will grow at a compound annual growth rate (CAGR) of 46.4%, according to data from  IDC . With that said, we're seeing a lot of hype around the evolution of Web3 and how Web 2.0 will be...

In 2021, 44.5% of organizations worldwide revealed that they perceive customer experience (CX) as a primary competitive differentiator. But are they really customer-centric? Are they building out experiences with that central focus on customers? Debbie Qaqish watches these company trends in how they treat customer experience closely. The principal and chief strategy officer with the Pedowitz Group...

Sean Albertson, head of client experience measurement and analytics with Charles Schwab, began his CX journey on the front lines in contact centers in the mid-1990s. He managed service teams, quality and training programs, and created knowledge management tools early in his career. Moving into this century, Albertson began to place a focus on surveys, analytics and market research. He continued to...

Customer experience professionals often turn to surveys to measure customer feedback. But what are your surveys telling you? Multiple-choice answers provide data, for sure, especially when scaling feedback from hundreds of customers. But do you know how customers truly feel when they leave an interaction with your brand, no matter the channel? Luis Angel-Lalanne, vice president, Customer Voice for...

According to the CMSWire State of Digital Customer Experience 2021 report, there is a growing body of research and anecdotal evidence to suggest the positive impact good employee experience (EX) has on customer experience, particularly in high-touch sectors. Around three quarters of respondents view digital employee experience as being "very important" or "moderately important" for digital custome...

Traditional linear customer journeys are being transformed into endless decision loops. This creates big challenges for marketers, and Customer Data Platforms (CDPs) are one answer to that complex situation. According to reports in the CMSWire CDP Market Guide , the CDP industry was projected to reach $1.55 billion in revenue by the end of 2021. It's a 20% increase over 2020 revenue. CDP vendors b...

Scott Brinker has had his eyes on the marketing technology landscape for decades. As author of the  Chief Marketing Technologist blog  and creator of the Martech Supergraphic, Brinker often notes growing trends in martech. One of his emerging trends is low- and no-code tools. Gartner estimated that enterprise low-code application platforms will be 65% of all app creations within the next five year...

The need to understand customer behaviors may never be as great as today. Customers are proliferating digital channels thanks to the digital acceleration that began in 2020 and extends today. And companies need help.  In fact, only 11% of organizations say they currently understand customer behavior well, according to the CMSWire State of Digital Customer Experience. About 56% say they moderately...

Poor and failed brand, marketing and service experiences can naturally make or break a brand in what many call the experience economy. Customers can be creeped out as a function of personalized online marketing. Customers can have perceptions of dark/negative brand personalities. Brands need to consider being authentic and sincere and engaging in storytelling as a premium service. Not just for the...

Amy Shioji, SVP of strategy and customer experience at Strategic Education, the parent company of Capella and Strayer Universities joins the CX Decoded podcast to talk about her multi-pronged approach to customer experience is helping students meet their goals.

Like all other customer experience practitioners over the last 20 months, Holly O'Neill has faced her share of challenges in her role as Bank of America's president of retail banking. Today she joins the CX Decoded podcast to share the lessons learned while delivering highly personalized experiences for users both online and in-person.

In the world of digital CX software, Tom Wentworth's been there, done that. Wentworth, now the chief marketing officer for cybersecurity company Recorded Future, Wentworth caught up with the CX Decoded Podcast to discuss marketing tactics, marketing leadership and his view on the evolution of the digital customer experience software space.

In this episode of CX Decoded Podcast , Stephanie Moritz, chief marketing and communications officer at the American Dental Association (ADA), talks about the challenges and opportunities brought on by the pandemic. And now, the hard work begins again, as marketing leaders take on the new challenge of leading teams in a hybrid working world that is still on many levels grappling with the pandemic.

Google's made some big moves regarding third party cookie tracking and one organization that has been an outspoken critic of Google's post third-party cookies plans is Marketers for an Open Web (MOW). In this episode, James Rosewell, director of MOW, shared his thoughts and his group's concerns with the tech giant's plans and offers alternatives to support what his group feels is a more open web.

There is a lot going on in the world of B2B marketing and a growing list of challenges. If you're a marketer, there's a clear delineation between your target audience, you're either marketing to another business or to a consumer. And those segments comes with some extraordinarily different needs and approaches. Tim Greulich, managing director at Deloitte Digital, has been laser-focused on B2B mark...

Most organizations strive to have an excellent customer service program. Or we hope, at least. But it's one thing to talk about strong customer experience, and it's certainly another to act on it and measure it, especially in terms of how it adds value to the company proving ROI. Measuring CX and its return on investment still remains a challenge today. According to data from CMSWire's State of Di...

Marketing like many other disciplines went through a year of duress in 2020. COVID-19 had a major impact on businesses everywhere: brand loyalty, marketing strategies, budgets, brand messaging, striking the right tone. Everything was up-ended, not to mention the move to remote work and job losses for marketing teams. And on top of that, simply worrying about the health and well-being of family, fr...

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...

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...

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...