Category: CXM Technology
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The Metaverse is dead. Long live the Omniverse.
The metaverse is a meaningful space that will be more familiar to each of us in the coming years. What all of the media is forgetting though, and perhaps the players and brands getting into this space, is that the metaverse is just another avenue we, as customers, will jump in and out of when… Read more
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Do You Have A CX Strategy?
Do you have a CX Strategy for your team? A few months back I published the 6 Elements of Customer Experience Strategy, with some guidance on what is included in each. While folks found that valuable, I did receive a lot of questions around how to pull it all together into an actual strategy. Given… Read more
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Artificial Intelligence in CX
Artificial Intelligence (AI) in CX, or Customer Experience, is having an amazing impact on our day-to-date work. And the fun is just beginning. Some of this can get technical quickly (particularly the embedded links), and this is a little bit of a longer post than others. But it is important for us to think about… Read more
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Why Journey Maps Love Data
If you’re not applying data to your customer journey map, you’re limiting its effectiveness; you’re also limiting your team’s success. Read more
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We Have a Long Way to Go
We have a long way to go on experience management platforms. I am starting to see so many platforms touting themselves as both employee and customer experience solutions these days, and it’s a poor marketing trick you should not put much faith into, yet. Let me start by saying that the large experience management platforms… Read more
