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Customer Communications Blog

Communications

Everything you need to know about customer communications and customer experience!

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Digital Experience

CMSWiRE Article on Open Source Customer Data Platform

By: John Zimmerer
April 18th, 2019

I just wanted let our readers' know that I recently wrote an article for CMSWiRE on Apache Unomi, the open source customer data platform (CDP). If you've read any of my posts on the digital experience (DX) stack, then this article should be of interest to you.

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Customer Experience | Digital Experience

The Truth About Digital Experience Architecture

By: John Zimmerer
April 8th, 2019

Gartner’s latest Magic Quadrant for Digital Experience Platforms [paywall] (Gartner, Inc., February 11, 2019) predicts that through 2021, 85% of the effort and cost in a digital experience platform (DXP) program will be spent on integration. That’s partly because Gartner has refined its definition of a DXP, i.e., it is not a monolithic product from a single vendor anymore.  Now it is an anchoring tenet in an ecosystem of best-of-breed composition, management, delivery and optimization capabilities that support contextualized digital experiences. It’s also because a DXP is but one piece in the larger mosaic of what Gartner has called the customer engagement hub and others refer to as the digital experience (DX) stack, i.e., the software that powers customer journeys.

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Research conducted by Forrester on the value of combining CCM and digital experience.

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Digital Experience | Content Services

Content Services as Part of your DX Architecture

By: John Zimmerer
March 4th, 2019

According to industry analysts Forrester and Gartner, organizations are in various stages of maturity when it comes to building digital businesses. The most forward thinking of these businesses (only about 13% of companies!) are pursuing an outside-in perspective to digital transformation by focusing on creating value for customers, growing revenue, and increasing operational efficiency.

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Customer Experience | Digital Experience | Digital Transformation

How to Succeed at Digital Transformation

By: John Zimmerer
February 25th, 2019

Digital transformation focuses on a process of preparing your company to stay competitive in the marketplace by building the right customer experience (CX) strategy for the future. By combining the right strategy with innovative technologies, your brand will be equipped to quickly adapt to changes in your industry. How can “strategy” best be defined? And how do you measure the success of your digital transformation? Not to over-simplify the process, but one of the key components to an accurate assessment consists of connecting your CX strategy to Key Performance Indicators (KPIs), especially those that your CEO deems most important. In essence, digital transformation for your brand can be summarized with these essential actions: craft a plan for the future; execute on that initiative; and finally, measure that plan to demonstrate its efficacy. Let’s take a look at some issues that will affect your CX strategy in 2019 and beyond.

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Customer Experience | Digital Experience | Content Services

What Does a Mature DX Stack Look Like?

By: John Zimmerer
February 18th, 2019

Nobody wants to work on a puzzle if the pieces don’t fit together. The same idea applies to assembling digital experience (DX) technology stacks.

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Digital Experience

Understanding the Digital Experience Platform (DXP) Market

By: John Zimmerer
February 13th, 2019

Customer communications and the digital experience (DX) have become so closely related that the gap between the two has already begun shrinking in the customer communications management (CCM) industry. As a result, DX integration has risen to the top as a key factor in making digital workplace technology purchases across businesses and industries.

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