Your consumers are the focus this week (well, when aren’t they, right?) as we bring together six industry experts talking about the digital experience, the tech supporting it, and the benefits it can bring to both sides of the seller/buyer exchange. We’ve got Augie Ray from Gartner on the pros and cons of the ‘effortless experience’ before we hear from Ted Rubin of Brand Innovators on keeping the customer-retailer love alive and Dom Nicastro with a piece on CMSWire. Rob Koplowitz and Sucharita Kodali then prink the AI bubble before we finish off with the sound of freedom from Ian Truscott , writing for Rockstar CMO on taking inspiration from the music industry when it comes to building an engaged and motivated audience through sharing.
The effortless experience is something that every consumer dreams of. But sometimes customer effort is rewarding for both sides of the B2C exchange and there is even a risk in appearing too effortless as a brand. Augie Ray writes for Gartner for Marketers on how the effortless experience should form part of the customer journey, and not the be-all-and-end-all, and it certainly shouldn’t get in the way of what the customer actually wants. Read More
Retailers – hold on to your hats! We’re playing host to a fab new straight talking whitepaper from Ted Rubin - marketing guru and respected industry – and Rockstar CMO. Rubin tells it how it is, focusing on how to keep the customer-retailer love alive in the digital age. Oh, and it’s free – no form fill or data is needed for this content gem! Read More
Dom Nicastro discusses the digital experience platform, or DXP, as playing a key role in digital transformation over the past few years, both raising the stakes for digital customer experience whilst polarizing organizations in terms of where they are along the road to digital maturity. Nicastro digs into this tech to provide a comprehensive overview of the DXP and its effects. Also look out for the inclusion of a censhare-sponsored report on DXP Trends by Digital Clarity Group! Read More
Forrester suggests a more cautious approach in this excellent article from Rob Koplowitz and Sucharita Kodali, pricking the bubble of the current trend that AI is the answer to all things CX and suggesting that retailers go back a step and focus on automation. Read More
Sharing the good stuff and sharing it generously can go a long way towards building a grateful, engaged and loyal audience base. Taking inspiration from the music industry, Ian Truscott discusses the goldfish bowl in which we marketers often find ourselves lyricizing and offers two resounding pieces of advice, encouraging us to tell our story, tell it well, and share it freely. Read More