www.cmswire.com Open in urlscan Pro
2606:4700:20::6819:9a1e  Public Scan

Form analysis
3 forms found in the DOM

Name: frmESub_Header — POST #null

<form method="post" id="frmESub_Header" name="frmESub_Header" action="#null" onsubmit="return validateNLSubscribe('#txtEmlSub_Header', '#frmESub_Header', 'header');">
  <input id="txtEmlSub_Header" type="text" placeholder="Enter email address...">
  <input type="button" value="Subscribe" onclick="jQuery('#frmESub_Header').submit();return false;">
</form>

Name: frmESub_Footer — POST #null

<form method="post" id="frmESub_Footer" name="frmESub_Footer" action="#null" class="footer-subscribe" onsubmit="return validateNLSubscribe('#txtEmlSub_Footer', '#frmESub_Footer', 'footer');">
  <input id="txtEmlSub_Footer" type="text" placeholder="Enter email address...">
  <input type="button" value="Subscribe" onclick="jQuery('#frmESub_Footer').submit(); return false;">
</form>

GET https://hub.dxsummit.com/2022/begin

<form class="sumo_form dxs21q3a" method="GET" action="https://hub.dxsummit.com/2022/begin">
  <input type="hidden" name="ref" value="cmswire_sumo_qr_desktop">
  <input type="hidden" name="sumo-submit" value="1">
  <input type="hidden" name="utm_source" value="cmswire.com">
  <input type="hidden" name="utm_medium" value="display">
  <input type="hidden" name="utm_campaign" value="dxs-act">
  <input type="hidden" name="utm_content" value="pop-qr-desktop-lunch-promo">
  <div class="sumo_form__content">
    <img src="https://media.sumo.com/72acd71bca18f84d413a00093398c98823916fd6bf09dddfdebdca7fee51ba69" alt="DX Summit 2021" style="height: auto;    max-width: 140px;  display: block; margin: 0 auto; padding:30px 0">
    <h3>Get your <strong>FREE</strong> virtual pass to our February 16th &amp; 17th virtual conference.</h3>
    <div class="sumo_form__fields">
      <div>
        <input type="email" name="email" required="" placeholder="Work Email" autofocus="">
      </div>
      <div>
        <input type="text" name="first_name" required="" placeholder="First Name">
        <input type="text" name="last_name" required="" placeholder="Last Name">
      </div>
      <div>
        <input type="submit" value="Complete Your (Free) Registration">
      </div>
    </div>
    <p class="sumo_form__consent"> By submitting this form you are consenting to <a href="https://www.simplermedia.com/policies/privacy-policy/" target="_blank" style="text-decoration:underline">SMG's privacy policy</a> and to being contacted by the
      DX Summit team.</p>
  </div>
</form>

Text Content

FYI - We use cookies to optimize your experience, analyze traffic and
personalize content. To learn more, please see our Privacy Policy. Learn more
I Agree
 * Home
 * Channels
   * Customer Data Platforms
   * Customer Experience
   * Digital Experience
   * Digital Workplace
   * Digital Marketing
   * Content Marketing
   * Artificial Intelligence in CX
   * Call Centers
   * Marketing Automation
   * Web CMS
   * SharePoint & Office 365
   * Information Management
 * Research
 * Webinars
 * Software Directory
 * Events Calendar
 * About Us
 * Editorial Calendar
 * Contact Us
 * Advertise Here

 * 
 * 
 * 
 * 


 * Podcasts
 * About Us
 * Editorial Calendar
 * Advertising

 * Channels
    * Customer Data Platforms
    * Customer Experience
    * Digital Experience
    * Digital Workplace
    * Digital Marketing
    * Content Marketing
    * Artificial Intelligence in CX
    * Call Centers
    * Marketing Automation
    * Web CMS
    * SharePoint & Office 365
    * Information Management
    * Hot Topics
    * Popular Articles
    * Latest Articles
    * Press Releases
   
   What is a CDP Exactly? A customer data platform (CDP) is a data management
   solution that imports customer data from multiple sources, integrates, cleans
   and organizes it, and creates a unified profile of every single customer.
   CDPs then take that structured data and push it out to other martech
   platforms and web systems to enable advanced customer-centric functionality
   like personalization. CDPs are becoming mission-critical for any organization
   that is serious about adopting customer-centric business and marketing
   strategies, and will be a core component in a company’s ability to serve up a
   holistic, consistent experience to your customers.
   Visit the Customer Data Platforms Channel ›
   SPONSORED BY
   
   
   Understanding the Key Components of a Customer Data Platform
   
   MParticle Acquires Indicative, Conductor Hires New CFO and More CX News
   
   Will Microsoft Customer Experience Platform Compete in the CX World?
   CMSWire's customer experience (CXM) channel gathers the latest news, advice
   and analysis about the evolving landscape of customer-first marketing,
   commerce and digital experience design.
   Visit the Customer Experience Channel ›
   
   Lights, Camera, Action: The Final Step in Your Customer Survey Program
   
   Are You Asking the Right Customer Experience Questions?
   
   A Deep Dive on a Customer Experience Priority: Customer Understanding
   CMSWire's digital experience (DX) channel gathers the latest news, advice and
   analysis on driving leadership, platform and tool selection and swiftly
   growing trends in digital customer experience.
   Visit the Digital Experience Channel ›
   
   Are You Asking the Right Customer Experience Questions?
   
   Marketing Research Roundup: DXM Trends To Pay Attention To
   
   Are You Ready for the MACH Revolution?
   CMSWire's digital workplace channel gathers focused resources and the latest
   thinking around enterprise collaboration, digital workplace culture, the
   modern intranet and other practices defining the new workplace. This channel
   includes the latest news, related white papers and the leading CMSWire voices
   in the space.
   Visit the Digital Workplace Channel ›
   SPONSORED BY
   
   
   The Future of Work Is Now More Evenly Distributed
   
   For Facebook, It’s Metaverse or Bust
   
   Facebook Traffic Falls, Microsoft Teams Debuts Front Row, Lumapps Buys
   No-Code Specialist & More News
   News and best practices about Digital Marketing, consumer and stakeholder
   engagement, and the various forms of digital media.
   Visit the Digital Marketing Channel ›
   
   Marketing Research Roundup: DXM Trends To Pay Attention To
   
   Marketing Messages Must Stand Out in Twitter's 'Sea of Same'
   
   EU Authorities Hit IAB Europe With GDPR Fines on Data Consent Framework
   CMSWire's content marketing channel provides you with focused content
   marketing resources, including the latest news, related white papers and
   range of best practices articles — from getting started with content
   marketing to more sophisticated strategies.
   Visit the Content Marketing Channel ›
   
   Do Certifications From B2B Brands Mark an Evolution in Content Marketing?
   
   2021 Contributors of the Year: Carter Hostelley
   
   Strapi Releases v4 , Offering New Design System, User Interface and More
   Artificial intelligence (AI), machine learning (ML), and natural language
   programming (NLP) are changing the ways brands interact with customers. By
   using AI and ML, brands are able to provide, at a greater scale personalized
   AI-powered chatbots, deliver personalized content, messaging, and ads and
   product recommendations. AI and ML is also used for customer sentiment
   analysis in order to gain a better understanding of how customers feel, and
   what they really want from a brand.
   Visit the Artificial Intelligence in CX Channel ›
   SPONSORED BY
   
   
   Lights, Camera, Action: The Final Step in Your Customer Survey Program
   
   Are You Asking the Right Customer Experience Questions?
   
   Marketing Research Roundup: DXM Trends To Pay Attention To
   Call Centers help power organization's sales and support departments across
   the globe, delivering a broad range of direct customer interactions, across
   the spectrum of business operations. Get up-to-the-minute call center-related
   news, information, advice, trends and best practices.
   Visit the Call Centers Channel ›
   SPONSORED BY
   
   
   What Is Average Handle Time (AHT) and Does It Impact Customer Experience?
   
   We Know Chatbots Are Falling Short, But Why?
   
   AskNicely Raises $32 Million, Launches Frontline Success Platform
   CMSWire's marketing automation channel gathers the latest advice, analysis
   and best practices related to marketing automation platforms, content
   marketing practices and related digital marketing strategies. Daily updates
   keep you informed of the latest marketing technology knowledge.
   Visit the Marketing Automation Channel ›
   
   Do You Need Customer Journey Orchestration?
   
   What Is Marketing Automation and How Does It Help Marketers?
   
   Twilio Announces Twilio Engage, Company's Latest Marketing Automation
   Platform
   CMSWire's Web CMS channel gathers the latest news, advice and analysis about
   web content management systems (Web CMS) and solutions for delivering
   compelling, modern digital customer experiences.
   Visit the Web CMS Channel ›
   
   Everything You Should Know About Headless CMS
   
   3 Obstacles to a Great CMS Migration (And How To Overcome Them)
   
   WordPress Turns 18, Drupal Adds to the Team & More Open Source News
   News and best practices about Microsoft SharePoint and Office 365 for
   collaboration, document management and workflow automation.
   Visit the SharePoint & Office 365 Channel ›
   
   Is it Time to Say Goodbye to SharePoint On-Premises?
   
   Will Microsoft Customer Experience Platform Compete in the CX World?
   
   Microsoft Takes on the Metaverse, Updates Teams and Viva & More Digital
   Workplace News
   CMSWire’s enterprise information management (EIM) channel gathers the
   latest news, advice and analysis about the evolving landscape of data
   management, data protection and compliance.
   Visit the Information Management Channel ›
   
   How Scrums and Squads Can Minimize Context Switching
   
   1Password Raises $620 Million to Grow Enterprise Password Management
   
   Web3: CXM Revolution or Fad?
    * Customer Experience
    * Digital Experience
    * DAM
    * Digital Workplace
    * SharePoint & Office 365
    * Web CMS
    * Mobile
    * Document Mgt
   
   
    * 10 Marketing Certifications That Can Help You Earn a Better Salary
    * Is it Time to Say Goodbye to SharePoint On-Premises?
    * Vista Equity Partners, Evergreen Coast Capital Acquire Citrix for $16.5
      Billion
    * Marketing Research Roundup: DXM Trends To Pay Attention To
    * 5 Actions Marketers Can Take to Prepare for Google Topics API for Privacy
      Sandbox
   
   
    * The Future of Work Is Now More Evenly Distributed
    * For Facebook, It’s Metaverse or Bust
    * Lights, Camera, Action: The Final Step in Your Customer Survey Program
    * Salesforce's Multi-Factor Authentication Compliance Date Arrives
    * Are You Asking the Right Customer Experience Questions?
   
   
    * Datalliance Enhances Cloud-based Supply Chain Platform
    * Zuora Recognized as a Leader in “Recurring Customer and Billing
      Management” Report by Independent Research Firm
   
   
 * Research
    * Digital Experience / MarTech
    * Customer Experience
    * Digital Workplace
    * Information Management
   
    * 5 Phases of Digital Engagement
    * 2021 Q2 Edition The State of Digital Customer Experience
    * Digital Experience Platforms (DXP) Market Guide
    * Forrester Wave™: Agile Content Management Systems (CMSes), Q1 2021
    * The Rise of Content Experience Platforms
    * How Intel Manages Digital Experience
    * The State of Digital Customer Experience
    * How To Choose a Composable DXP
    * Five Reasons Why You Should Use a Git-Based CMS
    * The State of the Enterprise Web
      
      (New!)
   
   Actions
    * View All
   
    * A CX Roadmap That Puts Customers in the Driver’s Seat
    * Q3 2021 Customer Data Platforms Market Guide
    * Get to Know Hyland
    * Five Steps to Master Digital Customer Engagement
    * 5 Phases of Digital Engagement
    * A First-Party Data Strategy Takes the Cake
    * Forrester: What You Need to Thrive in Autonomous Finance
    * 2021 Q2 Edition The State of Digital Customer Experience
    * Digital Experience Platforms (DXP) Market Guide
    * Forrester Wave™: Agile Content Management Systems (CMSes), Q1 2021
   
   Actions
    * View All
   
    * Survey Reveals Demand for a Modern Intranet
    * 2021 Q1 Edition: The State of the Digital Workplace
    * 5 Signs it's Time for an Employee Mobile App
    * The State of the Digital Workplace 2021
   
   Actions
    * View All
   
    * Enterprise Search and AI - Better Together?
   
   Actions
    * View All

 * Webinars
    * Upcoming Webinars
    * Recent (View-On-Demand)
   
    * Feb 10
      Harnessing Data to Deliver Personalized Customer Experiences
    * Feb 22
      Rediscovering Collaboration in the Office
    * Feb 23
      [EIS Webinar] How to Instrument KPIs Throughout the Customer Journey
   
   
    * Jan 26
      5 Ways Angie’s List/HomeAdvisor Increased Employee Experience
    * Jan 26
      First Party Data - Managing and Monetizing the "Data Exhaust" from Your
      Martech Stack
    * Jan 25
      How to Build Channel-Inclusive Digital Experiences
    * Jan 20
      The ROI of Internal Communications 2022
    * Jan 20
      Chat More, Sell More: How Conversations Unlock Revenue
    * Jan 19
      Proving the Business Value of Customer Experience
    * Jan 13
      Strategies for Leveraging External Data
   
   
 * Events Calendar
    * Featured Events
   
    * Feb 10
      Harnessing Data to Deliver Personalized Customer Experiences
    * Feb 16
      Digital Experience Summit - Winter 2022
    * Feb 22
      Rediscovering Collaboration in the Office
    * Feb 23
      [EIS Webinar] How to Instrument KPIs Throughout the Customer Journey
    * May 4
      Digital Workplace Experience - Spring 2022
    * May 18
      Digital Experience Summit - Spring 2022
   
   Actions
    * View All Events
    * Add Your Event
    * Events RSS
   
   
   
   

 * 




THE CX DECODED PODCAST BY CMSWIRE

Customer Experience Decoded is CMSWire's semi-monthly podcast designed to
deliver insights from leaders driving the evolution of customer experience, with
an emphasis on digital touch points, customer journeys, respectful data
management and voice of the customer.

Each episode is designed to help you better understand how industry leaders are
managing customer experience and the value these practices can bring to your
customers' and employee's daily lives.

Have a question, comment, idea or guest suggestion? Drop us a line at
editors@simplermedia.com.






  TUNE-IN HERE:

   

--------------------------------------------------------------------------------


ABOUT THE HOSTS

Based in Sunny Florida, Rich Hein is Head of Content and Audience Strategy for
CMSWire. He has worked in digital technology publishing for nearly two decades,
connecting readers with content that matters to them. Rich creates and
implements editorial strategy and works cross-functionally with marketing to
serve and build CMSWire's audience of over 250,000 unique monthly visitors.

Dom Nicastro has covered the digital customer experience and digital employee
experience spaces since he began with Simpler Media Group full-time in January
of 2014. He regularly serves as emcee at his company's two industry events and
as moderator for SMG webinars. On the side, Dom is a sports-talk radio host for
an FM station out of the Boston area. Prior to Simpler Media Group, Dom was a
journalist at a healthcare publishing company and served as editor of his
hometown's daily newspaper, the Gloucester Daily Times in the North Shore region
of Massachusetts.

--------------------------------------------------------------------------------


RECENT EPISODES


SCOTT BRINKER ON RISE OF LOW- AND NO-CODE IN MARKETING AND CUSTOMER EXPERIENCE



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 years, and the worldwide low-code development technologies
market was projected to total $13.8 billion in 2021, an increase of 22.6% from
2020.

Brinker, VP Platform Ecosystem at HubSpot, joined CX Decoded Podcast co-hosts
Rich Hein, Editor in Chief at CMSWire, and Dom Nicastro, Managing Editor at
CMSWire, to discuss the rise of these no- and low-code tools and address some of
the healthy skepticism in the market.


WHY CUSTOMER JOURNEY MAPPING IS A VERB, NOT A NOUN



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 understand customer behavior, and 33% say they
either understand customer behavior poorly or that they haven’t started to
understand customer behavior yet.

Customer journey mapping is one tool to help understand customers better. But
it's more than creating a map. It's defining truly those customer moments that
matter. Jeannie Walters, chief customer experience investigator and founder at
Experience Investigators, invests in making customer journey mapping work.


MANSUR KHAMITOV MAKES A GUEST APPEARANCE ON THE CX DECODED PODCAST



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 sake of storytelling, but because that's
backed up by your internal mission where employees buy into that story as well.

Mansur Khamitov, assistant professor of marketing at the Kelley School of
Business in Indiana University, shared those and other brand strategy and
marketing tips based on his in-depth research in the latest CX Decoded Podcast
with co-hosts Rich Hein and Dom Nicastro of CMSWire.


AWARD-WINNING CX WITH AMY SHIOJI OF STRATEGIC EDUCATION



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 how her multi-pronged approach to customer experience is helping
today's students meet their goals.


THE GREAT PILLARS OF CX



Holly O’Neill leads client care for Bank of America’s 66 million consumer and
small business clients. Like all other customer experience practitioners over
the last 20 months, she has faced her share of challenges in her role as Bank of
America's president of retail banking.

In this episode, she joins the CX Decoded podcast to share the lessons learned
while delivering highly personalized experiences for users both online and
in-person and leading teams focusing on meeting banking customers where they
manage their finances.


CANDID TALES WITH MARKETING LEADER TOM WENTWORTH



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.


CMO LEADERSHIP CHALLENGES AND OPPORTUNITIES: THROUGH COVID-19 AND BEYOND



In this episode of CX Decoded, 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 how 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.


MARKETERS FOR AN OPEN WEB'S TAKE ON GOOGLE'S COOKIELESS FUTURE



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.


ANALYZING THE B2B MARKETING PLAYBOOK



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 marketing strategies, producing research on the topic and, with his
colleagues, coming up with some key pillars for effective B2B marketing. Today
he joins the team at CX Decoded to share his insights.


HOW VALID CUSTOMER EXPERIENCE DATA TELLS A GREAT STORY



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 Digital Customer Experience 2021
report CX leaders are not satisfied with their ability to quantify the impact of
CX on business metrics and outcomes. It's incredibly challenging to provide
bottom-line results and value for CX programs.

CMSWire's CX Decoded podcast co-hosts Rich Hein and Dom Nicastro caught up with
customer experience practitioner Katrina Schiedemeyer, senior engineer of
supplier development engineering at Oshkosh, to discuss proving ROI and the
impact of CX metrics.


IS THERE OPTIMISM ON THE HORIZON FOR MARKETERS?



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, friends and co-workers.

There's hope, though. Global vaccinations are in effect. And marketers are
showing signs of optimism, according to findings in the 26th annual CMO Survey,
run by Christine Moorman, Austin Finch, senior professor of Business
Administration at Duke University and a CMSWire contributor.

Moorman discussed these findings and others with CMSWire's Rich Hein and Dom
Nicastro for the latest CX Decoded podcast.


ANALYZING VOICE-CONTENT PROSPECTS FOR MARKETERS



There's no denying the adoption of smart voice assistant technologies into
people's homes. According to a 2021 Statista report, shipments of smart speaker
units were at an all-time high in the fourth quarter of 2020. But how do
marketers and customer experience professionals leverage these technologies for
voice content experiences that support their brand? How do they embed voice
content into their digital experience programs?

CX Decoded invited voice-content expert, and CMSWire contributing author,
Preston So, to cut through the noise, discuss successful case studies and dig
into the challenges facing the modern marketer.


HOW TO TAME THE MARTECH CHAOS



Marketers are at the forefront when it comes to taming the martech chaos and
ensuring tools support business objectives and positive business outcomes.
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 podcast crew to discuss
the best ways to get your arms around your organization's martech stack.


PRACTICAL USE CASES OF AI IN MARKETING



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 podcast this episode, CEO of the Marketing AI Institute and PR
20/20, Paul Roetzer, to discuss the ways marketers are successfully implementing
AI into their marketing campaigns and workflows.


CX DECODED PODCAST: BUILDING CUSTOMER TRUST IN UNPRECENDENTED TIMES



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 fact, according to data from Edelman in 2019 prior to
the pandemic, 81% of customers buy based on trust.

Having consumers trust your brand has always been an important factor in
customer experience success, but the past 15 months has definitely amplified
things. In fact, Experian’s global research from July 2020 showed that 52% of
customers who felt that businesses treated them fairly during the pandemic plan
to give those companies more of their business.

In this latest edition of our CX Decoded podcast, co-hosts Rich Hein and Dom
Nicastro of CMSWire discuss building customer trust with customer service and
customer experience expert Shep Hyken, chief amazement officer at Shepard
Presentations.


CX DECODED PODCAST: CREATING A MOBILE-FIRST MINDSET



We like our phones. Americans spend about five hours a day on their mobile
devices. The number of mobile internet users in the United States has steadily
increased, reaching an all-time high of over 274 million users in 2020. Further,
over 50% of total website traffic in the U.S. originated from mobile devices in
early 2020, right before COVID-19 related shutdowns started to take shape across
the country.

No shock to the experienced marketer and customer experience practitioner, this
means that your customers are out there with their mobile devices. They’re doing
things like researching products, reading reviews, shopping, spending time on
social media and, yes, even making phone calls. The pandemic has accelerated
this trend, forcing many organizations to pivot on a dime and go all in on
digital.

Naturally, building a mobile-first mindset did not start with the pandemic.
However, the past year has accelerated mobile usage and forced brands to be
mobile-ready with things like curbside pickup and online orders. In other words,
usable, scalable and measurable apps equals a good thing for brands.

To help us discuss mobile-first culture and the brand-customer connection,
Francisca Hawkins, VP of digital and technology for Philz Coffee joins Rich and
Dom on this episode of CX Decoded.


CX DECODED PODCAST: OVERCOMING MARKETING BAD HABITS AND BEHAVIORS



The challenges for the marketing department 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.

In this episode of CX Decoded, we caught up with Nicole France and Liz Miller
from Constellation Research. While currently analysts and researchers now, they
are marketers at heart, having served in marketing roles in the past. They'll
share their thoughts on overcoming the bad marketing habits and processes we are
all dealing with today.


REFINING YOUR DIGITAL TRANSFORMATION JOURNEY



What have the past 12 months done for digitally-enabled products? Accelerated
their portfolios by seven years, according to a McKinsey Global Survey of
executives.

Never before has there been this quick of a digital transformation effort 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.
According to a Harris Poll report released March 15, The Great Awakening: A Year
in the Life in the Pandemic, eight in 10 American consumers plan to shop online
in some fashion, even when the COVID-19 global pandemic comes to an end.
Further, 64% of shoppers say they plan to continue to use less cash, and (48%)
don't want to touch cash anymore.

All of these findings point to continued digital transformation as a bottom-line
impact on business processes and brand strategy. The good news is we caught up
for this latest edition of the CX Decoded podcast with an executive who already
lived this kind of digital transformation — Adam Brotman, former chief digital
officer at Starbucks. Brotman is now the CEO of startup Brightloom, a customer
growth platform.


HELPING MARKETERS SIFT THROUGH DATA PRIVACY LAW HAZE



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
laws?

In the latest CX Decoded Podcast, we’ll help marketers cut through the
data-privacy haze with CMSWire’s Rich Hein and Dom Nicastro, who are joined by
digital policy and data privacy expert Kristina Podnar.


MARKETING IN A COOKIE-LESS WORLD



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

But it’s a new world when it comes to data privacy. And the tech giants are
taking action. Apple and Google are making moves to support the termination of
this type of data tracking on the web.

How can marketers adjust? Is the demise of third-party cookies actually a good
thing for marketing strategy?

How can CX professionals adapt in light of these challenges?

Co-hosts Rich Hein and Dom Nicastro of CMSWire and special guests Ratul Shah,
head of product marketing at SAP, and Tim Hayden, the CEO of BrainTrust, discuss
on this CX Decoded Podcast marketing in a cookie-less world.


ELEVATING YOUR VOICE OF THE CUSTOMER PROGRAM



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, most importantly, make
it actionable for better customer experiences? How do I create strong feedback
loops? What impact did COVID-19 have on VoC in 2020 and what will be the
priority for CX professionals in this arena in 2021?

Join co-hosts Rich Hein and Dom Nicastro of CMSWire and special guest Stephanie
Thum, CCXP, founding principal of Practical CX, on this CX Decoded podcast to
learn the latest strategies to boost VoC programs and thrive in a rapidly
changing world economy.


BREAKING DOWN THE STATE OF DIGITAL CUSTOMER EXPERIENCE



Welcome to CMSWire's first podcast.

Everyone knows 2020 kicked digital customer experience into high gear.
Businesses, even those whose primary model was brick-and-mortar, had to adapt
digitally and fast because of COVID-19 precautionary lockdowns that shuttered
stores and sent customers to digital shopping and communication experiences with
their brands.

It was up to customer experience professionals to execute on these digital
experiences. And it was anything but seamless.

Only 11% of CX professionals told CMSWire in its State of the Digital Customer
Experience 2021 report that their tools are working well. Another 47% say
they’re satisfactory, and 43% say they need work.

Furthermore, CX practitioners reported struggles with limited budget/resources
(46%), siloed systems and/or fragmented customer data (37%), limited
cross-department alignment/collaboration (34%), outdated/limited technology,
operations or processes (29%) and lack of in-house expertise/skills (27%).

How can CX professionals adapt in light of these challenges?

Join Rich Hein and Sarah Kimmel of CMSWire and special guest Annette Franz,
CCXP, founder and CEO of CX Journey Inc., on this CX Decoded podcast for more
insights on the yearly CMSWire report and how to better deliver digital customer
experiences in 2021.

Check out the State of Digital Customer Experience - 2021


About Us

SMG/CMSWire is a leading, native digital publication produced by Simpler Media
Group, Inc. Our CMSWire and Reworked publications provide articles, research and
events for sophisticated digital professionals. Our editorial team produces 150+
authoritative articles per month for our 3 million+ community members. Join us
as a subscriber.

Read more about us or learn how to advertise here. We also have a Reader
Advisory Board.

More:

Monthly Editorial Calendar
Article Submission Guidelines
DW Experience Conference
DX Summit Conference
Software Directory
Advertiser Media Kit
Press Releases

Stay In the Loop
 * 
 * 
 * 
 * 

Get Our Newsletter

Most Popular Articles
 * 10 Marketing Certifications That Can Help You Earn a Better Salary 7 Comments
 * Is it Time to Say Goodbye to SharePoint On-Premises? 1 Comment
 * Vista Equity Partners, Evergreen Coast Capital Acquire Citrix for $16.5
   Billion Start commenting...
 * Marketing Research Roundup: DXM Trends To Pay Attention To Start
   commenting...
 * 5 Actions Marketers Can Take to Prepare for Google Topics API for Privacy
   Sandbox Start commenting...

Recent Comments
 * Roshy R
   
   Great post. In business, predictive analytics has a broad mix of benefits,
   including it has proven to be a substantial asset in the decision-making
   strategy. Predictive analytics has arrived of age...
   
   What Is Predictive Analytics and How Does it Impact Customer Experience? · 2
   hours ago

 * Mofwoofoo (Tom) Osher)
   
   How could these technologies be used for creating a network of networks on a
   grand scale of like minded individuals and groups for the purpose of
   organizing and collaborating?
   
   How Is Web3 Decentralized? · 1 day ago

 * Green Farmer
   
   Great article with some key insights. If you have in house SharePoint and Dev
   talent you can really do some great things with SharePoint server despite the
   hype of its demise.
   
   Is it Time to Say Goodbye to SharePoint On-Premises? · 4 days ago

 * Coburn Flannery
   
   How do you know Taylor wasn't AI?
   
   One Size Does Not Fit All With AI and Customer Service · 5 days ago

 * Dom Nicastro
   
   Bill, I'm with you there. The "what we do and who we do it for" are the
   hardest, and most important things, for a company to determine. Employees
   need those North Stars to believe in.
   
   The Inherent Challenges of U.S. Federal Employee Engagement Priorities · 1
   week ago

© 2022 Simpler Media Group, Inc. All rights reserved.
Privacy Policy. Terms of Use.

Powered by Sitecore and Coveo. SMGP v3.0.1.8.



Sumo


GET YOUR FREE VIRTUAL PASS TO OUR FEBRUARY 16TH & 17TH VIRTUAL CONFERENCE.



By submitting this form you are consenting to SMG's privacy policy and to being
contacted by the DX Summit team.