To close out my duties as the Digital Customer Experience conference chair, let’s take a look at the top takeaways from this year’s Digital Customer Experience conference. Using my favorite assortment of data blending and visualization tools, I grabbed the entire conference’s hashtags to determine what was most highly engaged.
Zendesk’s Dave Dyson showcased why asking customers for their input via a hashtag, without context, and without knowing how your customers feel can lead to awkward social media interactions:
Dyson also said the justification for CX is easy at the most progressive companies:
Citi’s Judy Bloch flat out told us what CX projects need to succeed:
What must the customer journey include? Peter Haid offered this:
Finally, a summary of the necessity of qualitative and quantitative study made the rounds:
CX, and especially digital CX, is a nascent discipline. We’ve still got so much to learn, so much to explore. Thank you to the Strategy Institute for allowing me the privilege of hosting the event.
You might also enjoy:
- You Ask, I Answer: The ROI of Data Quality?
- Rain Boots, Slides, and Strategy
- Unsolicited "Embargoed" Press Releases Are Absurd
- Google Analytics: A Content Marketing Engagement Test
- Why I Stopped Curating Content on LinkedIn
Want to read more like this from Christopher Penn? Get updates here:
Get your copy of AI For Marketers