As we begin a new year, customer experience has the potential to evolve into a more sophisticated platform capable of managing conversations across media. In January 2011 Forrester predicted “that as mobile technologies advance, customer experience professionals will be expected 'to learn new skills and improve on old ones in order to cope.'” How has customer experience changed the skills we need to effectively meet and manage our customers’ needs and what new trends will 2012 bring? Join us at our upcoming Tweet Jam where we'll talk about what we’ve learned from the customer experience in 2011 and what we can expect in 2012.

Important Update: Due to the rumored Twitter blackout Wed Jan 18th to protest against the proposed SOPA legislation, we are moving our Tweet Jam to Thursday January 19th at 10amPT, 1pm ET. We hope that you can all still join us.

Tweet Jam: Reflections & Expectations for CXM

Join us in a week on Wednesday, January 18 at 10 am PST / 1 pm EST / 1800 GMT January 19 at 10 am PST / 1 pm EST / 1800 GMT for our monthly tweet jam. We welcome the broader CMSWire community to participate as we spend an hour discussing the lessons we learned in 2011, favorite tools/strategies and who should drive the customer experience.

All experience levels are welcome to connect with the expert panel we're assembling. Here's a look at who's coming: Tom Wentworth (Ektron), Scott Liewehr (Outsell's Gilbane Services), Christian Buckley (Axceler), Irina Guseva (Real Story Group), Loni Stark (Adobe), Hyoun Park (Aberdeen Group), Julie Hunt (Julie Hunt Consulting), Pete Iuvara (mindSHIFT Technologies, Tony White (Ars Logica), Rob McCarthy (GOSS Interactive), Joe Wykes and Aaron Dunn (Percussion Software) Ian Truscott (SDL), David Hillis (Ingeniux), Tjeerd D. Brenninkmeijer (Hippo), Darren Guarnaccia (Sitecore).

We'll update the list as our panelists are confirmed.

The easiest way to join the conversation is by following or including the #CXMChat hashtag.

#CXMChat Tweet Jam Topics

You may tweet your questions and/or responses throughout the Jam, incorporating them into the conversation via the #CXMChat hashtag.

Here are the topics to be discussed:

  1. How are each of us defining CXM today? Do we need to differentiate WCM/WEM from CXM or do they fit nicely?
  2. What tools/strategy is the spearhead of your CXM strategy and can it be used to understand the customer's view?
  3. Who should ultimately own/drive the customer experience?
  4. What is the most important CXM lesson you learned in 2011?
  5. What is the CXM opportunity in 2012?

Participation Guidance

A few things to keep in mind:

  • Introduce yourself with your first #CXMChat tweet. Include your name, job title and organization you work for.
  • Subsequent tweets must start with the question number you are responding to and the #CXMChat hashtag. For example, "@bigbird Q5 We very much believe sentiment analysis works #CXMChat"
  • Please don't pitch products or services; stay knowledge focused
  • Keep the discussion professional, but informal
  • Remember that this is a public chat — be thoughtful

We look forward to connecting with you on January 19!