Customer Experience is More Than a Solution, It's an Attitude: #CXMChat Recap

If you joined us for our Customer Experience Management Tweet Jam on Thursday, January 19, you may have learned a few things about the past, present and future of listening, delivering and measuring a consistent, contextual, optimized message across all channels, otherwise known as CXM.

During the course of an hour, 12 individuals representing 15 CXM vendors and 12 independent professionals (that’s my head count, anyway, @josephwykes) dissected various aspects of customer experience management.

Editor's Note: To put things in better perspective, although we had 24 active participants, including those of our panel, we also had over 800 people listening in (according to the number of people connected via Cover-It-Live alone).

First, we defined it:

Q1: CXM is strategy+people+process+tech to deliver great customer experience. #WEM is software to manage digital exp. Core to CXM. #CXMChat.

— Loni Kao Stark (@lonikaostark) 

Q1:CXM could easily be also defined as CONTEXTUALIZED management. The next evolution of WCM #CXMChat

— Tjeerdbrenninkmeijer (@tbrenninkmeijer) 

Q1: in simple terms, #CXM is a multi-channel strategy and practice with the goal of keeping customers happy. #cxmchat

— Irina Guseva (@irina_guseva) 

Q1) WCM and WEM are channel centric. CXM is channel agnostic and puts the emphasis on the customer where is should be #cxmchat

— dguarnaccia (@dguarnaccia) 

Then we asked about the tools and strategy used to spearhead CXM.

Q2 #CXM involves the coordination of multiple solutions including WCM, social, CRM, analytics, eCommerce, campaign management, etc. #CXMChat

— CoreMedia (@CoreMedia_News) 

Q2: Any CXM strategy needs tools to both listen and deliver exp across all customer touch points to compete in digital age. #CXMChat

— Loni Kao Stark (@lonikaostark) 

Q2 Have measurable goals and accurate ways to measure. Elicit feedback (freely). Listen, learn & engage. Make it easy for the user #cxmchat

— josephwykes (@josephwykes) 

Q2 - Component-based content and taxonomy are key WCM tools that support dynamic, relevant user experience. #CXMChat

— David Hillis (@davidhillis) 

Q2. Key required tools: Socially-enabled WCM platform + analytics, CRM, marketing campaign management, digital creative apps.#CXMChat

— Tony White (@arslogica)

Once, that was settled, we talked about ownership. Who owns CXM? Luckily, most people agreed that it involved the C-suite and an organizations culture shift.

comments

Useful article?

 Email It      

Follow @cmswire

Related Articles:

• Myths & Realities of Drupal
• SharePoint 2010: "The Elements of User Experience"
• Customer Experience: Why Are Ugly Websites So Successful?

Tags: c-suite, context, curation, customer experience, customer incentives, cxm, cxmchat, multichannel, online engagement, social business, social media, tweetjam, web cms

If you joined us for our Customer Experience Management Tweet Jam on Thursday, January 19, you may have learned a few things about the past, present and future of listening, delivering and measuring a consistent, contextual, optimized message across all channels, otherwise known as CXM.