What's the key to a successful business? Make your customers happy. It sounds simple, but that underscores all of the effort that goes into providing great customer experiences again and again. So what does it take to build a customer-centic organization? What do successful ones have in common and what processes shape them? Join in to our upcoming Tweet Jam to discuss these questions and more. 

The Jam kicks off at 10 am PT / 1 pm ET / 1700 GMT on Thursday, Sept. 24. As always, the broader CMSWire community is welcome to take part. Join in by using the #cxmchat hashtag, logging in to our chatroom or through Cover it Live — found below.

The Participants

The experts on hand to keep the conversation going include:

  • Jim Bass, Customer Engagement Strategist at Tech Mahindra at Verizon — @jimbassCX
  • Bridgette Darling, Product Marketing Manager at Adobe Campaign — @BCDarling
  • Cory Munchbach, Vice President of Marketing at BlueConic — @corinnejames
  • John Zimmerer, Director of Marketing at Topdown — @johnzimmerer
  • Kim Ann King, Vice President of Marketing at EiQ Networks — @kimannking
  • Kim Celestre, Senior Director of Product Marketing at Jive Software — @KCelestre
  • Patricia Mejia, Chief Marketing Officer at Siteworx — @PatriciaMejia
  • Scot Wheeler, Vice President, Consumer Intelligence & Business Analytics at Leapfrog Online — @scotwheeler

The Questions

The following questions will guide our discussion:

  1. How can businesses use CX to build competitive advantage?
  2. How do you embed a holistic view of the customer journey into your operations?
  3. Is creating a customer-centric operation a bottom up or top down process?
  4. Which person or department should take the lead on customer experience, and why?
  5. What techniques do you recommend businesses use to bring in the customer perspective?
  6. What do companies that are succeeding with customer experience have in common? 
Live Blog Creating the CX Organization #CXMChat

Participation Guidelines

A few things to keep in mind:

  • Introduce yourself with your first #cxmchat tweet. Include your name, job title and organization you work for
  • Use the A1 for answers to Q1 format for subsequent tweets and be sure to include the #cxmchat hashtag. For example, "@bigbird A3 Without C-level support, cx will remain an afterthought #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