In anticipation of CMSWire's inaugural DX Summit (#DXS15) next week, we wanted to share a few findings from our recent survey on digital customer experience.
Why did we conduct this survey?
Digital customer experience is a cornerstone of many organizations’ digital transformation strategies, and we wanted to enhance our understanding of what the CMSWire community is doing in this quickly evolving area.
Specifically, we set out to identify the challenges and opportunities our community faces in formulating digital customer experience strategies, as well as purchase and implementation decisions.
The results are fascinating, and in fact, a little surprising to us as a tech media organization.
2 Key Factors for Success
While the technology to bring digital customer experience programs to life is crucial, it was not the biggest challenge faced by our survey respondents. Rather, respondents identified integration and alignment as the key factors to success. An organization’s departments must align around the customer journey. Their tech platforms must integrate around customer data.
Key findings include:
- The lack of cross-functional alignment — rather than the lack of staff expertise or technology — is the top challenge faced with digital customer experience
- Customer relationship management (CRM), marketing automation and customer service platforms need to integrate with content management systems (CMS)
- Despite the desire to use customer data to further business goals, 51 percent of respondents wanted to be leaders in data privacy
CMSWire conducted this survey in partnership with Jahia Solutions Group, an open-source vendor of digital experience management.
You can meet the Jahia team at DX Summit. Elie Auvray, Jahia’s co-founder and CEO, will be speaking on the roundtable DX Visionaries: The Future of Digital Experience, Christopher Justice, Jahia’s Senior VP of Worldwide Marketing, will be speaking on Managing Privacy, Ethics and CX Data, and Jahia CMO Kevin Cochrane will discuss the evolution of Web Content Management to Digital Experience.
See the full DX Summit agenda for more information.
Title image by Alex Wong