An illustration of 2020 written on the road of an empty highway at sunset.
PHOTO: rasica

Customer experience professionals report digital customer experience as an extremely or very high organization priority: 79% of them, in fact, according to the CMSWire State of Digital Customer Experience Report for 2020. And their reading interests with us confirmed that, for sure: Connecting human experiences, digital experience platforms, content management systems and voice of the customer metrics were among the hot topics in 2020.

Without further ado, we present CMSWire's 10 most popular customer experience articles from 2020.

10. Why We Need a New Grand Compromise in Content Management Systems

The Content Management System (CMS) is at a historic crossroads. Caught in a bind between innovation in developer experiences on one end and an explosion in digital channels and user expectations on the other, content teams are increasingly contending with a CMS market in which they lose out and fall behind no matter what direction they go.

9. The Heart of What Customers Need Now: Human Connection and Experiences

The human health crisis has brought fundamental change to many aspects of our personal and professional lives, including the customer journey.

A spring 2020 Forrester report, Winning the New B2B Buyer, found that the balance of the buying journey already had shifted from equal parts human and digital to primarily digital.

8. 7 Content Experience Fundamentals (And Why They Matter for DXPs)

Digital Experience Platforms (DXPs) today are sophisticated enough to make any B2B marketer giddy. We can reach our audiences through an ever-growing number of digital touchpoints and deliver fine-grained, personalized content at every stage of the customer journey. But are the technical capabilities of DXPs getting ahead of our ability to use them correctly?

7. 5 Customer Success Lessons Electric Utilities Should Adopt from High-Tech

Electric utilities have had a weak relationship with customers — whom they called “ratepayers” until recently — for years now. But like all other industries, they must now reinvent their relationship with customers due to several key factors placing enormous pressure upon them. The focus on customer success in the high-tech sector sets a great example for utilities to follow for their transformation. Why high-tech?

6. 7 Voice of the Customer Metrics You Shouldn't Ignore

Many customer-centric organizations are using Voice of the Customer (VoC) data to enable them to understand their customer journeys, which facilitates the ability to keep customers satisfied and coming back. This article will tell you about the VoC metrics that you should focus on, and those you may have been ignoring.

5. How to Improve Customer Journey Maps for Better Customer Experience

In the current climate CX has become a top priority, as companies work to meet shifting customer demands and customer journey maps are a critical part of delivering on those demands. The customer journey refers to all of the touchpoints and pain points a customer experiences as they interact with a brand, while a customer journey map is a visual representation that illustrates each of those touchpoints and pain points.

4. Why Is Starbucks so Successful Despite Its Mediocre Coffee?

Starbucks is one of the most successful companies in the world, not only in the coffee shop business. It is so successful because it was able to provide an experience that changed how much of the world thought about coffee shops and how many of us drink coffee outside of our homes.

3. 7 Insights Into Salesforce's Acquisition of Evergage

Salesforce acquired Evergage in February to fill gaps in its marketing cloud offering for personalization and add a real-time focus in Web and app channels, putting it ahead of Adobe in the personalization and recommendation categories.

2. Why Did Gartner Kill the Web Content Management Magic Quadrant?

Ding. Dong. The Gartner Magic Quadrant for Web Content Management is dead. Why? 

1. The Rise of the Virtual Conference: How to Host Your Next Event Entirely Online

Amidst the coronavirus epidemic, many B2B brands are left with huge event marketing budgets. With the rise of virtual conferences underway, we’ve asked marketing leaders whether virtual events can actually replace in-person events, and how brands can plan their own virtual conferences.