CRMKonvo — Customer Experience and how to do it right

This episode starred Nicole France. Nicole is VP and Principal Analyst at Constellation Research. She focuses on digital marketing, sales effectiveness and customer experience.

We planned to talk with her about platforms and their role in the ecosystem; eventually we got there after talking shop about the larger challenge of enabling and embracing customer experience. How can a customer have an experience? What does it take for companies? Are they properly set up to deliver? What is the role of culture? We covered lots of questions before even going into technology, which is a good thing, as customer experience first of all is about people with technology only being an enabler. Only then questions like: Why have platforms become important (again)? What is necessary to make them a success? Are there winning players? What is the role of a CDP in this, if any? Is there a difference between a suite and a platform, and which (hint: there is)? become important.

How to make sense of the buzzword bingo between CDP, personalization, Real Time Interaction Management and Customer Journey Orchestration. There are lots of questions, and even more answers, which depend on which vendor one asks.

Also, we asked about her opinions on trends for 2021, how the vendors managed COVID-19 so far and where she saw innovations and “spectacular” things to talk about — with an interesting result.

But watch and listen for yourself!

--

--

--

Helping businesses to improve in Digital Transformation, Customer Engagement, Customer Experience, CRM, Innovation

Love podcasts or audiobooks? Learn on the go with our new app.

Recommended from Medium

How Does An ACD Work?

How Does An ACD Work

Thought Piece: Influencer Marketing is the Most Effective Social Media Marketing

What You Ought to Know About Urgency Marketing

How social media has influenced how hotels run their operations

The Art of Crisis Management: Those Who Plan Succeed, Those Who Snooze Lose

Best Keyword Research SEO Tools 2020 — Reviews & Analysis

Evaluation of Options

A filter bubble is more familiar than you think

Get the Medium app

A button that says 'Download on the App Store', and if clicked it will lead you to the iOS App store
A button that says 'Get it on, Google Play', and if clicked it will lead you to the Google Play store
Thomas Wieberneit

Thomas Wieberneit

Helping businesses to improve in Digital Transformation, Customer Engagement, Customer Experience, CRM, Innovation

More from Medium

The Customer Experience of Pricing

Cutting backlogs: The Key to a great Customer Experience

6 Ways to Improve Retail Customer Traffic

busy shopping mall

Customer Interaction & Innovation

Photo by Andrea Piacquadio from Pexels