Ars Logica

Ars Logica is a research and advisory firm focusing on digital transformation.

[Ars Logica @arslogica]

Proud to be Analyst Partner of @money2020 in Las Vegas! Any DXP customers/users wanting advice at the conference, send me a meeting invite in the app. @Adobe @Sitecore @Optimizely @RWSGroup @CoreMedia @magnolia_cms @acquia

[Ars Logica @arslogica]

Anyone care to share about getting locked out of X?

[Ars Logica @arslogica]

Join me on a webinar with Jahia today at 1:00 p.m. (Eastern). Topic: “Analysis and Discussion of Top CMS/DXP Vendors.

https://t.co/M0bdeEfgBO

[Ars Logica @arslogica]

Maximize the odds of DX implementation success by first taking the all-important “step back.” One recent client didn’t and wasted over $1 million on software and three years of IT’s time. https://t.co/AsglD6ezko #DigitalExperience #headless #DigitalMarketing #martech

[Ars Logica @arslogica]

Ars Logica Names WCM Leaders. https://t.co/B0IvavYfaN via @domnicastro @sitecore @sdl @adobe @episerver @acquia @gxsoftware @bloomreach_tm

[Ars Logica @arslogica]

Evaluating DX platforms? Ars Logica is Analyst Partner of DX Summit in Chicago, Nov. 12-14! Book a complimentary advisory session by e-mailing [email protected], subject line “DXS18 1:1." https://t.co/SXK1YfMsaP #DXS18 #DX #CX https://t.co/2iJSb6kfKx

[Ars Logica @arslogica]

Join Ars Logica tomorrow at 9:00 a.m. PST on a webinar with @Ingeniux for a look at how to keep your DX stack at the front of the pack. Topics: the headless CMS, decoupled architectures, dynamic publishing. https://t.co/kqprmANzCt #digitalexperience #wcm #cms #contentmarketing

[Ars Logica @arslogica]

Don't get too invested in the Gartner MQ for WCM. The first two rankings hold, but all goes to confusion immediately afterward.

[Ars Logica @arslogica]

A6. Has the huge amount of data added to or detracted from understanding of customers? Both. Understanding the “what” and “how” of behavior doesn’t provide much insight. It’s the “why” that’s pay dirt, and it’s much harder to find! Most data point to “what” and “how.” #dxchat

[Ars Logica @arslogica]

Q3. Analytics teams certainly have to be involved! https://t.co/9ExhcH9Zbe

[CMSWire.com @cmswire]

Q3, part two: Anyone have any thoughts on Adam’s great question below? Who owns the ongoing maintenance? #DXChat https://t.co/T6HnEnG5zG

[Ars Logica @arslogica]

Could not agree with you more, Scott! The richest data often is often subtle and/or anecdotal. https://t.co/C47ICx1pSB

[Scott Kolman @srkolman]

A3 Great question. Involve people and teams who are directly involved not only in the journey design but also those who regularly engage directly with the customer. They often know best where processes succeed or fail #dxchat

[Ars Logica @arslogica]

Agree with @forrester on this. https://t.co/yNPmJ0EOH5

[John Zimmerer @johnzimmerer]

A3 Research by Forrester, Gartner, and others shows that the most "mature"digital companies use a shared services or federated team model for creating customer journey maps. This usually includes marketing, line-of-business, and IT staff. #DXChat

[Ars Logica @arslogica]

A3. Who should be involved in customer journey mapping? At a minimum: product marketing, chief digital officer, and those in IT who administer the analytics applications. #dxchat

[Ars Logica @arslogica]

It's still often piecemeal -- so much of the value of customers' behavioral data is lost. https://t.co/rBCTNpE9of

[Ars Logica @arslogica]

Agree. https://t.co/Oj9e5tpkcH

[John Zimmerer @johnzimmerer]

A2 The short answer is: regularly. How regularly depends upon the people, processes, and technologies used to create the map. Ideally, a cross-functional team would meet in every sprint cycle to review it. #DXChat

[Ars Logica @arslogica]

A2. Tweaking the maps every 6-8 weeks would be ideal. #dxchat

[Ars Logica @arslogica]

A2. How often organizations should revisit their customer journey maps depends heavily on how they interact (frequency, channels) with customers. But once every six months should be a minimum. #dxchat

[Ars Logica @arslogica]

A1. Customer journeys are more fragmented now than 5 years ago. "Roads” in customer journey maps are no longer continuous. They stop at one place and resume somewhere else. And the gap between companies that map customers’ journeys well and those that don’t has grown. #dxchat

[Ars Logica @arslogica]

I'm Tony White, Founder of Ars Logica. Thanks @cmswire for the invitation to the "Modeling, Measuring and Optimizing the Customer Journey" Tweet Jam. #dxchat

[Ars Logica @arslogica]

Join us in 30 minutes. Live at 11:00 a.m. (EST) or on-demand afterwards. Webinar topic: “Web Content Management Market Overview – Focus on SDL.” https://t.co/wdo2nnQ65X
#wcm #dx #contentmarketing #wem #sdl #tridion