Top Tweets for #CXMChat

over 5 years ago

Thanks for having us @cmswire, enjoyed the time. On to the next Zoom call! #cxmchat

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over 5 years ago

A7: I caution anyone to overcommit to “2020 things" over the long term. Reversion to the mean is a powerful force. That said, digitization will continue to accelerate, decentralization will continue to accelerate—plan around these macro trends. #cxmchat

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over 5 years ago

A7 As brands work to continually improve #CX, I think that we will see a few things stick around. Brands will optimize as they modernize vs. rip and replace. Attribution will become more prevalent w/in CX – to channel and department. #cxmchat 1/2

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over 5 years ago

A7 The shift to digital engagement technologies. Not letting “perfect” be the enemy of “good” (enough). And customers’ low tolerance for failure within customer journeys. All of these will endure. #CXMchat

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over 5 years ago

A6: If nothing else, 2020 is a reminder that nothing ever stays constant. If you need to build agility into how you operate your marketing team. #cxmchat

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Zimana Analytics | Pierre DeBois, Founder (He/Him) @ZimanaAnalytics

over 5 years ago

A6 This is another broad topic that needs its own Tweet Jam to fully explore. But I’ll connect some earlier points. First, increase your customer empathy. Second, invest in the right technology. And last, be agile. #CXMchat

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over 5 years ago

@cmswire Good example - Black consumers are looking more closely at companies that invest in DEI management or with suppliers, much more so than in years past #cxmchat

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over 5 years ago

@jmmoran12 So, yes, CDP. But having a ton of data in a CDP does not make that data actionable, much less in real time. There’s more to it. #cxmchat

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over 5 years ago

@siobhan__fagan A5 I think it goes unused b/c brands don't know HOW and WHEN to use it. The argument is - the more data you have, the more insight you can uncover when you can and do act. #cxmchat

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over 5 years ago

A5 Acting on the data in real-time requires the right mix of integrated technologies. You might look at journey orchestration software, customer data platforms, digital experience platforms, and CCM software. #CXMchat

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over 5 years ago

A5 Two very different questions, neither of which can be properly addressed with broad strokes. The short answer to both is: it depends. It depends on the business/industry, on the journey (e.g., purchase or service), and the segment. #CXMchat

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over 5 years ago

@siobhan__fagan @johnzimmerer @ryanlunka That's a huge question - I think every regulation by definition impedes empathy. #cxmchat

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over 5 years ago

@ryanlunka Oooh! Sidebar question: in what ways do regulations impede companies’ willingness and ability to use empathy? #cxmchat

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over 5 years ago

A4b: Just call any 800 support line for a large bank. Probably not a ton of empathy on the other side. Then do the opposite with your business. #cxmchat

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over 5 years ago

A4b - Actions speak louder than words. Don't say it, act on it...write it down...make it tangible. Whether a new program/initiative, campaign, or donation... #cxmchat

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over 5 years ago

A4: 100% agree with @johnzimmerer in terms of "empathy". It's so easy to do. It's not science. It's just basic human decency, and when incorporated at an organizational level is powerful (see @zappos). #cxmchat

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over 5 years ago

@siobhan__fagan @johnzimmerer A4 and empathy is so subjective. Everyone says they have it, but....#cxmchat

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over 5 years ago

A4 Easy: Increase your empathy. It’s trite to say “put yourself in your customer’s shoes” and it’s not enough to map customer journeys. Businesses need to go through and evaluate their customer journeys as a customer would. #CXMchat

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