CX Decoded By CMSWire

Do you really want to live in a cookie-less world? Digitally, anyway, that's the reality for marketers.

The impending demise of the third-party cookie will take one big bite out of a marketer's tried and true go-to strategy. Marketers have used third-party cookies for decades to inform digital advertising and user experience by tracking information about visitors and their behavior when not on their actual websites.

But it's a new world when it comes to data privacy. And the tech giants are taking action. Apple and Google are making moves to support the termination of this type of data tracking on the web.

How can marketers adjust? Is the demise of third-party cookies actually a good thing for marketing strategy?

Every company in the history of the business world likely would benefit from listening to their customers. The challenge today? Customers talk. A lot. And in many different ways and in many different media platforms.

It's on their brands to listen — and act. If it were only that easy.

Voice of the Customer (VoC) technology has become a billion-dollar business for vendors. And it seems like a billion-dollar challenge for customer experience practitioners: how do I manage my VoC data, programs and, most importantly, make it actionable for better customer experiences? How do I create strong feedback loops? What impact did COVID-19 have on VoC in 2020 and what will be the priority for CX professionals in this arena in 2021?

Co-hosts Rich Hein and Dom Nicastro of CMSWire and special guest Stephanie Thum, CCXP, founding principal of Practical CX, on this CX Decoded podcast discuss the latest strategies to boost VoC programs and thrive in a rapidly changing world economy.

In this first episode of CX Decoded, we explore the challenges and priorities of CX professionals as we delve into our annual research report, the State of DCX.

Hosts Rich Hein, head of content for CMSWire, and his colleague, Sarah Kimmel, VP of research at Simpler Media Group, do a deep dive on CMSWire's State of the Digital Experience survey research during this CX Decoded podcast by CMSWire.

They are joined here by special guest Annette Franz, CCXP, founder and CEO of CX Journey, Inc. The podcast was recorded in December of 2020.

Report: State of the Digital Customer Experience