CX Decoded By CMSWire

Traditional linear customer journeys are being transformed into endless decision loops. This creates big challenges for marketers, and Customer Data Platforms (CDPs) are one answer to that complex situation.

According to reports in the CMSWire CDP Market Guide, the CDP industry was projected to reach $1.55 billion in revenue by the end of 2021. It's a 20% increase over 2020 revenue. CDP vendors based in the Americas account for 47% of companies in the industry, 59% of the industry workforce and receive 74% of funding.

In this episode of CX Decoded, Tony Byrne, founder of Real Story Group, takes us into the world of CDPs and shares his thoughts on CDPs and the challenges getting that customer data machine running smoothly. He also shares some real practical use cases for organizations.

Scott Brinker has had his eyes on the marketing technology landscape for decades. As author of the Chief Marketing Technologist blog and creator of the Martech Supergraphic, Brinker often notes growing trends in martech.

One of his emerging trends is low- and no-code tools. Gartner estimated that enterprise low-code application platforms will be 65% of all app creations within the next five years, and the worldwide low-code development technologies market was projected to total $13.8 billion in 2021, an increase of 22.6% from 2020.

Brinker, VP Platform Ecosystem at HubSpot, joined CX Decoded Podcast co-hosts Rich Hein, Editor in Chief at CMSWire, and Dom Nicastro, Managing Editor at CMSWire, to discuss the rise of these no- and low-code tools and address some of the healthy skepticism in the market.

The need to understand customer behaviors may never be as great as today. Customers are proliferating digital channels thanks to the digital acceleration that began in 2020 and extends today. And companies need help.

In fact, only 11% of organizations say they currently understand customer behavior well, according to the CMSWire State of Digital Customer Experience. About 56% say they moderately understand customer behavior, and 33% say they either understand customer behavior poorly or that they haven't started to understand customer behavior yet.

Customer journey mapping is one tool to help understand customers better. But it's more than creating a map. It's defining truly those customer moments that matter. Jeannie Walters, chief customer experience investigator and founder at Experience Investigators, invests in making customer journey mapping work.

It's a verb, and not a noun, she says. Walters shared these and other tips and strategies around customer journey mapping and CX best practices in our latest episode.

Poor and failed brand, marketing and service experiences can naturally make or break a brand in what many call the experience economy. Customers can be creeped out as a function of personalized online marketing. Customers can have perceptions of dark/negative brand personalities.

Brands need to consider being authentic and sincere and engaging in storytelling as a premium service. Not just for the sake of storytelling, but because that's backed up by your internal mission where employees buy into that story as well.

Mansur Khamitov, assistant professor of marketing at the Kelley School of Business in Indiana University, shared those and other brand strategy and marketing tips based on his in-depth research in the latest CX Decoded Podcast with co-hosts Rich Hein and Dom Nicastro of CMSWire.

Amy Shioji, SVP of strategy and customer experience at Strategic Education, the parent company of Capella and Strayer Universities joins the CX Decoded podcast to talk about her multi-pronged approach to customer experience is helping students meet their goals.

Like all other customer experience practitioners over the last 20 months, Holly O'Neill has faced her share of challenges in her role as Bank of America's president of retail banking.

Today she joins the CX Decoded podcast to share the lessons learned while delivering highly personalized experiences for users both online and in-person.

In the world of digital CX software, Tom Wentworth's been there, done that. Wentworth, now the chief marketing officer for cybersecurity company Recorded Future, Wentworth caught up with the CX Decoded Podcast to discuss marketing tactics, marketing leadership and his view on the evolution of the digital customer experience software space.

In this episode of CX Decoded Podcast, Stephanie Moritz, chief marketing and communications officer at the American Dental Association (ADA), talks about the challenges and opportunities brought on by the pandemic. And now, the hard work begins again, as marketing leaders take on the new challenge of leading teams in a hybrid working world that is still on many levels grappling with the pandemic.

Google's made some big moves regarding third party cookie tracking and one organization that has been an outspoken critic of Google's post third-party cookies plans is Marketers for an Open Web (MOW). In this episode, James Rosewell, director of MOW, shared his thoughts and his group's concerns with the tech giant's plans and offers alternatives to support what his group feels is a more open web.

There is a lot going on in the world of B2B marketing and a growing list of challenges. If you're a marketer, there's a clear delineation between your target audience, you're either marketing to another business or to a consumer. And those segments comes with some extraordinarily different needs and approaches.

Tim Greulich, managing director at Deloitte Digital, has been laser-focused on B2B marketing strategies, producing research on the topic and, with his colleagues, coming up with some key pillars for effective B2B marketing. Today he joins the team at CX Decoded to share his insights.