CX Decoded By CMSWire

Most organizations strive to have an excellent customer service program. Or we hope, at least. But it's one thing to talk about strong customer experience, and it's certainly another to act on it and measure it, especially in terms of how it adds value to the company proving ROI. Measuring CX and its return on investment still remains a challenge today.

According to data from CMSWire's State of Digital Customer Experience 2021 report CX leaders are not satisfied with their ability to quantify the impact of CX on business metrics and outcomes. It's incredibly challenging to provide bottom-line results and value for CX programs.

CMSWire's CX Decoded podcast co-hosts Rich Hein and Dom Nicastro caught up with customer experience practitioner Katrina Schiedemeyer, senior engineer of supplier development engineering at Oshkosh, to discuss proving ROI and the impact of CX metrics.

Marketing like many other disciplines went through a year of duress in 2020. COVID-19 had a major impact on businesses everywhere: brand loyalty, marketing strategies, budgets, brand messaging, striking the right tone. Everything was up-ended, not to mention the move to remote work and job losses for marketing teams. And on top of that, simply worrying about the health and well-being of family, friends and co-workers.

There's hope, though. Global vaccinations are in effect. And marketers are showing signs of optimism, according to findings in the 26th annual CMO Survey, run by Christine Moorman, Austin Finch, senior professor of Business Administration at Duke University and a CMSWire contributor.

In this episode, Christine stops by the show to share her thoughts on the state of marketing and why marketers are optimistic about the future.

In this episode of CX Decoded, voice-content expert, author and CMSWire contributing author Preston So joins us as we explore how marketers and customer experience professionals are leveraging and embedding voice content experiences into their digital experience programs?

Marketers are at the forefront when it comes to taming the martech chaos and ensuring tools support business objectives and positive business outcomes. But there are so many questions. What's the right toolset? Should we have a marketing cloud at the center of our martech stack? Should we build with a best-of-breed approach? Is a homegrown stack the right approach?

Anita Brearton, founder, CEO and Co-CMO of CabinetM, a marketing technology discovery and management platform joins the CX Decoded podcast crew to discuss the best ways to get your arms around your organization's martech stack and tame the chaos.

The use case for Artificial Intelligence (AI) in the workplace is there. For marketing and customer experience, in particular, organizations are using AI and machine learning to improve internal business processes and workflows, automating repetitive tasks and to improve customer journeys and touchpoints, among other use cases.

Joining the CX Decoded podcast this episode is CEO of the Marketing AI Institute and PR 20/20, Paul Roetzer, to discuss the ways marketers are successfully implementing AI into their marketing campaigns and workflows.

All relationships are built on trust whether you're talking about the people you meet in the course of your life or the brands and the relationships they build with their customers.

In this latest edition of CX Decoded co-hosts Rich Hein and Dom Nicastro discuss building customer trust with customer service and customer experience expert Shep Hyken, chief amazement officer at Shepard Presentations.

Building a mobile-first mindset didn't start with the pandemic, however, the past year has accelerated mobile usage and forced brands to be mobile-ready. Add to that Google's mobile-first search strategy and it becomes clear that having a mobile-first mindset should be top of mind for all of those paying attention.

Our latest CX Decoded podcast guest is Francisca Hawkins of Philz Coffee. She'll talk mobile-first culture and the brand-customer connection.

The challenges for the marketers in the past year during the COVID-19 pandemic have been many: striking the right brand tone, dealing with trimmed budgets and, most of all, staying relevant and keeping their jobs.

Forrester predicted 469,000 marketing jobs would be lost in the US by the end of 2020 in one forecast. Marketers maybe more than ever need to prove their worth. They need to shed bad habits, reduce inefficiencies and nail it when it comes to submitting the right tone in brand messaging.

In this episode of CX Decoded, we caught up with Nicole France and Liz Miller from Constellation Research. While they may be analysts and researchers now, they are marketers at heart, having served in marketing roles in the past. They'll share their thoughts on overcoming the bad marketing habits and processes we are all dealing with today.

Digital transformation is a journey, not a destination...

That said, never before have we seen the type of acceleration of digital transformation efforts to modernize business processes, supply chains and workflows like we saw over the past year. And digital business is still evolving.

While the workplace saw large-scale adoption of remote work, brands saw huge shifts in customer behavior that had all organizations playing catch-up. With so much behind us, its time to look back, reevaluate and refine the year's efforts.

And to help us explore the digital transformation topic, former Starbucks CDO Adam Brotman joins the team at CX Decoded to discuss digital transformation journeys, the acceleration over the last year and reigning it all in.

GDPR, CCPA, CPRA … it's enough to make a marketer's head spin. At the time of this recording, three US states have enacted comprehensive consumer data privacy laws, and more are likely on the way. And that's not to mention the possibility of a US federal privacy law.

Are you tech ready? Is your marketing staff trained to handle personal-data requests from your customers and prospects who trust your brand to be compliant? How do your customers stand to benefit from your practices around these new laws?

In this episode, we'll help marketers cut through the data-privacy haze when digital policy and data privacy expert Kristina Podnar, joins CX Decoded hosts Rich Hein and Dom Nicastro.