The Copernican Shift

Today we start with a look at the magic Diet Coke button, work our way through the deliciously decadent Land O' Lakes butter, and tie it all together with some thoughts about touchstone experiences. It's an end-of-the-week potpourri for your CX enjoyment.

We take a short break from our DCFTS series to look at StoryWorth, a remarkable service that helps you create an experience journal of your life. In this meta-episode, we unwrap an experience within an experience as we embrace the power of memorable customer interactions. It's a mom-approved, CXM Experience extravaganza.

Today we continue working our way through the capabilities model section of the Digital Customer-First Transformation System. Now that you understand outcomes and experiences, and have begun to explore some strategic use cases, it's time to get the right people, processes, and technology in place.

A deeper dive into the strategic use cases that can help you determine where to start on your digital transformation journey. It's all about listening, assessing, planning, integrating, activating, analyzing, targeting, and governing. Think of it as a roadmap to happier customers, and a way to capture more value from your DT efforts.

Part 3 of our deep dive into the Digital Customer-First Transformation System. Yesterday we looked at the "why" of digital transformation. Today we explore the "what." It's all about mapping the desired company outcomes to desired customer experiences in a way that's human and real, creating experiences that show your customers that they're recognized, appreciated, remembered, and loved.