A discussion with Customer Experience Strategist Megan Jensen on users journeys challenges, use cases, multicultural, and online behavior and insights. We talk about customer expectations, experience optimization, experimentation, and global online presence strategies. Megan explains how she puts sites translations plans, SEO, different privacy compliance matrix, accessibility, to server diverse culture groups requirements and believes.
Links highlighted during conversation:
- Megan's blog @ https://blogs.perficient.com/author/mjensen/
- Behavioral Economics Group on LinkedIn @ https://www.linkedin.com/groups/112700
Chapters:
00:00 Introduction
00:41 Behavioral economics
02:42 Use cases on user journey challenges
03:47 Insights on making web experience easier
04:22 Why users abandon sessions before conversion?
06:51 Experience measurability and ROI calculations
08:24 A recipe to leverage experiments to encourage engagements
10:26 Making testing everyday work
11:02 Agencies collaboration models
12:31 Multilingual global websites
19:51 Composable solutions and content teams orchestration
21:33 Digital marketing efficiency
22:40 Make testing a daily routine
24:13 Content governance
27:41 On race, ethnicity, and inclusion
In this discussion, the multi-award winning team explains recipes for XC success. Kimberly and Steve show how to build a profitable business case centered around end-user. They explain various ways to dynamically structure delivery teams for winning CX implementations. The conversation includes tens of business cases, inspirations, and working tips proven to deliver high business value and end-user delight
Paul Miser' Book: Digital Transformation ― The Infinite Loop: Building Experience Brands for the Journey Economy Paperback – 12 April 2021
https://www.amazon.co.uk/Digital-Transformation_The-Infinite-Loop-Experience/dp/1941688721
Kimberly's newsletter - Continuous Sitecore Strategy
: https://www.linkedin.com/newsletters/continuous-sitecore-strategy-6975193265310482432/
Chapters:
00:00 Introduction
02:16 Philosophy relationship with segmentation and privacy
04:09 Post-Covid CX strategies changes
07:25 How to build empathetic customer-first organizations
10:59 Iterative ROI and building CX business cases for executives
13:29 CX Business Cases and experience digitization tips
18:38 Requirements of Discovery Phase
20:44 Alternatives for CX implementation team structures
23:07 Tactics for Audience Discover
25:20 Design Thinking and Experience Testing
30:31 Leveraging AI, CDP, and a successful GTM story
34:28 Personalization Tactics and Tips
36:04 Diversity and attention span with respect to CX
In this episode we talk with Barend about CX practical implementation tips and business delivery models. Barend publishes through his own blog and has interesting articles proposing methods such as Minimum-Lovable-Experiences, ROI, and CX four pillar implementation corners. Listen to this episode for more details and make sure you subscribe for upcoming publications.
Here is a link to Barend blog site: https://barendemmerzaal.com/