#Eps. 02 - Kimberly M. and Steve L. - on CX ROI, success, team structure, philosophy, and more.

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Experience Sitecore

Ahmed Elyamany

3 episodes

1 day ago

The EXPERIENCE SITECORE conversations, is a podcast for executives and practitioners interested in customer experience. We talk about CX strategies, human centered communication challenges, to digital experience implementations and best practices. In this demanding – unexpected – fast age of information, technology can offer realistic solutions achieving the balance between profitability while still answers to customer needs, building loyalty and genuine fan base.

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#Eps. 02 - Kimberly M. and Steve L. - on CX ROI, success, team structure, philosophy, and more.

Experience Sitecore

41 minutes 8 seconds

3 years ago

#Eps. 02 - Kimberly M. and Steve L. - on CX ROI, success, team structure, philosophy, and more.

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