Every year it seems we revisit how to create a better ecommerce customer experience. Every year it seems we say the same things in a slightly different ways. And every year we are surprised that simple things are still not adopted. Back to Basics – Your Customer – Myth versus Reality. Forget personalisation for a moment. The Read more…
Digital transformation success is closely linked with creating a culture across the business which is customer-centric and laser focussed on the customer experience (CX). One way to align the organisation around common goals is to use OKRs, but understanding the current CX culture of a company can be more challenging. The CX Typology Framework, developed in partnership Read more…
How do you choose the best Ecommerce solution or Digital Experience Platform (DXP) or Content Management Platform? Well… usually you start with your user stories or requirements. This is where most design agencies mock up great front-end demos and impress the need for designing to the right device for the right buyer persona – presenting the most Read more…
CX, DX, UX, XM… the definition of experience is as varied as the thing itself. No two experiences are the same – no matter how much process and automation is involved. Because experience includes another x-factor – context. What is Experience Context? Very simply, context is the who, what where, when, how, why questions. Which buyer persona? Read more…
There is a certain mis-match between the idea that Millenials want differentiated experiences, are not interested in old-fashioned ideas of materialistic ownership and the rampant acquisition of drop-shipped, mass-market stuff flooding cloned pop-up Shopify Ecommerce sites around the world. But because of this idea – that experience is the point of difference, the word has been co-opted Read more…
As I moderated 5 different panels at Virtual Seamless KSA last week, there was an overarching theme – customer experience is at the fore-front of the ecommerce and retailing. The merging of the digital with the physical world, a kind of augmented reality, the experience that customers go through is the key determinant. What struck me in Read more…
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