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3 Steps SMBs Can Take to Close the Customer Experience Gap

Posted by Caroline Givnish on Tuesday, November 13, 2018 - 09:05 Web Experience Management Digital Experience, Customer experience, personalization, marketing, Web Experience Management

Customer experience (CX) is defined by Gartner as “the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy.” Unless you’ve been living under a rock, it’s a term you’re probably pretty familiar with – and it’s even expected to surpass price and product as the key brand differentiator by 2020.

Most organizations understand the importance and ROI of delivering meaningful...

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Modern User Profile Management and GDPR

Posted by Tony Field on Tuesday, February 20, 2018 - 10:01 Web Experience Management gdpr, personalization, WEM, Web Experience Management, user profile management
What does your business think about its customers’ privacy? Since the dawn of the internet, the answer to this question has varied from company to company. Some organizations have gone to great lengths to protect personal information, while others literally exist to aggregate and sell it to the highest bidder. All of this will change starting in May of this year.
 
Citizens of the European Union have sought a more transparent, responsible, and trustworthy attitude towards consumers from its businesses. This has ultimately led to the creation of Regulation 2016/679,...
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