Ecommerce CX for 2021
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…
CX Typology and OKRs
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…
The Forgotten User
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…
X is for eXperience
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…
Experience Management?
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…
Trust in CoVid19 CX
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…