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 CXM.tv Martin Schneider

Customer Experience Management

Customer Experience Strategy and Advice

In this video conversation with analyst Martin Schneider, Enterprise Software Research Manager of 451 Research, we discuss Customer Experience strategy, including how to go about creating CX strategy, how CX fits in with other disruptive technologies such as SaaS, cloud, social and mobile, who should drive the effort, and why many companies are creating C-level positions designed around the customer and CX, such as the Chief Customer Officer. We also consider how Customer Experience strategy is then enabled with supporting technology, and why so many companies are evaluating their technology stacks with an eye toward modernizing IT, and not replacing their IT investments.

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