Inside the #CXMChat tornado

CMSWire moderated a #CXMChat tweet jam this week, featuring a lively discussion with web content management folks on the role of customer experience.

As CMS vendors rush to reposition their products as “web experience” or “customer experience” platforms, we’re all grappling with exactly how the big picture world of #CX all fits together. What’s clear is that this is a lot bigger than how we’ve traditionally framed web content management. And while the product acronyms may change, we’re going to need a much more holistic view of how organizations put the people, processes and technology together.

Here are some highlights from the hour-long discussion.


About the Author
Jeff Cram

Jeff Cram is Chief Strategy Officer and co-founder of Connective DX (formerly ISITE Design), a digital agency based in Portland, OR and Boston, MA. As the Managing Editor of the CMS Myth, Jeff is passionate about all topics related to content management, digital strategy and experience design.

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Comments

2 responses… read them below or add one.

  1. > The WCM competitors are making very different bets on their product roadmaps and positioning.

    And this is a great thing for buyers. Differentiation breeds innovation, something this industry desperately needs. Personally, I think there’s just too much under the CXM umbrella for any one vendor to tackle but I certainly respect the ambition of my peers…

  2. In my 15 years doing WCM, I don’t think I’ve seen such a breathtaking pace of innovation from the vendor community. Some are leaders, some laggards, but as a category, this market is changing dramatically. And as Tom said, it’s great for the customer. As always though, it’s about the customer requirements that are paramount. The best advice is to sit down with your team and think through what you want the customer experience to be (everywhere) to be BEFORE you talk to a single vendor. The technology should support the customer experience, not dictate it.

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