1. The document discusses key trends in digital customer experience including the rise of omnichannel experiences, growth of marketing technology, and importance of digital transformation. 2. A key point is that customers want digital experiences to meet them on their own terms across different channels like mobile and social media. 3. The document also notes that customer experience is proving to increase loyalty, revenue, and lifetime customer value, but that brands often have an incomplete view of their customers.

1. Jeff Walpole

3. Understanding and
embracing the
importance of the
customer’s journey and
experience.
The Customer
Experience
Revolution
Integration /
complexity of
omnichannel
(e.g. Mobile, Social,
Voice, Chat, etc.)
The
Omnichannel
Explosion
Complex rich services
becoming accessible
(e.g. SaaS,
Microservices, AI, etc.)
Automated and
Integrated Cloud
Innovation
Growth and abundance
of Martech solutions
and SaaS products to
attract, convert,
measure, and optimize
marketing goals.
The Rise of
Martech
Digital changes to how
businesses operate,
what they do and how
they deliver value to
customer
Drive for Digital
Transformation
1 2 3 4 5

4. 1

5. Customers want digital
experiences to meet them
where they are and on their
own terms.

6. Predicted to overtake price and
product as by the year 2020.
Source: Aspect Software Study
#1 Priority
CX is proven to
increase customer
loyalty, drive revenue and
boost customer lifetime
value.

7. 2

9. Drupal is just a piece
of the puzzle. The
average enterprise
has 35 systems to
integrate

10. of companies now have a
chief marketing technologist
or equivalent
Source: Gartner’s CMO Spend Survey
80%

11. 3

12. BLOG POST

13. 4
Omni-channel Digital
Experiences Playbook
WHITE PAPER

16. 5
and uncover new monetization opportunities
change associated with the
application of digital technology

18. 81%
37%
vsA recent eConsultancy
report indicated that 81%
of consumer brands
believe they have a holistic
view of their customers.
Conversely, only 37% of
consumers feel that they
are actually understood by
their favorite brands.

19. ●
●
●
●

20. Rackspace Survey

21. Of marketers belive that
the pace of change in
technology
+ marketing will continue
to accelerate.

23. 1. Coordinate content, customer data, and core services to
drive reuse and quality.
2. Unify marketing, commerce, and service processes to
improve practitioner workflows.
3. Deliver contextually and share targeting rules to unify the
experiences on every screen.
4. Share front-end code across digital touchpoints to
manage a common user experience.
5. Link data and analytics to add insight and drive action.
6. Manage code and extensions for maximum reuse while
avoiding over-customization.
Forrester defines the digital
experience platform as,
“Software to manage,
deliver, and optimize
experiences consistently
across every digital
touchpoint,” and that will
address six key themes:
The No Fail Guide to Digital
Customer Experience
Investment
WHITE PAPER

30. CUSTOMER JOURNEY BASED
MARKETING
CAMPAIGN BASED
MARKETING
&

32. Owning the Digital
Patient Experience
WEBINAR

37. WCMS DXP

40. CREATIVE
TECHNOLOGY
Dev
Shops
Design
Shops
Outsourcers
Advertising /
Communications
Agencies Global Digital
Agencies
System Integrators

43. The No Fail Guide to Digital
Customer Experience
Investment
WHITE PAPER

47. Customer Experience (CX):
Digital Customer Experience (DX):
Digital Experience Platform (DXP):
Customer Journey Map: