Five Critical Customer-Experience Management Capabilities for 2014

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Marketing campaigns: Improve ROI throughout the customer journey

CIOs are no longer just responsible for keeping the lights on in the IT department; they are major players in propelling the business forward. For both the marketer and the CIO, the focus on campaigns is crucial in improving the opportunity for increased revenue throughout the buyer journey. Customers must be met with highly targeted, consistent and personalized messaging, regardless of the channel. For this to happen, it requires not only seamless integration, but also data capture in "real time."

As the number of interactions and touch points with customers continues to increase, from mobile to social to digital channels, the customer experience process has become extremely complicated – and unfortunately, the technology is left fragmented.

To streamline the process and strategy, CIOs should ensure they have resources in five key areas: Web content management, marketing campaign automation, ecommerce optimization, documentation and language/localization. Each provides unique benefits to enterprises – and ultimately – the consumer itself.

In this slideshow, SDL's Howard Beader walks through the five customer experience capabilities that CIOs and CTOs should ensure they are prepared for in 2014.


Related Topics : SharePoint, Web Video and Voice Conferencing, UK, MySpace, Intranets

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