Last week, I posted my prediction that 2022 will be The Year of Data Integration.
So this week, as we prepare to tie a bow on 2021, I want to draw your attention to a handful of posts from earlier this year by Heart of the Customer CTO Shawn Phillips.
They offer insights on CX technology (current state and what’s to come) and provide background and context for my prediction.
So in case you missed it (ICYMI)…
This post was actually published just before the new year, on December 20, 2020, but I’m bending the rules to include it because it provides such a valuable overview of the CX tech stack.
Learn how these foundational tools can help you engage leadership, and monitor and prove the impact of your initiatives. (I’ve also posted my thoughts on the importance of dashboards for CX success.)
A living journey map empowers you to continually optimize your customer’s experience. But how do you go about creating one? Shawn lays it out for you.
The urgency to invest in journey analytics and orchestration technology has been building for some time, but recent developments have intensified the need. Shawn explains why.
Next week, I close out 2021 by spotlighting the best posts we published this year about what is always our primary goal (and should be yours!): Driving impact.