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Conference Heats Up Discussion of Customer Experiences

The warmth of Miami after a LONG winter has helped fuel the energy of the Demandware XChange Conference, but that’s certainly not the only factor. This highly engaged group is striving to keep up with the ever increasing expectations of online shoppers.

Innovation abounds in commerce, as brands work tirelessly to build loyalty and engagement through their digital channels. This challenge will continue to fuel innovation, increase the speed of commerce and drive the need for new, engaging, informed shopping experiences.

For Forrester’s Harley Manning, retailers are the elite athletes who are setting new standards for great customer experiences. Being a leading brand in commerce takes a commitment of an elite athlete as well; do the work, Manning challenged those in attendance during his morning keynote, or watch your competitors pass you by.

As a new partner to Demandware, this is my first time attending Xchange; it’s a high energy and diverse event. I’ve been impressed by the growth demonstrated across the conference itself, the growth of Demandware’s business and most importantly, the growth they’ve helped deliver to their retailer’s commerce businesses. The diversity is driven by the variety of retailers, Demandware perspectives and innovative mix of partners and technologies represented. Demandware’s “open” approach has enabled this community; there’s great opportunity and potential to add the innovation and power of a full open source community to the mix.

There’s a sense of urgency, too, about the task at hand, as best-selling author Malcolm Gladwell noted in his keynote yesterday. Those who are willing to work out of the box, or as he put it, to be more disagreeable, may be in best position to win the day.

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