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The Digital Strategy Sessions

The Digital Strategy Sessions: On-Demand Series

Episode One: The Customer Experience


Customer experiences are important.

Drawing from over three decades of combined experience, digital experts Melanie Poitras and David Aponovich are here to change the way you think about your customer journey and overall digital strategy. In five episodes we'll cover everything from operating model evaluation to employee empowerment.

Your customer experience strategy is critical and determines your company’s success. Crafting the ultimate customer experience can be overwhelming, but we’ll discuss foundational elements to change the way you think.

With our "North Star," customer-centric vision in place, we’ll now learn how to align strategy with teams, current processes and available resources. We’ll establish benchmarks, then measure and optimize outcomes.

Without the right organizational structure and plan in place, you risk deviating from your path toward great customer experiences. Join us to determine which organizational functions should be restructured, or removed, to better align with customer expectations.

It's now time to take a hard look at your web content management solution (WCM) as the foundation for digital success. We’ll talk about this technology and why it’s a requirement for creating, managing and delivering great customer experiences on the channels they’re using.

A digital platform won’t deliver results if the projects and people on it aren’t aligned. Learn how to implement checks and balances and get your internal teams on-board to ensure an amazing customer experience.