Mark Demeny

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Customer Experience

WCM/DXP 2021 predictions (Part 3 of my 2020 review)

Last time around in my 2020 predictions, I did reasonably well, so I’m going to be a little bolder in my 2021 set. To be clear, I think some of these may be a little too early (i.e. ad network consent as a feature, SPAC exit, etc.) but here goes. Read more…

By Mark, 2 yearsDecember 31, 2020 ago
Zion National Park
Customer Experience

2020 Year in Review (Part 2 – missed trends)

This is Part 2, where I cover some of the trends that I missed in 2020. Part 1 is here and is reviewing some of my 2020 predictions. Part 3 will cover predictions for 2021. Front-end-as-a-service One of the big trends that I missed, is the emergence and growth of Read more…

By Mark, 2 yearsDecember 29, 2020 ago
Church interior
Customer Data Platforms

2020 Year in review (Part 1)

Clearly, 2020 has been a year unlike any other (at least in my working lifetime). Interestingly, while the “real world” has been turned upside down by the covid-19 pandemic, much of the marketing technology landscape remains either unchanged, or accelerated. Let’s start by looking back… 2020 predictions revisited In September Read more…

By Mark, 2 yearsNovember 30, 2020 ago
Customer Experience

Accounting For Customer Experience

Note: This blog entry originally appeared as a guest post for Boye & Co. – a group for industry experts to exchange opinions and experiences. As noted, it is a continuation of a previous post – which you may want to read first. What’s really the value of content? And Read more…

By Mark, 2 yearsNovember 12, 2020 ago
Customer Experience

Why Are Most Organizations Stuck Solving The Same Content Problems As 20 Years Ago?

Note: This blog entry originally appeared as a guest post for Boye & Co. – a group for industry experts to exchange opinions and experiences. It was a lot of fun to collaborate with Janus on getting the topic nailed down and nicely defined. Reading one of the last columns Read more…

By Mark, 2 yearsAugust 30, 2020 ago
An empty street in Italy
Customer Experience

Customer experience in the age of COVID-19

As of this writing on March 19th, large portions of the world are in lockdown or in the process of moving to that state. It is an extremely sad reality that many tourism, hospitality, and services companies and entire industries could potentially be (save massive government intervention) completely wiped out. Read more…

By Mark, 3 yearsMarch 23, 2020 ago
Customer Experience

Is the hype around personalization dead?

Personalization has always been one of the major talking points in Web Content Management – with an ever escalating arms race between vendors who have put massive investment in making personalization more complex, more powerful, more rules, simpler, faster, better informed, “now with even more customer data!”, etc. etc. It Read more…

By Mark, 3 yearsFebruary 18, 2020 ago
Customer Experience

Customer Experience and “Customer Experience Platforms” – making it actually work

About a month or so back, I wrote a fairly popular essay on customer experience and the central role that empathy plays. I also said these platforms (and any martech stack) have the potential to help transform customer experience, but that many of the tools enabled by these suites are Read more…

By Mark, 3 yearsNovember 25, 2019 ago
Customer Experience

The difference between “Customer Experience” and actual Customer Experience

Each and every day, my Twitter feed is filled with references to “Customer Experience” to the point that the term has somewhat lost all meaning. Articles like “Why Focus On Customer Experience? Here’s Why.” appear daily and many of them reference much of the same underlying data that show ” Read more…

By Mark, 3 yearsOctober 18, 2019 ago
Contact
mdemeny@gmail.com

All blog photos are taken by myself and posted to my Flickr stream.https://www.thehomexpert.net/

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