14 noviembre 2014

Are You Really Ready for Customer Experience?

During a presentation at Sitecore Symposium 2014, Petersen reviewed the marketing automation company's Customer Experience Maturity Model. Its stages are initiate, radiate, align (the “attract” phase of the customer lifecycle); optimze, nurture (the “convert” phase); engage, lifetime customers (the “advocate” phase). “We've found that 85.4% of companies are in first two stages,” said Petersen, global director, business optimization services, at Sitecore. “Strategic value increases as you move further along the model. If you're in those first two stages, how do you get started?”