The CX Trinity

Customers, Content, and Context: Musings and Observations on the Evolving Customer Experience

Alan J. Porter, Douglas Potter

• Editorial: XML Press
• Año: 2021
• ISBN:
  9781937434755
• Categoría: Informatica
• Categoría: Sistemi di gestione dei contenuti (CMS)

Welcome to the CX Trinity, a look at how we talk to customers, the content we provide to them, and the contexts in which they consume it. CX is an abbreviation for customer experience and is often used as a hashtag in social media.

Trinity comes from the belief that any good customer experience is driven by a combination of three critical elements:

• Meeting the customer's needs
• Delivering the right content to help the customer
• Understanding the context of where, when, and how the customer interacts with you

These observations are pulled together from 52 essays that originally appeared as blog posts on Alan's Content Pool blog, LinkedIn, and the CMS Wire website. They reflect Alan's years of experience writing, designing, and managing content for both large and small organizations. These essays have been collected, updated, and edited for this volume.