Customer experience - fantasy or achievable dream?

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Is customer experience a fantasy, or an achievable goal? At Argyle's Digital Marketing Leadership event in Boston, Jon pushed his skeptical view on customer experience with CX expert Howard Beader of SDL. Jon and Howard kick around the lessons (and poll results) from the marketers/CMOs in attendance, and talk about how data fits into the customer experience challenge. Jon also pushes the issue of the difficult marketing-IT relationship and Beader shares his own view on the role of IT as marketing shifts to cloud

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About this podcast
By Jon Reed
In this semi-regular video and podcast series, Jon Reed of diginomica.com talks enterprise media with folks who are dismantling tired ideas about PR and marketing with fresh approaches and kickass content. Informal talks hit on the creative use of media to earn attention and authority, and navigating the perils of disclosure and virality. Guests have been known to put Jon in the hot seat also. Some episodes are not completely safe for work, especially if the topic of Klout is brought up. Social networks are not the focus of this podcast series - creating effective media is. But some discussions of social networks, and how not to screw up the use of these tools, is unavoidable.
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