The Digital Strategy Sessions | Episode 1: The Customer Experience

Your customer experience strategy is critical and determines your company’s success. Crafting the ultimate customer experience can be overwhelming, but digital experts Melanie and David are here to discuss foundational elements to change the way you think.

Crafting the Customer Experience

In Episode 1 of The Digital Strategy Sessions, we're tackling the three strategic pillars of CX: Creativity, Data and Technology. Start by building your customer experience strategy with every touchpoint in mind, even if your journey to evolution begins with just one channel. Keeping your “North Star” (aka: the big vision) in sight, while making realistic plans to execute along the way is key to getting your team on the right path.

In our first of five episodes, you’ll hear:

  • What defines a customer experience today
  • Why creativity, data and technology are each crucial parts of a great customer experience
  • How to identify your “North Star,” then break it down into what is attainable right now
  • Companies who are doing customer experience right, and how they are separating themselves from the pack

Get ahead of the game: Watch the rest of the series on-demand here.

David Aponovich

Sr. Director, Digital ExperienceAcquia, Inc.

David Aponovich is senior director of digital experience at Acquia, where he helps articulate the business and technical value of Drupal and Acquia solutions. In his role, David champions how organizations, through the power of open source innovation, are creating new revenue streams, lowering costs, digitalizing their business, and engaging audiences more deeply through content, community and commerce. Prior to joining Acquia in 2014, David was a senior analyst at Forrester Research, where he researched web content management and digital experience platforms and consulted to Forrester’s global clients on their web CMS and digital transformation initiatives. Earlier, he spent six years as web content management consultant at Connective DX (formerly ISITE Design), a digital experience agency in Boston and Portland, Oregon, and before ISITE he was director of marketing at WCM vendor Ektron.

Melanie Poitras

Melanie Poitras

Senior Director, Customer Experience & Analyst RelationsAcquia

Melanie Poitras is the senior director of customer experience & analyst relations for Acquia.

She came to Acquia to work in a start-up environment where she could help influence the company strategy.

“What I found was much more. I came to a place that embraced my passion for helping the customer and absolutely encouraged it,” she said.

Poitras spent her first two years on the road, helping customers transform their businesses.

“We have wonderful customers, who I've enjoyed watching grow in their digital maturity and evolution,” she said. “Not only are our customers wonderful, but I've made some amazing friends at Acquia. It's a place that attracts great people who are passionate about their craft and want to continue to grow and learn.”

Crafting the Customer Experience

date

Tuesday, January 10, 2017

time

08:34 PM

duration

30min

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