| Last week was quite a week on the experience front. What is customer experience? Is it just a label we use when we want to talk generally about marketing, sales and service? Is it reducible to the feedback customers give to brands about good and bad interactions? Is it all about post-transaction service and support? Last week I attended two events, one live and one virtual, in which Zendesk and Oracle pretty much simultaneously launched their visions for a fully automated customer service lifecycle. Full automation, of course, is around the corner (or the corner after that), but there were compelling ideas for taking the stress off service rep teams. Then I met with one of the principals at the Qualtrics XM Institute for a more open-ended conversation about experience management; more of that to come. This space is changing at an incredible pace. And by the way, check out our new (and not over-long!) episode of the MarTech.org podcast. Kim Davis
Editor-at-Large | 