Content and Commerce in Context

I have to confess that I don't geek out over technology. When a new piece of tech comes onto the scene, it is not those first trade show demonstrations that I find the most exciting. It's when I see it becoming a useful and common part of people's lives, enabling them to do things they couldn't do before. So when I recently had the chance to try out a virtual reality (VR) headset, I approached it with skepticism.
It's like replacing the pipes while the water is still running," said a CIO of a national utility company at a tech conference I attended not long ago. He was referring to the process of managing a complex technology project at his organization, in which he had to balance keeping existing business processes running while making major technology infrastructure changes.
Engaging with customers in their language is essential to delivering great experiences. Language is more than just using the right words. It also involves crafting all content that touches the customer in such a way that it demonstrates empathy and understanding.
- Posted Apr 04, 2017