Ask The Expert: Tim Walters talks about customer experience management and its role within GDPR
m Walters is a principal strategist and the privacy lead at The Content Advisory, as well as a contributing analyst for the Content Marketing Institute. He aims to help both enterprises and solution providers come to terms with customer experience management (CXM).
In this podcast, Tim helps to explain the biggest mistakes businesses are making in Customer Relationships. Also, how CXM is settling down with GDPR and how GDPR has affected Digital Marketings honesty.
“EVERY MAJOR CONSUMER SURVERY THAT I'M FAMILIAR WITH SINCE AT LEAST 2013 HAS SHOWN THAT CUSTOMERS (THAT IS BUYERS, FOR THIS INCLUDES B2C AND B2B) ARE TYPICALLY EVER LESS SATISFIED WITH THE EXPERIENCES THEY ARE OFFERED.”
“I WANT TO EMPHASIZE THAT WHEN COMPANIES REDESIDGN AND REDEPLOY THESE RENEWED, LETS CALL THEM “PROPER” GDPR-COMPLAINT CONSENT REQUESTS. IT SEEMS VERY CERTAIN TO ME, AND MANY OTHERS, THAT THE RESULT WILL BE FEWER POSITIVE AGREEMENTS TO CONSENT”
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