Meet Marci Maddox, our featured Meet the Expert for today. Marci is the Senior Director of Product Marketing for CEM.
What excites you most about the industry right now?
Thinking back to the introduction of the world wide web and the introduction of the “web browser”, few could have imagined the wonders that would come to life – online shopping, social media, video chats or the encyclopedia at our fingertips. We are now entering a new era where big data, augmented reality and machine to machine (or Internet of Things) innovations are going to reshape our daily lives. No longer in this information-rich world is engagement with a customer, employee or partner a one-way street. Every interaction offers an opportunity to connect better, be persuasive or gain insight into a customer’s needs and present a dynamic and personal on-brand experience. For marketers this means increasing awareness and conversion and, ultimately, building those highly-prized references and advocates. For customer care, it is quickly turning a frustrating situation into an opportunity to gain a customer for life. There is an opportunity to leverage information and tools to improve customer lifetime value – not just from a CFO numbers perspective, but for brand loyalty, cross-sell and customer satisfaction.
What does the digital world mean to you?
With the abundance of data at our fingertips today, there are new challenges and new opportunities arising in the world of customer engagement. While legacy enterprise technology is not equipped to deal with this new class of information, there are tools available now that will allow you to turn big data into differentiated, personal customer experiences. We will not get away from printed marketing material or phone support for a while yet. But organizations have this great opportunity in front of them to develop a digital strategy that embraces online self-service and insightful assisted-services that support a continuous end-to-end customer journey.
Are you ready for Nashville and why?
Ready and Excited for Nashville! Not only because I am a native Texan and country music and bar-b-que are as necessary as water and air, but we have our first opportunity to show off the latest in CEM – both the newest acquisition of OpenText TeamSite, OpenText MediaBin, OpenText Qfiniti and OpenText Explore but also the enhanced Experience Suite release 16 products.
Why is this going to be the best Enterprise World yet?
This year’s Enterprise World takes a different approach to helping our customers hear about the best practices and gain new ideas on how to use the products they own and complementary products that can further enhance their daily life. There are many more technical how-to sessions for practitioners and developers, plus with the extra track sessions, we can take a deep dive approach into the art of the possible.
What will customers learn about your product area at the event?
Customers, partners and other attendees will take away ideas and best practices to immediately put into action and an understanding of our strategic roadmap to help them plan their next digital transformation project.
What will you be showcasing/ demonstrating?
We are excited to once again have our Experience Theater that showcases an end-to-end experience digital content creation to publication story. We will also have sessions to learn more about the OpenText TeamSite, OpenText MediaBin and OpenText Qfiniti products and theater talks on various CEM topics. Experience Suite release 16 showcases the newly introduced Communications Center and Experience Analytics, to Adaptive Media for business applications and easier web site creation and publication- there is something interesting for everyone to see.
What are the must see sessions on your product area?
So hard to narrow down, but the top ones would be:
- CEM-100 CEM Strategy & Product Direction: Designing a Continuous Digital Customer Experience
- CEM-104 Use testing and personalization to turn digital customer experiences into profit and loyalty
- CEM-204 Enhance OT Experience Analytics with Custom Insights
- CEM-215 Mining Customer Interactions for Marketing Insights
And, finally, what is your favorite country song?
There are so many great ones out there, but if there is one song that my daughter and I turn up the volume, roll down the car windows and belt out singing as loudly as we can time and time again, is Tim McGraw’s “Live Like You Were Dying”. Embrace life and do not be afraid to try new things.
Thanks Marci. To hear from all our OpenText Experts, don’t forget to register for Enterprise World .