CMSWire to Hold Tweet Jam on Customer Experience #CXMChat

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Twitter-based Discussion Will Uncover Customer Experience Management Lessons Learned in 2011 and Strategic Focus Points for 2012

CMSWire.com, a web magazine focused on customer experience management, social business and information management, is holding a Twitter-based gathering, known as a "Tweet Jam", to discuss customer experience management (CXM) in 2012.

CXM is a concept that means different things to different people. What is generally agreed upon is that online customer experience optimization is critical for modern business success. With that in mind, CMSWire's Tweet Jam panelists will take a close look at what was learned from 2011 CXM efforts, what tools and strategies are proving most effective, and what areas are the top customer experience opportunities in 2012.

Join the Tweet Jam this Thursday January 19th at 10am PT / 1pm ET / 18:00 GMT as the CMSWire editors and panelists welcome the broader CMSWire community to spend an hour discussing customer experience management.

These questions will shape the dialog:

1. How are participants defining CXM today? For example, should one differentiate WCM/WEM from CXM or do they fit nicely?                
2. What tool/strategy is the spearhead of your CXM strategy?                
3. Who should ultimately own/drive the customer experience?                
4. What is the most important CXM lesson learned in 2011?                
5. What is the CXM opportunity in 2012?                

All experience levels are welcome to join in.

The CMSWire team has assembled a group of expert panelists who will be sharing their field experiences. Panelists include Julie Hunt (Julie Hunt Consulting), Scott Liewehr (Gilbane/Outsell, Inc.), Hyoun Park (Aberdeen Group), Darren Guarnaccia (Sitecore), Tom Wentworth (Ektron), Doug Heise (CoreMedia), Loni Stark (Adobe), Peter Iuvara (MindShift), Rob McCarthy (GOSS), Ian Truscott (SDL), David Hillis (Ingeniux), Tjeerd D. Brenninkmeijer (Hippo).

Participants may tweet their questions and responses throughout the Tweet Jam. By including the #CXMChat hashtag in all tweets, the messages will automatically become part of the discussion flow, and will be included in CMSWire’s follow-up coverage of the event.

Tweet Jam Participation Guidance
Twitter is a highly flexible medium. In order to keep the discussion useful to all, participants should follow these guidelines:

  • Introduce yourself with your first #CXMChat tweet. Include your name, job title and organization you work for.
  • Subsequent tweets must start with the question number you are responding to and the #CXMChat hashtag. For example, "@bigbird Q5 Sentiment analysis is having an impact all over Sesame St #CXMChat"
  • Please don't pitch your products or services; stay knowledge focused
  • Keep the discussion professional, but informal
  • Remember that this is a public chat -- be thoughtful

NOTE: This event has been rescheduled from its original January 18th date to January 19th, due to the SOPA vote in the U.S. Congress and related Internet-based political actions expected on January 18th.

About CMSWire
The CMSWire.com web magazine, published by Simpler Media Group, Inc., focuses on customer experience management, social business and information management practices and tools. The publication was founded in 2003 and currently has more than 250,000 monthly readers.

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Barb Mosher
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