Catch up on 2021 Highlights, CMSWire Contributors of the Year



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In 2021, we learned to navigate new restrictions. We have learned to adapt to new software and have also moved to hybrid or virtual workspaces. But nonetheless, we survived 2021. Before we start our brand new business year, let’s see what we thought about during our final week of 2021.

Quick, catch up with me:

  • Top 10 CMSWire Digital Marketing Articles of 2021 Dom Nicastro | December 27. Marketers face the challenge of complying with existing rules for consumer data privacy, navigating new rules expected in 2022, and retaining customer data, all while dealing with factors such as the demise of the tracking third-party cookies. That said, 2021 has left an indelible mark on digital marketers, with many lessons learned.
  • Contributors of the year 2021: Ali Alkhafaji Siobhan Fagan | December 20. “This is how cookies crumble,” Ali Alkhafaji’s first article in 2021 illustrated the unexpected repercussions of third-party cookies. He recounted how targeted ads spoiled a surprise gift for his child. Ali acknowledges that these stories help people learn and understand concepts, but he supports his storytelling with information gleaned during his more than 20 years in the computer industry.
  • Top 10 Articles on CMSWire’s Digital Customer Experience in 2021 Dom Nicastro | December 20. Even amid the economic uncertainty of the pandemic, digital customer experience (DCX) teams have remained ambitious and focused on progress and growth. Of course, challenges such as fragmented systems, technological integration, limited information about customer wishes or journeys, money, internal experience and skills, and cooperation continue to be major concerns for DCX practitioners.
  • CMSWire’s 10 Best Articles on AI in 2021 CX Articles Scott Clark | December 22. Over the past year, Artificial Intelligence (AI) has been a hot topic and has continued to develop into a technology that is transforming the landscape of organizations around the world. AI is already playing an increasingly important role in customer support, product suggestions, personalization, marketing and, of course, the customer experience.
  • Why Shopkeepers Are Thankful This Holiday Season Gabrielle Rodgers | December 20. Marketers have had to deal with countless forces for change in the wake of the COVID-19 outbreak. Marketers remain grateful, whether it’s their marketing team, social media, technology, or their health. Marketers have been through a lot because of the pandemic and they are grateful for the opportunity to celebrate and reflect with their colleagues and family.
  • Financial services customer experience: 3 successes and 3 failures Phil Britt | December 27. CX consumes a significant portion of the expenses of financial services organizations. According to a Microsoft Dynamics 365 survey of insurers, banks, and other financial services organizations, 86% spend 25% or more of their overall budget on customer experience, while nearly half (45%) spend on customer experience. award 50% or more.
  • Contributors of the Year 2021: Lisa Loftis Siobhan Fagan | December 28. Tunnel vision is a condition that impairs a person’s peripheral vision. Lisa Loftis’ peripheral vision is a strength, allowing her to focus on the one thing that matters: the customer, despite the hectic corporate world. Lisa applies this undivided attention to her position as Senior Management Consultant at SAS Best Practices, as well as to her monthly articles, where she writes about the disappearance of cookies, the continuing impact of the pandemic on the experience industry. client, and more.
  • CMSWire’s 10 Best Call Center Articles for 2021 Scott Clark | December 29. Customer service has never been more crucial than it was last year as the buying and buying habits of customers have changed. A company’s call center has become the hub of customer service, and this can mean the difference between a satisfied and loyal customer and a returning one.
  • Top 10 CMSWire Leadership Articles for 2021 David Roe | December 30. While some may argue that the pandemic sparked a shift towards digital transformation, in reality, digital transformation had already started before COVID-19. The pandemic has accelerated the pace of change, putting pressure on organizational leaders to deal with the repercussions. While technology has made remote working possible, it cannot and does not provide a method to deal with the growing number of remote and hybrid working models. This task was delegated to the business leaders, who did not have a well-defined plan to deal with the difficulties associated with the position.

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