Juliana Holterhaus
Author Bio
Articles attributed to Juliana Holterhaus
Maturing your Experience Management program
Your Experience Management (XM) program has the potential to transform the way you do business. Learn how to mature your program, expand your capabilities, and increase the economic and strategic valu...
By Isabelle Zdatny, Juliana Holterhaus
Customer experience optimization: How to build journey-centric CX
Improving the customer experience is a multifaceted process – and one that’s ongoing in nature. So how do you go about making moves in the right direction in an era when customer expectations are...
By Adam Bunker, Juliana Holterhaus
The Five Levels of Technology Maturity for XM Programs
This is the third article in XM Institute’s series on XM Technology. In the first article, Introducing the Four Technology Pillars of an Effective XM Platform, we outlined the critical role an Ex...
By Cecelia Herbert, Isabelle Zdatny, Juliana Holterhaus
The Technological Capabilities that Power an XM Platform
This is the second article in XM Institute’s series on XM Technology. In the first article, Introducing the Four Technology Pillars of an Effective XM Platform, we explored how Experience Managem...
By Cecelia Herbert, Isabelle Zdatny, Juliana Holterhaus
The Path to Building a Modern Digital CX Program
Digital CX is Integral to Business Success In today’s world, every single business is a “digital business.” In the wake of the pandemic, we’ve moved beyond the Digital Transformation Era and ...
By Bruce Temkin, Isabelle Zdatny, Juliana Holterhaus
Five Application Areas for Digital Experience Management
Customers and employees today increasingly prefer to engage with organizations through their digital channels, making Digital XM an essential part of any Experience Management (XM) effort. Through our...
By Isabelle Zdatny, Juliana Holterhaus
Tapping Into Five Types of Digital X-Data Collection Mechanisms
Digital interactions are the backbone of people’s relationships with many organizations. Whether it’s through a website, mobile app, social channel, or company portal, these channels are often the...
By Isabelle Zdatny, Juliana Holterhaus
Four XM Practices for Digitizing the Employee Experience
The COVID-19 pandemic has accelerated many organizations’ plans to digitize key experiences and there is clearly demand among customers. Naturally, this is influencing the expectations and experienc...
By Benjamin Granger, Juliana Holterhaus
Five XM Practices for Accelerating Your Digital Transformation
As companies across industries face unique challenges from the pandemic, there’s a common theme in their response: embrace digital. In this rapidly changing environment, just about every organizati...
By Juliana Holterhaus
How to humanize customer experience
To avoid falling behind your competitors in the fast-moving experience economy, it’s critical you are able to humanize your customer experience (CX). The rise of e-commerce, social media, and mob...
By Juliana Holterhaus