I'm off to California in mid-June for my company's annual conference on Innovation. This year's SDL theme is all about 'Global Customer Experience Management.' I really like this term because I think it describes a concept that existed but wasn't easily described in the business literature. Instead people probably used terms such as global operations, global marketing operations, international marketing, or global branding, depending in which department they resided, be that technology or marketing.
I've been writing a number of blog posts around the conference, and you can follow all of the customer experience blog posts on the SDL blog. I'm also hosting a tweet-up at the Fairmont Hotel, the conference hotel on Wednesday night, the 12th of June. So if you are around ping me and we can meet for the conference or at the tweet-up.