Customer Stories: how CX is the driver of decoupled

Customer experience (CX) is the driving force behind successful decoupled content and commerce strategies. In this session, we explore how businesses can leverage design systems, content reuse, and personalization to create seamless customer experiences across diverse channels while aligning with business goals. Through real-world case studies from leading brands like TELUS, Atlassian, UTI, Pampers, TaxFix, Vystar Credit Union, and REI, attendees will gain actionable insights into decomposing business objectives into customer-centric experiences.

We will delve into the foundational principles of decoupled systems design—breaking down experiences into reusable components and content objects that enhance portability and scalability. Attendees will learn how these approaches enable organizations to meet customer needs while achieving operational efficiency.

By the end of the session, participants will have a clear understanding of how to align business strategies with CX-driven design in decoupled architectures. They will leave equipped with practical examples and frameworks to implement in their own organizations, ensuring their headless CMS solutions deliver value across all customer touch-points.