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Can SAP’s new C4/HANA suite lead the digital experience revolution?

After attending the SAPPHIRE conference in Orlando this week, I leave feeling slightly puzzled, but also slightly bullish on SAP’s future in digital experience (DX). Given it is SAP’s flagship conference, SAPPHIRE covers a wide range of technology topics. And, while meaningful to me, DX is hardly the primary topic on most attendees’ minds given… read more >

DIY Guide to Technology Selection

Organizations, of all sizes, are faced with an increasingly complex and growing landscape of technologies to choose from. Today’s industry-leading marketing and customer experience management solutions offer far more functionality than ever before. This expanded breadth of capabilities, along with the need for many of the tools in place to work (integrate) with other applications,… read more >

DCG research answers your burning questions about digital experience platforms

Who and what is driving investment in digital experience platforms (DXPs)? What approaches are companies taking to their DXPs — going with a single vendor’s end-to-end suite, or assembling their DXPs with best-in-class components from multiple vendors? Why take one approach over the other? And just what is digital experience platform, anyway? What capabilities comprise… read more >

Bringing data and process together at Bank of the West

I just attended an interview at Appian World that’s particularly relevant to organizations focused on bringing process and data together for business transformation. The speaker was Martin Resch, Executive Vice President at Bank of the West. Michael Heffner, Global Financial Services & Insurance Industry lead at Appian, was the interviewer. The bank’s transformation journey started… read more >

“Not-so-great” customer experience (or, when the back office lets you down)

Not too long ago, I posted a blog entry about how Briova used a simple but high-impact approach to provide a great customer experience.  Here’s the post:  Delighting customers doesn’t always require a huge investment and massive effort. The customer was me, and here’s what I liked:     I just talked with Briova yesterday,… read more >

B2B Marketers and Content Management: New Research on What’s Working and What’s Not

For marketers, content management systems are the workhorses of customer experience and digital engagement. The need to fill and refill the content pipeline, to track and measure, and to deliver effectively is inexorable. Content is created, stored, and managed in multiple formats and systems, including web content, product information, customer information, and digital assets. Marketers… read more >


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Digital Clarity Group is a research and advisory firm that helps organizations deliver world class customer experience through high-performance partnerships with best-fit technology vendors and digital partners.
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