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The five top trends in customer experience management in 2018 and beyond

  In 2018, digital disruption will continue unabated, unsettling organizations that have already started down a digital transformation path. Why? Because recasting enterprises into a truly customer-driven culture is a very complex, challenging and slow process—requiring lots of executive time and resources, a deep insight into customer journeys, and a strong focus on organizational change… read more >

Top 10 Trends in BPM for 2018 and beyond

If you are seeking the latest best practices and implementation trends in business process management (BPM), you should look at the recent winners of the Workflow Management Coalition (WfMC) BPM Excellence Awards, described below, for a forward perspective. These winners, announced in December 2017, exemplify successful deployments around the world while also showcasing many of… read more >

Retailers turn to customer journey strategies for business transformation

Ever since the Web burst onto the scene in the early 1990s, with Amazon close on its heels in 1994, retailers have tried – and too many times failed – to staunch their declines in revenues and bottom lines. Fighting back trends ranging from stagnation to perilous decline, retailers have tested and launched a plethora… read more >

Don’t miss out on robotic process automation

If you are like me, you’ve probably wondered what is so sizzling hot about robotic process automation. After all, two of its main selling points are 1) the ability for business users to write their own automation scripts (we’ve seen this before with Lotus Notes applications) and 2) providing a tool to automate manual activities…. read more >

5 Questions For Your Content and Commerce Implementation Partner

In their quest to improve the experiences they deliver to their customers and under pressure to move more business online, companies are increasingly looking at upgrading or replacing their existing web content management systems (WCMs) and their ecommerce systems at the same time. Due to the complexity of adding just one business-critical platform, let alone two, this… read more >

Want to make your intranet great (again)? Get rid of the FUD

FUD fəd/ noun; fear, uncertainty, and doubt, usually evoked intentionally in order to put a competitor at a disadvantage. In the case of intranets, it is often an organically generated feeling articulated as “here we go again” when the internal communications start talking about the “new and improved” intranet. Intranet Principles Most of us who have worked… read more >


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Digital Clarity Group is an analyst and consulting firm focused on the content, technologies, and practices that drive world-class customer experience. Global organizations depend on DCG's insight, reports, and consulting services to help them turn digital disruption into digital advantage.
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