If so, DCG has two webinar resources that will help you and your fellow stakeholders get started. The shift from inside-out to outside-in approaches to customer experience management (CEM) is fueling interest in journey strategies and the practice of journey mapping. Enabling the journey that the customer wants to take is the key to attracting,… read more >
Key takeaways from a panel of senior executives who recently gathered to discuss marketing in the era of accelerating technological change.
Focusing on operational excellence in customer experience is a key trend for 2017. It’s also a strategic way to change the culture of organizations that have committed to customer experience (CX) transformation even though mid-managers and employees have not fully embraced a new mindset and changed their behaviors. Many companies spend massive amounts of money… read more >
In my last post, I identified a strategic focus on operational excellence that will drive business leaders responsible for business transformation and customer experience (CX) management in 2017. Business leaders want to move beyond experimentation with emerging technologies. And they definitely want to end budget-blowing overruns on large scale projects, like omnichannel, which can cost… read more >
January is that time of the year when business and technology trends start surfacing fast and furious from think tanks, research firms, journalists, and independent consultants. This year is no exception—pundits have plenty to say about trends for hot technologies, such as the internet of things (IoT), virtual reality, cognitive computing, conversational robots, just to… read more >
Welcome to Just Clarity, a periodic podcast about Digital. Just Clarity is produced by the team at Digital Clarity Group. We help leaders transform the experience they deliver to customers, prospects, and their employees through the effective selection, integration, and adoption of customer experience management technology. Learn more at digitalclaritygroup.com Cathy McKnight (CMc): In this… read more >
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