Organizations typically invest a great deal of time and effort selecting the right technology but very little selecting the right partner for implementation. In our experience, this is a huge mistake. Based on the early trends emerging from our recent research on the subject, it is one of the core reasons why so many… read more >
Despite its name, the General Data Protection Regulation (GDPR) is not something that will be taken care of by the lawyers in the compliance department and the data security pros in IT. The GDPR – which takes effect May 25, 2018, and applies to every company that touches the personal data of people who live… read more >
In this report, Connie Moore looks at why business needs for DAM (digital asset management), as both technology and practice, are exploding within organizations of all sizes, driven by the seemingly unlimited marketing dependency on and consumer demand for rich media. In today’s digital world, it is no longer sufficient to master text. Customers, prospects,… read more >
In this report, Connie Moore offers insights into customer journey strategies and journey mapping practices that enable retail marketers to better engage and delight customers. By understanding and organizing around the shopper’s journey, retailers make direct connections between their brand and individual customers. Customer journeys put the customer’s lens on the brand’s products, stores, e-commerce… read more >
Robotic process automation (RPA), also known as intelligent automation or robotics, is getting significant attention from business and technology executives as companies seek big jumps in productivity by deploying tools powered by artificial intelligence (AI). At operational excellence, business process management (BPM), and AI conferences, sessions about robotics implementations, best practices, and case studies are… read more >
In this report, Connie Moore offers unique insights into customer journey strategies and journey mapping practices that can be leveraged for better customer experience in the pharma sector. Marketing is already challenging for pharma companies. Pharma continues to spend the lion’s share of its marketing dollars to reach patients via broadcast advertising and print. Direct-to-consumer… read more >
Data is the currency of today’s increasingly digital economy — the coin of the digital realm. Data reveals consumers’ needs and desires and makes it easier for brands to more quickly respond with the appropriate message, offer, or product. When data is currency, it seems to follow that firms should collect as much of it as… read more >
A Guide to Getting it Right with Digital Asset Management Metadata You may be thinking: We have gotten this far without paying attention to metadata; is it really that important? The answer is an emphatic yes! Without a metadata schema and strategy specifically designed and implemented for your organization the risk of mistakes due to… read more >
A Guide to Getting it Right with Digital Asset Management Workflows Successful planning, implementation, and communication around workflow configuration will make or break the adoption of a new Digital Asset Management system. Created by Cathy McKnight, this Guide is for all team members involved in the process of digital asset management (DAM). Whether you are… read more >
Contact center and VOC (Voice Of the Customer) leaders are on a permanent quest for customer feedback, typically from email and phone surveys. But in an age of empowered consumers, traditional sources may be inadequate and seem outdated. Today’s leaders not only need to gather effective, quantitative inputs by asking customers for feedback, but also… read more >
CEM is an imperative because you're either competing with superior customer experiences -- or you're not even part of the game.
Tim Walters, Ph.D.,
The CEM Imperative.