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 But in an age of empowered consumers, traditional sources may be inadequate and seem outdated.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 >
Vast amounts of attention, effort, and money have been expended on customer experience management (CEM) over nearly a decade – by vendors, service partners, and practitioners. Yet global consumer surveys show conclusively that most firms are struggling to make or sustain real progress with improved customer experiences. DCG has analyzed several of the reasons firms… read more >
Did you know that selecting the wrong vendor or services partner could put your company at risk of violating customer data privacy regulations? It’s true. The provisions for data protection by design (DPbD) effectively require that controllers and processors – that is, your company – may work only with vendors and service providers with… read more >
A headless content management system (CMS) is a contemporary solution to the inexorable demand for content anywhere and everywhere. Offering a value proposition aligned with this demand, headless systems are now popping to the top of buyer short lists during technology selections. This new report from Digital Clarity Group explains why. A headless CMS features… read more >
Every day, organizations launch one or more customer experience initiatives to speed their firms toward digital transformation, often without fully appreciating that the business culture will invariably morph – with or without guidance – and employees will need to work differently once new projects are completed – with or without effective training. By overlooking… read more >
If customers are king, then understanding the journeys they choose to take with our organizations is highly strategic for sustainable success. But creating multiple journeys without a journey strategy can still deliver disjointed customer experiences. This short-sighted approach guarantees that journey mapping will have a negative rather than positive impact on efforts to improve customer… read more >
An Interview with a Cybersecurity Expert Why must chief marketing officers pay more attention to cybersecurity issues in 2017? Because cybersecurity, customer privacy, and trust are interconnected subjects that should and will soon matter to marketing organizations. What’s more, the topic is quickly moving from “below the radar” to high visibility as multi-national companies prepare… read more >
Digital Transformation Requires a New Approach to Technology Implementation In this paper, Jill Finger Gibson explains why it’s essential to rethink traditional approaches when it comes to customer experience (CX) technology implementations. Organizations must learn to look beyond “go live” to achieve sustainable digital transformation. This new mindset will also put them in a stronger position… read more >
CEOs Will Double Down on Operational Excellence in Customer Experience Management in 2017 Putting the customer first will remain a top priority for CEOs throughout 2017 as senior executives around the globe continue to transform the enterprise from the outside-in and inside-out. How? By delighting customers and delivering exceptional experiences independent of existing and emerging… read more >
In this Insight Brief Jill Finger Gibson takes a look at the trends and shares insights on the state of the art with Contextual Commerce. In it, Jill breaks down the differences between Traditional and Contextual, explores the impact of social, and unpacks the key challenges.
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.