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.
Digital Clarity Group Launches a Voice of the Customer Program for Evaluating Service Providers Customer experience management initiatives can be extremely complex or relatively straightforward – ranging from transforming the customer experience and reinventing the strategic business processes that support business initiatives to implementing technologies such as a content management system or digital asset management… read more >
Over the last decade, leading web content management systems have evolved from a standalone application for managing the information on one or more websites to a vital component at the core of most firms’ customer experience management ecosystems. This transition reflects, and is fueled by, the increasing desire of consumers for seamless, holistic experiences across… read more >
As the use, variety, and power of mobile devices has exploded in every corner of the globe, digital marketers dream of using location marketing to reach consumers in the moment, wherever they are – whether walking through a shopping district, killing time in an airport, relaxing after dinner at a restaurant, or weaving through traffic… read more >
Looking for a new technology? Perhaps a new web content management (WCM), or digital asset management (DAM) solution, or a digital marketing platform (DMP) platform? This tool will guide you through an eight-step process to help you select the right fit technology and implementation partner. Simple and easy to follow, DGC’s technology and service provider selection… 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.