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 >
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As many companies have already learned the hard way, training programs that grow, enhance, and rebuild their developers’ skills are crucial for long-term success in customer experience management (CEM) initiatives. Enterprises can address these issues by implementing innovative programs that train inexperienced developers and reskill more seasoned developers in the deployment of new CEM technologies…. read more >
The CEM (customer experience management) world has experienced a number of content management system (CMS) mergers and acquisitions, with whispers of others on the way. The acquisitions of Sitecore, Episerver, and Ektron by private equity firms are the most prominent recent examples. This activity will only increase over the next year or two, and the… read more >
Digital Transformation in Higher Education: How Content Management Technologies and Practices Are Evolving in the Era of Experience Management
The forces of digital disruption are radically altering how customers access and consume information, communicate and socialize, and shop and purchase. Connected devices, social networks, cloud services, and other innovations have essentially inverted traditional relationships between buyers and sellers, customers and brands – including students and schools. In this study Digital Clarity Group explores how… read more >
For nearly a decade, brands, vendors, and service providers alike have sworn allegiance to the goal of improving customer experiences in order to attract and retain increasingly empowered and fickle consumers. And yet, major international surveys recently found that consumers are less satisfied with the experiences they are offered. Despite all of the effort and… read more >
Much research points to the failure of first-generation customer experience management (CEM). DCG believes that there are several interrelated factors at work, including senior management that proclaim the strategic importance of CX but do not back it up with adequate budgets or resources, as well as their tendency to treat customer experience management as a… read more >
Connie Moore’s important analysis sets the stage for rethinking – and restarting – customer experience management practices and initiatives in 2016. In spite of much hard work and significant investment over the past decade, many companies are struggling with their customer experience management (CEM) initiatives. Executives admit that they see gaps between their vision and… read more >
Software enabling customer experience management (CEM) is in high demand as businesses of all sizes, locations, and industries push to adopt commerce, customer analytics, customer relationship management (CRM) suites, marketing automation, and omnichannel customer experience (CX) tools to support their CEM initiatives. Potential buyers are easily overwhelmed when embarking on the CX path because they… read more >
Are you selecting an agency or a systems integrator for your WCM or CEM project? Digital Clarity Group covers 47 leading service providers in North America, and provides best practices for Service Provider assessment.
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.