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Free Developer Report

2017 Customer Experience Trends: The Year of Operational Excellence

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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Free Developer Report

Innovative Programs for Developers Are Crucial to CEM Success

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 >

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Free Developer Report

A Flurry of Private Equity M&A in Content Management Hits the CEM World

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 >

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Free Developer Report

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 >

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Free Developer Report

The Need for Integrated Customer Experience Management

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 >

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Free Developer Report

Content Management: The Hub for Systems of Engagement

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 >

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Free Developer Report

Trends 2016: The Year of Starting Over With Customer Experience Management

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 >

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Free Developer Report

Partner Your Way to Success in Customer Experience Management

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 >

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Free Developer Report

Service Providers – North America

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.

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Service Providers – Europe

Are you selecting an agency or a systems integrator for your WCM or CEM project? Digital Clarity Group covers 45 service providers in Europe, and provides best practices for Service Provider assessment.

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