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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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Free Developer Report

Ten Core Competencies for Customer Experience Management

In the last few years, customer experience management (CEM) has evolved from being a topic mostly used among marketers to occupying center stage in strategy discussions among C-suite executives.  As customer experience initiatives move from strategy to execution, they require the participation of a range of practitioners. These practitioners include individuals in IT, administration, and… read more >

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Free Developer Report

Connecting Content Marketing Experiences: Three Keys to More Connected and Aligned Technology and Marketing Agendas

It’s getting tough out there. Consumers are more widely connected than ever, across a rapidly increasing number of devices.  Various research studies indicate that, in response, marketers are giving top priority to delivering data-driven, relevant content experiences across new and existing digital channels. But for most enterprises, simply prioritizing an initiative doesn’t guarantee it will actually happen. Organizational… read more >

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Free Developer Report

Optimizing High-Value Customer Journeys: The Case of Banking

Given a choice, would you rather go to the dentist, or listen to what your bank has to say? In an exhaustive study of 10,000 millennials in the U.S. (defined as those born between 1981 and 2000), Viacom Media Group found that seven out of ten respondents preferred a session in the dentist’s chair. Banks… read more >

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Free Developer Report

Customer Experience Leadership Trends, 2015-2018

Digital Disruption Forces Change, 2015 And Beyond. In 2014 many of the significant business technology trends were gradual and predictable — like the continued growth of cloud, analytics and big data, and the consumerization of IT. Other trends, such as the internet of things, seized everyone’s imagination (if not their wallets) while previous darlings from… read more >

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toolkit

Stakeholder Analysis for Project Participation, Workshop, and Interview Planning

Stakeholder Analysis spreadsheet is a tool that can help simplify and add clarity to understanding project participants. The spreadsheet captures: Who they are: name, title, work location. How they are impacted and/or will impact the project: their interest in the effort, their area of expertise, their relevant history – are they an advocate or someone… read more >

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Free Developer Report

The Three Graces of the Digital Experience: Redefining the Three Strategic Attributes of Designing, Managing, and Delivering Digital Experiences

Fifteen years ago, world-renowned marketing professor Philip Kotler published Kotler on Marketing. He concluded the book with a section called “Transformational Marketing,” in which he discussed how the “new age of electronic marketing” would change the field. He predicted a fundamental rethinking of the ways that marketers identify, communicate, and deliver value to customers. As Robert Rose points out in… read more >

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Free Developer Report

The New Role for Documentation in the Era of Customer Experience Management

Virtually overnight, consumers empowered by mobile devices, social platforms, and ubiquitous connectivity have forced organizations of all types to come to terms with customer experience management (CEM). Customer experiences are usually multi-event and multichannel, and they typically involve multiple departments or teams. Successful CEM, therefore, requires organizations to abandon the traditional “touchpoint” approach to managing and measuring customer… read more >

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Free Developer Report

Cross-Border E-Commerce: A Maturity Roadmap and Partner Selection Guide

Getting the customer experience right for crossborder e-commerce is the next challenge for retailers. How the customers engage with the retailer — if they can do it via an elegant and user-friendly web interface, conduct transactions in their own language, pay the way they want to, and get the goods they want in compliance with… read more >

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Free Developer Report

Marketers Feel the Need for Speed: The Path to Customer Experience Excellence Begins with Agility on the Web

In the customer-centric era, success will come to those who can truly put the customer — not tools or technologies — at the center of everything they do. Organizations should carefully evaluate how they can help marketers optimize the core web channel and remove barriers to success, such as time-consuming implementations, long delays to launch… read more >

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