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Beware of the flaw of averages

Nonsensical: the latest Digital Experience Platform Wave from Forrester

When the large technology research firms produce foolhardy reports, our response is typically an eye-roll – Ho hum, there they go again. But, while mostly futile, those vendor plot graphs generate a lot of revenue, so we understand that they have to churn them out regularly to keep the business afloat, and thus, the resulting reports can’t all be… read more >

SPA-1

Single Page Applications – Why they make sense

Like any industry, there are trends and hot topics in the world of MarTech and content management. One of content management’s current hot topics is the single page application or SPA … because is it really thing in technology if it doesn’t have an acronym? A single page application, in the simplist of definition, is when a… read more >

A partnership between customer experience and operational excellence is emerging

Customer Experience and Operational Excellence join forces for digital transformation

In early 2017, we declared that operational excellence (BPM) practitioners and customer experience (CX) experts would join forces this year to transform the business, starting from initial customer interactions and then going all the way through to back office operations that support those customer interactions. It was a powerful statement, especially since the project teams… read more >

Marketing executives: get prepared for digital security breaches

Here’s a question: is your firm (and the marketing organization in particular) prepared for the hours, days, and weeks following a major breach in your organization’s security perimeter from an external or internal attack? If the answer is no, or maybe, you are in good company. Like ostriches with their heads in the sand, the… read more >

Digital Clarity Group

Agencies and consultancies: not a turf war

Ever since traditional management consultancies and systems integrators (SIs) started buying and building digital practices a few years ago, and media holding companies similarly have stepped up the pace of buying independent agencies and consolidating them, there has been a lot of discussion in the industry around which types of firm will ultimately win in the… read more >

Walking a tightrope without realizing the risk

Equifax’s egregious response to a hacking breach–it’s past time to take precautions

Well, it’s happened again. We should be used to it by now, but it’s still shocking. Here’s yet another massive cybersecurity breach by criminals who made off with social security numbers, birthdays, addresses, and in some instances, driver’s license numbers and credit card numbers. (See this NBC News report for more details.) This time the… read more >

May25

Will you be a GDPR hero — or a GDPR victim?

Choosing the wrong systems and partners always has negative business impact. The risks associated with poor choices are now even higher for organizations that market goods and services to European residents or track their behaviors – that is, for those that must comply with General Data Protection Regulation (GDPR) in just 253 calendar days. By… read more >

DCG Phram Customer Journey map

Customer Journey Maps: A path to innovation and increased profits

“What is a customer journey map?” would seem to be a fairly self-explanatory question. A customer journey map is a diagram/infographic/flowchart the depicts the steps customers go through to engage with a company. Journeys can show the path to buying goods or services or gather information. Simple, right? Not so fast. Sure, a customer journey map is a… read more >

A new book about business process management, authored collaboratively by experts around the world

Conversations about business process by an all-star team

  Over the past six months, I’ve had an opportunity to participate in an exciting project related to business transformation, business process management (BPM), Lean, Six Sigma, and operational excellence. Roger Tregear, a Consulting Director with Leonardo Consulting in Australia, has just published Process Precepts, a collaborative book that also includes contextual contributions by sixteen… read more >

Person using a futuristic head up display (HUD) interface screen with data and key performance indicators (KPI) for business intelligence (BI) analytics, concept about financial dashboard, technology and virtual reality (VR)

2017: Seven trends in adaptive case management (BPM) software

The WfMC excellence awards The Workflow Management Coalition (WfMC), a standards organization for workflow and business process technologies, recently announced the 2017 winners of its Adaptive Case Management Excellence Awards. I always look forward to these announcements (and the related BPM Excellence Awards) and the follow-on book because the winners demonstrate the best of the… read more >

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