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Readiness 2

From change management to organizational readiness

Organizations undergo change all the time. Some changes are small with little long-term impact on the day-to-day functioning of the company. Others are monumental, requiring the entire organization to (re)align themselves with the new reality for the change to successfully occur. And therein lies THE most important factor in implementing change: the targeted audience’s (individual,… read more >

EU-US-Privacy-Shield

Privacy Shield and GDPR: Sorting Out the Business Obligations

The global transfer of data between entities and across national borders is increasingly at the heart of digital business. Today’s Wall Street Journal article (access may require a subscription) explores the troubled status of transfers between the EU and the USA – the second and third largest economies by GDP, respectively. (China was first in 2015,… read more >

What you can't see, you can't hack.

What Customer Experience Leaders Need to Know Now About Cybersecurity

I recently interviewed Juanita Koilpillai, a cybersecurity expert who is the CEO of Waverley Labs (a cybersecurity software and services firm) and co-founder of the Digital Risk Management (DRM) Institute (a nonprofit seeking to expand knowledge about cybersecurity risks.) She identified two important, nascent trends for 2017: • Cybersecurity collaboration. In forward-looking companies, the lines of… read more >

Digital Clarity Group

In Customer Experience Technology Implementations, “Go Live” Is Just The Beginning

Serving today’s digitally savvy consumers across all channels poses a major challenge for marketers. In most cases, meeting omnichannel requirements includes looking at whether the company needs to expand, upgrade, and replace its CX technology infrastructure. At the same time, the focus often shifts from implementing a specific software vendor’s product or platform for omnichannel to a… read more >

Individual Strands Join to Form An Emerging Market

OpenText finalizes the Documentum deal—and weaves a new tapestry in the process

Last week, OpenText finalized yet another acquisition, which is pretty much par for the course for this vendor. OpenText’s growth strategy depends heavily on acquisitions and this was no exception, although this specific purchase was an unusually important addition to the OpenText stable of products. Since the company began, OpenText has made 55 acquisitions, and… read more >

solution selling

Solution Selling: Hurdle or helpful in getting to yes

“Sell the problem you solve, not the product.” ~ CMS Vendor Sales Team Training When it comes to selling technology, there are almost as many selling methods as there are technology types. Well not really, but there are lots of different approached to selling – Target Account, SPIN, Miller-Heiman, Value, and the list goes on…. read more >

table-top-journey-mapping-snip-Designing-CX

Are Journey Maps on Your Agenda for 2017?

If so, DCG has two webinar resources that will help you and your fellow stakeholders get started. The shift from inside-out to outside-in approaches to customer experience management (CEM) is fueling interest in journey strategies and the practice of journey mapping. Enabling the journey that the customer wants to take is the key to attracting,… read more >

Digital Clarity Group

Marketers: Planning to win in the era of accelerating change

Key takeaways from a panel of senior executives who recently gathered to discuss marketing in the era of accelerating technological change.

Digital Clarity Group

CMOs: Look to operational risk leaders for insights into achieving operational excellence

Focusing on operational excellence in customer experience is a key trend for 2017. It’s also a strategic way to change the culture of organizations that have committed to customer experience (CX) transformation even though mid-managers and employees have not fully embraced a new mindset and changed their behaviors. Many companies spend massive amounts of money… read more >

Trends 2017: Six Operational Excellence Trends That Will Dominate Customer Experience Management

In my last post, I identified a strategic focus on operational excellence that will drive business leaders responsible for business transformation and customer experience (CX) management in 2017. Business leaders want to move beyond experimentation with emerging technologies. And they definitely want to end budget-blowing overruns on large scale projects, like omnichannel, which can cost… read more >

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