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Fact: risk assessment is the #1 determinant of project success

Everyone knows that technology projects are laden with risks. But, until now, has anyone ever proven that the anticipation and mitigation of risk is the #1 activity that is most highly correlated with outcomes? Well, it’s true. Donald Rumsfeld is famous for describing risks as the “unknown unknowns”: “[T]here are known knowns; there are things we know we know…. read more >

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Brands that use in-house IT teams to implement technology have poor outcomes

In an era where brands are finally getting more pragmatic in their digital pursuits, organizations must be conscious that pragmatism should not lead to corner-cutting, especially when it comes to technology implementations. According to over 1,000 respondents to our VOCalis Voice of Customer survey, project failure rates are highest when brands turn to their in-house IT teams to implement their enterprise technologies rather than… read more >

Looking for an implementation partner? Don’t ask your vendor.

Of the following five “facts”, which one is ‘fake news’? Fact #1: The market for marketing and digital experience technology is hot. Fact #2: Experience technology depends as much on people and process as on its own functional capabilities. Fact #3: Nearly every marketing technology vendor on the planet talks about customer experience, and how it’s a top priority. Fact… read more >

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Information fuels the process engine for today’s digital business

For decades, organizations have invested heavily in technologies that automate business processes, manage unstructured content, and track crucial customer and product data. For example, ERP, CRM and a litany of other enterprise suites, plus content and data management technologies, websites and digital channels (and many more tools) — have helped organizations differentiate their products and… read more >

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Can SAP’s new C4/HANA suite lead the digital experience revolution?

After attending the SAPPHIRE conference in Orlando this week, I leave feeling slightly puzzled, but also slightly bullish on SAP’s future in digital experience (DX). Given it is SAP’s flagship conference, SAPPHIRE covers a wide range of technology topics. And, while meaningful to me, DX is hardly the primary topic on most attendees’ minds given… read more >

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DIY Guide to Technology Selection

Organizations, of all sizes, are faced with an increasingly complex and growing landscape of technologies to choose from. Today’s industry-leading marketing and customer experience management solutions offer far more functionality than ever before. This expanded breadth of capabilities, along with the need for many of the tools in place to work (integrate) with other applications,… read more >

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DCG research answers your burning questions about digital experience platforms

Who and what is driving investment in digital experience platforms (DXPs)? What approaches are companies taking to their DXPs — going with a single vendor’s end-to-end suite, or assembling their DXPs with best-in-class components from multiple vendors? Why take one approach over the other? And just what is digital experience platform, anyway? What capabilities comprise… read more >

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Bringing data and process together at Bank of the West

I just attended an interview at Appian World that’s particularly relevant to organizations focused on bringing process and data together for business transformation. The speaker was Martin Resch, Executive Vice President at Bank of the West. Michael Heffner, Global Financial Services & Insurance Industry lead at Appian, was the interviewer. The bank’s transformation journey started… read more >

“Not-so-great” customer experience (or, when the back office lets you down)

Not too long ago, I posted a blog entry about how Briova used a simple but high-impact approach to provide a great customer experience.  Here’s the post:  Delighting customers doesn’t always require a huge investment and massive effort. The customer was me, and here’s what I liked:     I just talked with Briova yesterday,… read more >

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B2B Marketers and Content Management: New Research on What’s Working and What’s Not

For marketers, content management systems are the workhorses of customer experience and digital engagement. The need to fill and refill the content pipeline, to track and measure, and to deliver effectively is inexorable. Content is created, stored, and managed in multiple formats and systems, including web content, product information, customer information, and digital assets. Marketers… read more >

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