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Digital Clarity Group

The Next Wave of Ecommerce Platforms: Tackling the Omnichannel Challenge

In the last ten to fifteen years, there have been two primary ways in which ecommerce platform vendors have segmented their target customers and differentiated from each other: Customer size: small (mom and pop shops selling under $10 million), mid-market (anywhere from $10 million to $500 million in revenue), or enterprise (usually $1 billion and above). Customer business… read more >

Decisions, decisions

Five Crucial Lessons Learned in Content Management System Selections

Let’s say you are in marketing or IT and have just been handed a new project to select a content management solution (CMS) for the organization. As your boss describes the project, it sounds more complicated by the minute. Your mind is racing to identify any trust-worthy information sources that would help and/or well-qualified advisors… read more >

employees-working-in-open-office

CEM success starts with employees

Customer experience management (CEM) is quickly becoming a primary focus for companies looking to garner, gain, and keep market share. What many of these organizations are missing is the value of beginning their CEM strategy at home, with their employees. Research from Aon Hewitt suggests that employee engagement levels and employee perceptions of their overall… read more >

Different-currencies

We Talk Money: Save It, Make It

DCG team members talk money in two webinars on March 1. Tim Walters shows you how to avoid paying big fines when the General Data Protection Regulation (GDPR) goes into effect in May 2018. How big? Fines can range up to €20 million or 4% of a company’s global annual turnover – whichever is greater…. read more >

Security breaches shatter customer trust

Handle with care: customer trust can be fragile

Companies that luxuriate in customer trust are the envy of CEOs, customer experience execs and CMOs everywhere. Customer trust doesn’t spring up overnight and it can’t be bought by money alone.  Instead, trust builds, layer upon layer, each time a customer engages favorably or exceptionally with his or her supplier, and deepens each time a… read more >

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 >

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