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Headless businessman with dark clouds

Should we go with a headless content management system?

If you are involved with your organization’s content management system in any capacity, you have probably heard the term “headless CMS” bantered about and have wondered what the heck everyone was talking about. Here’s the answer: headless is a (not-so-new) “new” approach for architecting web content management that has roots in decoupled content management systems…. read more >

Employees Are on the Frontline with Customers

Do you hear what I hear? employee feedback about customers

Getting customer feedback is the rage in today’s business world, whether the industry is retail, transportation, consumer packaged goods, banking, telecommunications, government or something else. How many times have you bought something in a store, only to have the checkout clerk circle a URL and ask you to go to a website and provide feedback?… read more >

trap

Avoid the Journey Map Trap

The business rationale for developing a journey mapping practice is straightforward and easy to understand. What organization wouldn’t want to take the guesswork out of delivering great customer experience, every time, all the time? What organization wouldn’t want to remove points of friction with customers and prospects, engaging rather than frustrating them? Perhaps less well… read more >

Photograph of a U.S. Department of Homeland Security logo.

Trump’s executive order scrutinizing the H-1B visa program rattles the tech world

Last week President Trump signed an executive order that took aim at the US high tech sector’s workforce. The order stipulated: The launch of a government-wide, multi-agency review of H-1B. The intent of the review is to identify “fraud and abuses” in the system and to encourage business and consumer behavior to “Buy American, Hire… read more >

elephant-in-the-room1

The foundation of good governance

It is everywhere. And while content is prolific, it is not simple — it is a complex, multi-faceted effort that if not managed properly can mean the difference between success and getting sued. The content – images, text, audio, video – that fill our digital channels does not appear out of thin air. Success in… read more >

photo of cute Hungarian vizsla dog head portrait

Change Management: teaching old dogs new tricks isn’t easy

You know that expression about “teaching old dogs new tricks . . . ?” Well, it’s true. In fact, it’s worse than that—I’m having trouble teaching my two-year-old Dalmatian new tricks and he isn’t even middle aged. My dog only wants to do what he already knows how to do —and, what he already likes… read more >

Digital Clarity Group

When Evaluating A Digital Partner, Look For Integration Mastery

Congratulations! In recognition for your hard work and reputation for getting things done, you’ve been assigned as the project lead for your company’s new “digital transformation” initiative. This initiative may have a different name involving terms such as “website”, “e-commerce”, “experience”, or all three, but the underlying challenge is the same. Your current digital infrastructure isn’t cutting it anymore. Your… read more >

Icarus Painting

Pushing the Creep Factor with Customer Data

In the rapidly expanding world of big data, there are still many unknown boundaries. Two weeks ago we unpacked new information on shifting regulations regarding personal data and privacy, global marketers must understand. Today I’d like to share some thoughts (and data) about pushing our luck with ‘the creep factor’ when it comes to the… read more >

Hand heart

Dating and love and CEM

Remember dating in high school? All the cliques; the cool kids, band geeks, jocks, punks, gamers, stoners, artsies, metal heads, etc.  If you were part of one clique or in the fringe, it was difficult if not impossible to get to know, let alone date, someone in another clique. Dating at university, while not as… read more >

Customer Data: Asset or Liability?

Is Your Customer’s Personal Data an Asset or a Liability?

This month the House and Senate drove two more nails into the coffin containing what remains of personal data protection for citizens of the United States. Senate Joint Resolution 34 struck down rules stipulating an Internet Service Provider (ISP) must obtain opt-in permission to use and sell consumer’s private data including browsing history, health, and… read more >

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