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Changing the World of Work: Why Social is Broken and How to Fix It

May 2014, webinar. Presented by Tim Walters, moderated by Mary Laplante. read more >

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La mort de POG – No more Publicis & Omnicom

There is a wonderful quote from the French poet Anatole France that goes “J’ai toujours préféré la folie des passions à la sagesse de l’indifférence”.  Translated it is “I prefer the folly of enthusiasm to the wisdom of indifference.” In what was certainly a folly of enthusiasm, as well as apparently starting out as a joke,… read more >

Choice

Putting the “Proof” in Proof of Concept

A Proof of Concept (PoC) and “Bake-Off” are not the same thing, although many people treat them as such. To clarify, a “Bake-Off” is a pitting of two or more vendors against each other to compare their products and services, supposedly providing a side-by-side comparison of compatibility and capability with the intent on selecting a… read more >

home sweet home

Home sweet CEM home

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. New research from Aon Hewitt suggests that employee engagement levels and employee perceptions of their… read more >

premium-research

Navigating the Service Provider Landscape in Europe

We are proud to announce that the European edition of Digital Clarity Group’s 2014 European Guide to Service Providers for Web Content and Customer Experience Management is out. Research for the Guide began in September 2013 and included: Identifying and connecting with over 150 service providers: advertising agencies, digital/interactive agencies, marketing communications agencies, and systems integrators… read more >

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Principles of Holistic Information Governance – An Introduction

On March 20th of this year I wrote my first blog post as a member of Digital Clarity Group. In that post I mentioned the Principles of Holistic Information Governance (PHIGs) and how Information Governance and Customer Experience Management are inextricably linked. This post serves as an introduction to the PHIGs. In subsequent posts and… read more >

content marketing

Agencies Are Losing The Content Marketing Revolution

I’m hot off of perhaps the busiest four weeks of my career – traveling to a dozen cities, across three continents and speaking at no less than half a dozen conferences. The events ranged from traditional content management meetups such as the Intelligent Content Conference in San Jose, to big agency focused events such as… read more >

Espresso

The Peet’s – Razorfish Deal is the Future of CEM Partner Strategy

Although you might have heard about it on April 1, it’s no joke. As reported in this AdAge article, Peet’s Coffee & Tea and Razorfish have inked a deal whereby the agency’s compensation for services is entirely determined by the fate of Peet’s e-commerce profits. It’s a brave move by both companies, and it may… read more >

Digital Clarity Group

Thinking Out Loud – Knowledge Management

Warning: I sometimes often like to use anecdotes from my experiences to illustrate my points. Note: E-discovery refers to the tools and practices used to automate the review of electronic content for relevance in legal proceedings. This overly simplified definition will be relevant later in this post. Knowledge Management is defined as [insert your definition… read more >

Digital Clarity Group

Where CEM and Information Governance Meet

Other than as a customer, I’m pretty new to the Customer Experience Management space. I did write a blog post about it some time ago, so I kinda, sorta, almost know what I’m talking about; feel free to read it if you wish. What I do have some mileage in is Information Management and Governance… read more >

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