I just got this handwritten postcard from my mail order pharmacy (see below). It put a smile on my face and left me impressed that the company and this individual would take the time to reach out in such a personal manner. It’s just one of many steps the firm has taken to ensure that… read more >
DCG research and articles about: CEM
In 2018, digital disruption will continue unabated, unsettling organizations that have already started down a digital transformation path. Why? Because recasting enterprises into a truly customer-driven culture is a very complex, challenging and slow process—requiring lots of executive time and resources, a deep insight into customer journeys, and a strong focus on organizational change… read more >
The Gilbane Digital Content Conference brings together content strategists and managers, marketers, technologists, IT and business executives, as well as external service providers to learn and share how to put the pieces of the puzzle together. At this year’s conference Digital Clarity Group will be well represented.
Cathy McKnight will facilitate a workshop on November 30th on Mapping Customer Journeys and Managing Content: How to Align Practices for Great Customer Experience. In this workshop participants will learn how to overlay journey maps onto their content management infrastructure and evolve their CMS as a true hub of engagement. The workshop includes a lot of interactivity and exercises (journey mapping, scenario development), and discussion on to leverage current CMS and other marketing technology solutions to support the mapped customer journey.
Cathy will also moderate three panels:
- Tuesday, November 28, 2017 @ 11:45 a.m. – 12:45 p.m. W2: Making your Intranet Great Again
- Wednesday, November 29, 2017:
Mary Laplante will moderate two sessions on Wednesday, November 29, 2017:
- 3:15 p.m. – 4:45 p.m. C8: Exploring the New Frontiers of Language and AI
- 1:45 p.m. – 2:45 p.m. T7: Integrating Multilingual Content into Operations and Growth
Jill Finger Gibson will moderate two panels on Tuesday, November 28, 2017:
- 3:30 p.m. – 5:00 p.m. C4: Commerce, Content, and Conversion
- 2:00 p.m. – 3:00 p.m. T3: AR, VR, AI, and Cognitive Computing for Marketing and Content Applications
“What is a customer journey map?” would seem to be a fairly self-explanatory question. A customer journey map is a diagram/infographic/flowchart the depicts the steps customers go through to engage with a company. Journeys can show the path to buying goods or services or gather information. Simple, right? Not so fast. Sure, a customer journey map is a… read more >
The WfMC excellence awards The Workflow Management Coalition (WfMC), a standards organization for workflow and business process technologies, recently announced the 2017 winners of its Adaptive Case Management Excellence Awards. I always look forward to these announcements (and the related BPM Excellence Awards) and the follow-on book because the winners demonstrate the best of the… read more >
What’s all the chatter about bots? It seems like 10-20% of my daily e-mail spam pertains to robots and chatbots– this kind of bot, that kind of bot, everywhere a bot. So, you might be wondering if you should pay attention to robots for business process automation or if this new product category–robotic process… read more >
Last week I attended and chaired a panel at the AIIM Executive Leadership Council in Washington, D.C. Attendees were drawn from the AIIM board, visionaries and thought leaders working in the information management space, and senior executives from some of the leading information management vendors. The event’s purpose was to identify emerging technologies and markets… read more >
Is your company its own worst enemy when it comes to delivering great experience? Your ability to engage and delight customers and prospects may be falling short because you’re tripping over your own organizational feet. Perhaps it’s time to take strategic action on change management. At DCG, we believe so strongly in the value of… read more >
It’s increasingly difficult for companies to get good response rates when they ask customers for feedback. Many buyers are tired of being “invited” to participate in surveys at the end of telephone calls or chat sessions, or of being surveyed at the point of sale, or asked to log onto the website at the bottom of… read more >
We first published our report Transform Customer Experience and Operational Excellence By Going Digital Outside and Inside in September 2015. The topic has only become more relevant since then, as senior leaders and executives continue to experience performance fall-out when external transformation and internal transformation initiatives aren’t connected. I’ll be presenting on digital outside and inside, in… read more >
CEM is an imperative because you're either competing with superior customer experiences -- or you're not even part of the game.
Tim Walters, Ph.D.,
The CEM Imperative.
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