When you’re surfing the channels on television – you’re looking for great content. You may first try your “tried and true” channels. But you’ll ultimately land (and stay) on a channel because of the content, and not because it happens to be on HBO, or ESPN or NBC. As a recent New York Times article… read more >
Scott Liewehr, President and Principal Analyst at Digital Clarity Group, was cited as an expert in the latest OpenText press release for Web Experience Management. He says: The new version of OpenText WEM is clearly not the Vignette of long ago. OpenText’s offering now includes some of the most advanced DAM functionality as well as… read more >
Although it’s software rather than services this time, yesterday’s announced acquisition of hybris by SAP is just as much about customer experience management (CEM) as the recent fusion of Accenture and Acquity. (Which I blogged about here.) That claim doesn’t require deep analysis, since it’s the fundamental justification for the purchase (terms not disclosed) offered… read more >
“Are you experienced? Have you ever been experienced? Well I have.” Jimi Hendrix Have you heard? Customers are more empowered now, and we have to be really good at engaging them across a lot of digital channels. Okay, this is the part where I insert some insane growth numbers about mobile, social or how much… read more >
CRM, DM, CEM, CX – the labels change, but the message is clear – it’s essential to engage your customers. Unfortunately, engagement is still largely defined around messages directed at the customer. And, while methods are evolving, these messages still seemed to be guided by the flawed assumption that you can control customers’ choices, IF… read more >
The forces of digital disruption are radically altering how we access and consume information, communicate and socialize, shop and purchase. Ubiquitous connected devices, social networks, cloud services – these and other innovations have already virtually inverted the relationship between sellers and buyers, between brands and customers. This constantly and rapidly shifting terrain maps the digital… read more >
Friday’s announced acquisition of Acquity Group by Accenture is impressive in both dollar and surprise value. But in fact, it is merely a high-profile manifestation of the changes racking the service provider (SP) landscape as they reposition to support customer experience management (CEM). For example, fellow suit-and-tie consulting firm Deloitte picked up Übermind in January… read more >
Next week, on Tuesday, April 23, Scott Liewehr, Tim Walters and Marianne Kay will be attending Internet World 2013 in London – Europe’s longest running, best attended and biggest annual event for digital marketing and online business. Catch us during the day, or drop us a note to arrange a meet-up.
With a copy of the new Forrester Wave™ on Web Content Management in hand this morning, I captured my reactions to the results, and to the changes since the last Wave™ in 2011. There were a few upward shifts (Adobe, Sitecore, Oracle), more downward movements (SDL, HP, OpenText, Ektron), as well as Acquia making its… read more >
Cathy McKnight, Partner & Principle Analyst at Digital Clarity Group, recently took part in the CMSwire TweetJams on Defining Employee Engagement, and Gamification & the Challenges of Creating Engaged Employees. Questions are asked on twitter and experts then respond with the hash tag #SocBizChat. Q.5 Is there a right way and a wrong way to… read more >
