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DCG research and articles about: Connie Moore

OPEX Week: Business Transformation Summer Summit

Meet Connie Moore at the OPEX Business Transformation Summit hosted by IQPC. This event targets business leaders who are driving their organizations towards process excellence (OPEX) in the digital era. As part of the pre-conference Customer Experience Day, Connie will deliver a workshop on marrying process excellence with the customer journey, using examples from leading organizations that are designing process hand in hand with customer journey mapping. On day one of the main conference program, Connie will participate in a panel discussion entitled “Spotlight on Culture and Change,” in which participants provide guidance on organizational change management.

Speakers represent industry leaders such as AT&T, eBay, Wells Fargo, Eli Lilly, Kellogg’s, Merck, Intel, and Swarovski.

For insights into the topics that Connie will cover, download her  analyses of business process management and organizational change management as core competencies for customer experience management (CEM). Relevant reports also include Transform Customer Experience and Operational Excellence by Going Digital Outside and Get Started on Creating Great Customer Experiences with Journey Strategies.

Artificial intelligence making possible new computer technologies

Artificial intelligence grabs center stage at AIIM’s information management leadership council

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 >

Companies may be sitting on a treasure trove of customer feedback but don’t realize it

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 >

Free Developer Report

Looking for Customer Feedback in All the Right Places

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connection concept with 3d rendering robotic hand pointing

AI for customer experience: overhyped but ready for some roles

The hype surrounding artificial intelligence (AI) in today’s marketplace cannot be overstated. Most of the excitement is just that—hype and hot air, plus a whole lot of confusion about what AI actually encompasses. Whether it’s 1) voice-driven assistants such as Alexa and Siri, 2) chatbots that engage with customers, 3) robotic process automation (RPA) that… read more >

National Capitol Chapter AIIM Meeting

5:00 pm ET

Connie Moore presents on the topic of Digital Transformation on the Inside and Outside of the Enterprise at the May meeting of AIIM’s National Capitol Chapter in Washington, DC.

An unending deluge of structured and unstructured information pushes business and government organizations to ditch their old, outdated ways of working. On the outside, they must now open multiple channels to capture the ever rising amounts and types of data submitted by customers in an effort to become fully digital. On the inside, enterprises are concerned with internal efficiency and advances in operational excellence in their rapidly changing industries. During this unique session, Connie will draw on extensive research to explain how organizations have successfully transformed their businesses by going digital outside and inside.  Attendees will learn how to develop a digital strategy based upon their core competencies in emerging technologies, information management and process transformation.

INTERNAL versus EXTERNAL directional signs

Is your firm ready to transform digital inside and digital outside?

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 >

Kofax, Perceptive and Hyland reshuffle the deck in search of new winnings

Companies that grow by acquisition can be difficult to understand, particularly if lots of different products are bought from multiple sources over a sustained time period. (Take OpenText, for example.) Lexmark Enterprise Software is one such company, having taken several steps to get into–and now out of–enterprise software. With Lexmark International itself under new ownership,… read more >

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 >

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