Drawing upon several years of ongoing research, Digital Clarity Group has identified the ten core competencies that every organization needs to deliver world-class customer experience. The competencies serve as a framework for assessing the capabilities you have within your organization, and then identifying what’s missing. Armed with knowledge about your competency gaps, you can seek out… read more >
April 13, 2016 at 10:00 am ET/ 3:00 pm CET. Online webinar moderated by Connie Moore read more >
March 17, 2016. Online webinar. Rethinking BPM in the Age of the Digital Customer by Connie Moore read more >
March 16, 2016. Online webinar. A Holistic Approach to Digital Transformation by Connie Moore read more >
Connie Moore’s important analysis sets the stage for rethinking – and restarting – customer experience management practices and initiatives in 2016. In spite of much hard work and significant investment over the past decade, many companies are struggling with their customer experience management (CEM) initiatives. Executives admit that they see gaps between their vision and… read more >
The amount of information created each day is enormous, and it continues to outstrip the abilities of workers to process incoming requests and information submitted from customers and prospects, and for sales, service, support and finance to fulfill those requests internally. This unending deluge of structured and unstructured information pushes organizations to ditch their old, outdated… read more >
Because the digital world and customer behaviors are moving so quickly, senior executives in most organizations (rightly) feel compelled to act immediately to remedy digital weaknesses and convert them into strengths. After investigating their options, executives typically embrace business transformation either outside or inside the organization to stay ahead of the competition or catch up with… read more >
Organizations today face an all-too-common digital challenge: trying to provide great experiences that delight a customer and bring him or her back for more. At the same time, customer expectations are sky high, whether your organization is an SMB or large enterprise, whether you’re in regulated industries or services, or even whether you’re in the… read more >
Software enabling customer experience management (CEM) is in high demand as businesses of all sizes, locations, and industries push to adopt commerce, customer analytics, customer relationship management (CRM) suites, marketing automation, and omnichannel customer experience (CX) tools to support their CEM initiatives. Potential buyers are easily overwhelmed when embarking on the CX path because they… read more >
Technology and market research analysts who track the enterprise content management (ECM), business process management (BPM), case management, and information governance spaces awakened to a huge surprise last week—Dell was making overtures to buy EMC and EMC was just fine with that outcome. Really??!! This was a head snapping, attention grabbing news item if there… read more >
