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DCG research and articles about: customer experience management

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Single Page Applications – Why they make sense

Like any industry, there are trends and hot topics in the world of MarTech and content management. One of content management’s current hot topics is the single page application or SPA … because is it really thing in technology if it doesn’t have an acronym? A single page application, in the simplist of definition, is when a… read more >

Free Developer Report
A partnership between customer experience and operational excellence is emerging

Customer Experience and Operational Excellence join forces for digital transformation

In early 2017, we declared that operational excellence (BPM) practitioners and customer experience (CX) experts would join forces this year to transform the business, starting from initial customer interactions and then going all the way through to back office operations that support those customer interactions. It was a powerful statement, especially since the project teams… read more >

Marketing executives: get prepared for digital security breaches

Here’s a question: is your firm (and the marketing organization in particular) prepared for the hours, days, and weeks following a major breach in your organization’s security perimeter from an external or internal attack? If the answer is no, or maybe, you are in good company. Like ostriches with their heads in the sand, the… read more >

Webinar: The Cure for Marketing Fatigue in Life Sciences: How Customer Journeys Pave the Way to Better Experiences

1:00 pm ET

Register

If you are a marketing leader in life sciences responsible for acquiring, onboarding, engaging, and retaining patients and health care providers, this webinar is for you.

Marketing is already challenging for life sciences companies. There’s the complex landscape of patients, influencers, practitioners, and channels, plus highly regulated operating environments. Adding to the pressure: Marketing expectations are also ramping up as today’s patients and physicians expect the same level of digital engagement they experience as when they bank, shop, and travel as individual consumers. Savvy marketers in life sciences must go beyond conventional campaign-based marketing, especially as patients and physicians tune out due to fatigue with endless print and broadcast. Leaders are borrowing a page from the digital playbooks in consumer industries and turning to customer journeys to bring new thinking to their marketing strategies and programs.

Join Connie Moore, Senior Vice President of Research for Digital Clarity Group, and Gina Mencias, Global Group Manager for Roche Diabetes Care, for unique insights into customer journey strategies and how they can change the ways that life science marketers engage audiences and increase the value of their marketing investments.

Read Connie’s post on journey strategies for life sciences marketers on the Salesforce blog for more insight and guidance.

Walking a tightrope without realizing the risk

Equifax’s egregious response to a hacking breach–it’s past time to take precautions

Well, it’s happened again. We should be used to it by now, but it’s still shocking. Here’s yet another massive cybersecurity breach by criminals who made off with social security numbers, birthdays, addresses, and in some instances, driver’s license numbers and credit card numbers. (See this NBC News report for more details.) This time the… read more >

DCG Phram Customer Journey map

Customer Journey Maps: A path to innovation and increased profits

“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 >

Yes Lifecycle Marketing Summit 2017

Scott Liewehr is the emcee for the Yes Lifecycle Marketing Summit 2017 at the Union League Club in Chicago. This invitation-only event brings together senior marketers interested in learning from industry leaders, gaining knowledge about innovative technologies and best practices, and understanding how to make data central to  marketing strategies. Scott moderates sessions and panels with industry leaders from Olive Garden, Wyndham, West Marine, Aetna, and Community Coffee. The agenda includes an evening event at Wrigley Field, where Summit attendees will be on the Wrigley Rooftop preceding a match-up between the Chicago Cubs and the New York Mets.

The Yes Summit is free to attend, and participants must be registered in advance by way of invitation. Visit the Summit website for more information and to request an invitation.

Contact us to arrange a time to meet up with Scott or connect prior to the Summit.

Person using a futuristic head up display (HUD) interface screen with data and key performance indicators (KPI) for business intelligence (BI) analytics, concept about financial dashboard, technology and virtual reality (VR)

2017: Seven trends in adaptive case management (BPM) software

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 >

Robotic Process Automation (RPA): robots that automate routine and complex work

  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 >

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