Close Window
Member Login
 

DCG research and articles about: customer experience management

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 >

blackboard change

What digital leaders can learn from Melvin Conway and the LAPD

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 >

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 >

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 >

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 >

Free Developer Report

Beyond Technology: Aligning People and Processes for Customer Experience

Please Login to view this page. (Not a member? Register)

Information Development World

Cathy McKnight shares her insights and knowledge at this year’s Information Development World.

Cathy delivers the opening session Understanding Digital Transformation, on May 15 at 9:40 am.

Information Development World (IDW) is the conference for technical, marketing, and product information managers—the folks responsible for managing the people, processes, and technologies involved in creating exceptional customer experiences with content.

Contact us to arrange a time to meet with Cathy at IDW.

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 >

elephant-in-the-room1

The foundation of good governance

It is everywhere. And while content is prolific, it is not simple — it is a complex, multi-faceted effort that if not managed properly can mean the difference between success and getting sued. The content – images, text, audio, video – that fill our digital channels does not appear out of thin air. Success in… read more >

photo of cute Hungarian vizsla dog head portrait

Change Management: teaching old dogs new tricks isn’t easy

You know that expression about “teaching old dogs new tricks . . . ?” Well, it’s true. In fact, it’s worse than that—I’m having trouble teaching my two-year-old Dalmatian new tricks and he isn’t even middle aged. My dog only wants to do what he already knows how to do —and, what he already likes… read more >

Meet us at: