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DCG research and articles about: customer experience management

Sap and Hybris post

SAP + hybris is ALSO about The CEM Imperative

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 >

experience2

Content, Context, & Chaos – Have You Ever Been Experienced?

“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 >

Thinking Together with your Customers

Think Together with your Customers

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 >

digital pulse

The Digital Pulse of the digital disruption

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 >

Digital Clarity Group

Accenture + Acquity is about The CEM Imperative

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 >

wave left

Analyzing the 2013 Forrester Wave on WCM

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 >

one-year cake

One year later… Now, with a little more clarity

This past year has been an amazing start to the Digital Clarity Group journey. We have grown into an incredible team of ten strong members, all contributing to the same vision, based on a worldview we hold in common. We’re physically spread across the world, but we’ve grown into a tight-knit family, and I couldn’t… read more >

Digital Clarity Group

Catch us at the Now What? Conference

There are only a couple of weeks until the first-ever Now What? Conference on April 18th, 2013 in Sioux Falls, SD, NS. The aptly-named conference is a one-day event designed to help anyone who works with a website post-launch to answer the question, “How do we keep our website useful and relevant?”. DCG Principal Analyst Cathy McKnight… read more >

Digital Clarity Group

Inbound Marketing Summit

Join us for Inbound Marketing Summit in New York City, April 3 – 4 at the Altman Building! Cathy McKnight, DCG Partner and Principal Analyst, will be leading two panels at IMS13: “Open Source CMS and Web Publishing – Which Way Should I Go?” and “Practical Big Data Strategies for Marketers”. Additionally, Allen Bonde, DCG Partner… read more >

Digital Clarity Group

Reaching Distracted Customers with Targeted Rich Media

As organizations look to harness the full potential of social and mobile channels and data in their customer engagement plans, one question dogs even the most well thought out strategy: will they notice? Consumers have never been more distracted, with new social options, second screen apps, and networked devices.  For B-to-B organizations looking to reach… read more >

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