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DCG research and articles about: customer experience management

Digital Clarity Group

Welcome Allen Bonde and Hello Social CRM

This is a big week for DCG. Not only are we announcing the expansion of our coverage into Social CRM, but we are excited to announce that Allen Bonde has joined our firm as a Partner and Principal Analyst. Allen is a seasoned industry analyst and a well-reputed veteran in the world of CRM and… read more >

Digital Clarity Group

Webinar: The 5 Linchpins of Great Digital Experiences in 2013

DCG Principal Analyst Tim Walters addresses today’s top challenges in getting the most from Digital Customer Experience, and how to tackle them in a pragmatic way. This webinar, sponsored by Hippo, takes place at 11:00am EST on February 5, 2013.

2013 predictions

Peering into 2013

With every New Year come the dreams and predictions of what the next 365 days will bring. The DCG team has pulled together a few of our own predictions (and wishes) for 2013 … The web content management (WCM) nomenclature fog will (finally) begin to lift, as bigger vendors further embrace some variation of CEM… read more >

Marketing Automation pie

Eloqua acquisition a step in right direction . . . for Oracle

Oracle buying Eloqua for $871 million is a BIG deal. A big deal that is good for those who own Eloqua stock (as my colleague Robert Rose said, “Merry Christmas Eloqua employees”), but maybe not something to toast if you are an Eloqua customer. Time will tell that tale. All-in-one solution With this announcement, Oracle… read more >

Digital Clarity Group

Scott Liewehr discusses the top content management news of 2012

Scott Liewehr, President & Principal Analyst at Digital Clarity Group, was approached by Fierce Content Management to give his expert opinion on the top content management news story of the year. “I’d say 2012, to me, was the year where the idea of managing the customer experience came on full-force. Reintroduced to content folks in… read more >

Digital Clarity Group

Scott Liewehr to Keynote Ektron Synergy 2012

Scott will be giving a keynote address at Ektron’s annual customer event, Synergy 2012, on November 9th along with two other greats: Ethan Marcotte and Luke Wroblewski. His presentation, entitled “It’s Time to Become Part of the 47%”, will focus on providing digital marketers practical ways to deliver on the engagement promise. Here’s the description… read more >

techtarget

For effective customer experience management, rethink WCM

Both Tim Walters and Scott Liewehr were interviewed by TechTarget’s Jonathan Gourlay for an article on SearchContentManagement.com entitled, “For effective customer experience management, rethink WCM“. In the interview, the pair pointed out that, the key to a well-planned Web content management deployment for a rich customer experience and engagement is to stop thinking of it… read more >

russian dolls 600x350

Oracle Sort Of Announces Oracle CX

Just slightly overshadowed by DCG’s own AR day and coming out event in New York City last Monday, Oracle announced Oracle Customer Experience (CX). (Press release; YouTube channel.) Oracle’s CX hits all the right buttons By all reports, Oracle’s presentation, with a town hall discussion and self-guided demo kiosks, hit all the right buttons. My… read more >

Digital Clarity Group

DCG to Keynote at Customer Experience Optimization conference

DCG’s founder, Scott Liewehr, will be giving a keynote address at eZ Systems’ Customer Experience Optimization conference in New York City on June 20th along with two other great speakers: Joe Kepley of Blend Interactive and Gabriele Viebach, CEO of eZ Systems. Scott’s presentation will focus on how marketers can leverage technology to power their… read more >

Digital Clarity Group

Scott Liewehr discusses Customer Experience Management

Scott Liewehr, President & Principal Analyst at Digital Clarity Group, was recently quoted in an article by Ron Miller in Fierce Content Management. “As Scott Liewehr pointed out at the Gilbane Conference last month, if he goes to the same restaurant every Friday night with his family, and deals with the same hostess, he has developed a reasonable expectation… read more >

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