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DCG research and articles about: customer experience

Webinar: Measure Trust Instead of Transactions

10 am PT / 1 pm ET

Register Here

Consumers are increasingly skeptical that brands mean what they say. Yet trust – a firm belief in the reliability of what’s presented to them – is essential for attraction, engagement, and advocacy. Sure, creating whizzy digital experiences with the latest marketing technologies is essential. But marketing efforts are bound to fall short if conversion is all that matters. Today it’s about building trust as the heart of customer relationships and business success.

In this webinar, Robert Rose, senior contributing analyst at Digital Clarity Group, explains why and how a shift from measuring transactions to measuring trust will deliver better experiences for customers and better results for marketers. Attendees will gain insight into:

  • Context through the lens of trust
  • Failed promises of “dynamic content”
  • Unintended consequences of technology

Attend the webinar and learn how to foster a marketing culture of trust will deliver benefits to customers, to the brand, and to marketing teams.

Salesforce Connections 2018

Meet Cathy McKnight at Salesforce Connections, the vendor’s annual conference on digital marketing, commerce, and customer service.

The agenda features more than 500 sessions focused on knowledge by role; on products and integration; and on vertical markets including retail, consumer good, financial services, healthcare and life sciences, and manufacturing. A day for Salesforce partners precedes the main conference.

Contact us to arrange a time to connect with Cathy onsite. DCG research and analysis related to conference topics include this Insight Paper on customer journey strategies in retail, this post on commerce capabilities and digital agencies, and this report on aligning people and process for customer experience.

Digital Clarity Group

Can SAP’s new C4/HANA suite lead the digital experience revolution?

After attending the SAPPHIRE conference in Orlando this week, I leave feeling slightly puzzled, but also slightly bullish on SAP’s future in digital experience (DX). Given it is SAP’s flagship conference, SAPPHIRE covers a wide range of technology topics. And, while meaningful to me, DX is hardly the primary topic on most attendees’ minds given… read more >

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VIDEO: Why the Digital Services Ecosystem Needs Partner Finder

Digital Clarity Group CEO Scott Liewehr chats with CMS Connected tech report Laura Myers about Partner Finder, the marketplace for organizations seeking best-fit digital services partners for their customer experience initiatives. In this video interview, Scott explains why it’s hard to find a best-fit partner from among the thousands of agencies and integrators in the… read more >

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Bringing data and process together at Bank of the West

I just attended an interview at Appian World that’s particularly relevant to organizations focused on bringing process and data together for business transformation. The speaker was Martin Resch, Executive Vice President at Bank of the West. Michael Heffner, Global Financial Services & Insurance Industry lead at Appian, was the interviewer. The bank’s transformation journey started… read more >

“Not-so-great” customer experience (or, when the back office lets you down)

Not too long ago, I posted a blog entry about how Briova used a simple but high-impact approach to provide a great customer experience.  Here’s the post:  Delighting customers doesn’t always require a huge investment and massive effort. The customer was me, and here’s what I liked:     I just talked with Briova yesterday,… read more >

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B2B Marketers and Content Management: New Research on What’s Working and What’s Not

For marketers, content management systems are the workhorses of customer experience and digital engagement. The need to fill and refill the content pipeline, to track and measure, and to deliver effectively is inexorable. Content is created, stored, and managed in multiple formats and systems, including web content, product information, customer information, and digital assets. Marketers… read more >

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Find Better Digital Partners Faster

We’re pleased to share some exciting news. Digital Clarity Group has launched Partner Finder, a new resource that helps organizations deliver world-class customer experience by engaging the best digital partners for their initiatives. Partner Finder addresses a problem that’s validated by our own voice-of-the-customer (VOC) research: approximately one of every four technology projects fails outright… read more >

Delighting customers doesn’t always require a huge investment and massive effort

I just got this handwritten postcard from my mail order pharmacy (see below). It put a smile on my face and left me impressed that the company and this individual would take the time to reach out in such a personal manner. It’s just one of many steps the firm has taken to ensure that… read more >

A partnership between customer experience and operational excellence is emerging

What Makes a Great Digital Partner Customer Experience? Lessons from Cognifide

Ask a group of people who have recently served as key participants of a recent digital experience (DX) technology implementation, led by a digital partner (systems integrator, consultancy, or digital agency) at their respective organizations, and you will get a wide variety of responses. One person thinks their project went smoothly. Another person cites a… read more >

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