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DCG research and articles about: customer experience

Top 10 Trends in BPM for 2018 and beyond

If you are seeking the latest best practices and implementation trends in business process management (BPM), you should look at the recent winners of the Workflow Management Coalition (WfMC) BPM Excellence Awards, described below, for a forward perspective. These winners, announced in December 2017, exemplify successful deployments around the world while also showcasing many of… read more >

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Retailers turn to customer journey strategies for business transformation

Ever since the Web burst onto the scene in the early 1990s, with Amazon close on its heels in 1994, retailers have tried – and too many times failed – to staunch their declines in revenues and bottom lines. Fighting back trends ranging from stagnation to perilous decline, retailers have tested and launched a plethora… read more >

Don’t miss out on robotic process automation

If you are like me, you’ve probably wondered what is so sizzling hot about robotic process automation. After all, two of its main selling points are 1) the ability for business users to write their own automation scripts (we’ve seen this before with Lotus Notes applications) and 2) providing a tool to automate manual activities…. read more >

Free Developer Report
Free Developer Report

BloomReach Connect Amsterdam

Cathy McKnight delivers a keynote address and manages a panel on “Man + Machine” at BloomReach Connect in Amsterdam.

In her keynote presentation entitled “Intelligent Personalization in the Real World: From Theory to Implementation,” Cathy explains why combining machine learning with human intelligence is the path to leveraging smart technology to personalize the customer experience. In the panel on “Man + Machine: Striking the Right Balance for True Personalization,” Cathy explores the topic with BloomReach customers who are using technology and humans to  nurture the brand-customer relationship.

The BloomReach Connect program is organized around three tracks: technology, innovation, and digital marketing. A pre-conference day on December 5 offers networking and educational sessions for developers, customers, and partners. Visit the BloomReach Connect website for details.

Contact us to arrange a time to meet with Cathy or to share your opportunities and challenges around combining the man and the machine within your organization.

Gilbane Digital Content Conference 2017

The Gilbane Digital Content Conference brings together content strategists and managers, marketers, technologists, IT and business executives, as well as external service providers to learn and share how to put the pieces of the puzzle together. At this year’s conference Digital Clarity Group will be well represented.

Cathy McKnight will facilitate a workshop on November 30th on Mapping Customer Journeys and Managing Content: How to Align Practices for Great Customer Experience. In this workshop participants will learn how to overlay journey maps onto their content management infrastructure and evolve their CMS as a true hub of engagement. The workshop includes a lot of interactivity and exercises (journey mapping, scenario development), and discussion on to leverage current CMS and other marketing technology solutions to support the mapped customer  journey.

Cathy will also moderate three panels:

Mary Laplante will moderate two sessions on Wednesday, November 29, 2017:

Jill Finger Gibson will moderate two panels on Tuesday, November 28, 2017:

FUD

Want to make your intranet great (again)? Get rid of the FUD

FUD fəd/ noun; fear, uncertainty, and doubt, usually evoked intentionally in order to put a competitor at a disadvantage. In the case of intranets, it is often an organically generated feeling articulated as “here we go again” when the internal communications start talking about the “new and improved” intranet. Intranet Principles Most of us who have worked… read more >

Pharma firms turn to customer journey mapping strategies

Business transformation, or its offspring–digital transformation–is sweeping across the pharma industry. In reality, most pharma companies been slower to embrace transformation than firms in many other industries, such as retail and CPG. Now pharma companies are either racing or at least marching double-time to catch up with new business models and customer expectations. As a… read more >

Hollywood: coming to a business near you

The other night my husband and I saw American Made, the recent movie starring Tom Cruise as a rogue pilot who gets enmeshed with drug cartels. It was an energetic, fast-paced, entertaining movie that we both enjoyed. Funny thing, though. The first comments that both my husband and I made to each other when walking… read more >

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