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DCG research and articles about: CXM

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 >

A partnership between customer experience and operational excellence is emerging

Customer Experience and Operational Excellence join forces for digital transformation

In early 2017, we declared that operational excellence (BPM) practitioners and customer experience (CX) experts would join forces this year to transform the business, starting from initial customer interactions and then going all the way through to back office operations that support those customer interactions. It was a powerful statement, especially since the project teams… read more >

Marketing executives: get prepared for digital security breaches

Here’s a question: is your firm (and the marketing organization in particular) prepared for the hours, days, and weeks following a major breach in your organization’s security perimeter from an external or internal attack? If the answer is no, or maybe, you are in good company. Like ostriches with their heads in the sand, the… read more >

Walking a tightrope without realizing the risk

Equifax’s egregious response to a hacking breach–it’s past time to take precautions

Well, it’s happened again. We should be used to it by now, but it’s still shocking. Here’s yet another massive cybersecurity breach by criminals who made off with social security numbers, birthdays, addresses, and in some instances, driver’s license numbers and credit card numbers. (See this NBC News report for more details.) This time the… 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 >

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.

Hand heart

Dating and love and CEM

Remember dating in high school? All the cliques; the cool kids, band geeks, jocks, punks, gamers, stoners, artsies, metal heads, etc.  If you were part of one clique or in the fringe, it was difficult if not impossible to get to know, let alone date, someone in another clique. Dating at university, while not as… read more >

employees-working-in-open-office

CEM success starts with employees

Customer experience management (CEM) is quickly becoming a primary focus for companies looking to garner, gain, and keep market share. What many of these organizations are missing is the value of beginning their CEM strategy at home, with their employees. Research from Aon Hewitt suggests that employee engagement levels and employee perceptions of their overall… read more >

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