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 >
DCG research and articles about: CXM
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 >
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 >
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 >
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 >
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 >
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 >
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 >
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 >
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.
CEM is an imperative because you're either competing with superior customer experiences -- or you're not even part of the game.
Tim Walters, Ph.D.,
The CEM Imperative.
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