Digitally empowered consumers and the subsequent imperative for customer experience management have profound implications for technical writers and other documentation professionals. Next week, I have the pleasure of taking part in SDL’s event in London on the Future of Technical Documentation. In my presentation, I’ll first review how the forces of digital disruption (especially mobile… read more >
DCG research and articles about: DITA
To mark the publication of a new Digital Clarity Group Insight Paper, “The New Role for Documentation in the Era of Customer Experience Management,” consider this historical tale. Although we now date the early 15th-century as the dawn of the Renaissance, Europe at the time was still more medieval than modern… read more >
Virtually overnight, consumers empowered by mobile devices, social platforms, and ubiquitous connectivity have forced organizations of all types to come to terms with customer experience management (CEM). Customer experiences are usually multi-event and multichannel, and they typically involve multiple departments or teams. Successful CEM, therefore, requires organizations to abandon the traditional “touchpoint” approach to managing and measuring customer… read more >
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.