Getting customer feedback is the rage in today’s business world, whether the industry is retail, transportation, consumer packaged goods, banking, telecommunications, government or something else. How many times have you bought something in a store, only to have the checkout clerk circle a URL and ask you to go to a website and provide feedback?… read more >
A headless content management system (CMS) is a contemporary solution to the inexorable demand for content anywhere and everywhere. Offering a value proposition aligned with this demand, headless systems are now popping to the top of buyer short lists during technology selections. This new report from Digital Clarity Group explains why. A headless CMS features… read more >
Last week President Trump signed an executive order that took aim at the US high tech sector’s workforce. The order stipulated: The launch of a government-wide, multi-agency review of H-1B. The intent of the review is to identify “fraud and abuses” in the system and to encourage business and consumer behavior to “Buy American, Hire… read more >
You know that expression about “teaching old dogs new tricks . . . ?” Well, it’s true. In fact, it’s worse than that—I’m having trouble teaching my two-year-old Dalmatian new tricks and he isn’t even middle aged. My dog only wants to do what he already knows how to do —and, what he already likes… read more >
Every day, organizations launch one or more customer experience initiatives to speed their firms toward digital transformation, often without fully appreciating that the business culture will invariably morph – with or without guidance – and employees will need to work differently once new projects are completed – with or without effective training. By overlooking… read more >
If customers are king, then understanding the journeys they choose to take with our organizations is highly strategic for sustainable success. But creating multiple journeys without a journey strategy can still deliver disjointed customer experiences. This short-sighted approach guarantees that journey mapping will have a negative rather than positive impact on efforts to improve customer… read more >
Selecting the right CMS by using known best practices is a great way to start your organization’s journey on the road to success. But it’s only half the battle; next comes the hard part, which is to complete a successful CMS implementation using the lessons learned from organizations that have already gone through the process…. read more >
Let’s say you are in marketing or IT and have just been handed a new project to select a content management solution (CMS) for the organization. As your boss describes the project, it sounds more complicated by the minute. Your mind is racing to identify any trust-worthy information sources that would help and/or well-qualified advisors… read more >
Companies that luxuriate in customer trust are the envy of CEOs, customer experience execs and CMOs everywhere. Customer trust doesn’t spring up overnight and it can’t be bought by money alone. Instead, trust builds, layer upon layer, each time a customer engages favorably or exceptionally with his or her supplier, and deepens each time a… read more >
I recently interviewed Juanita Koilpillai, a cybersecurity expert who is the CEO of Waverley Labs (a cybersecurity software and services firm) and co-founder of the Digital Risk Management (DRM) Institute (a nonprofit seeking to expand knowledge about cybersecurity risks.) She identified two important, nascent trends for 2017: • Cybersecurity collaboration. In forward-looking companies, the lines of… read more >
