Despite its name, the General Data Protection Regulation (GDPR) is not something that will be taken care of by the lawyers in the compliance department and the data security pros in IT. The GDPR – which takes effect May 25, 2018, and applies to every company that touches the personal data of people who live… read more >
Author Archive | Tim Walters
Data is the currency of today’s increasingly digital economy — the coin of the digital realm. Data reveals consumers’ needs and desires and makes it easier for brands to more quickly respond with the appropriate message, offer, or product. When data is currency, it seems to follow that firms should collect as much of it as… read more >
Vast amounts of attention, effort, and money have been expended on customer experience management (CEM) over nearly a decade – by vendors, service partners, and practitioners. Yet global consumer surveys show conclusively that most firms are struggling to make or sustain real progress with improved customer experiences. DCG has analyzed several of the reasons firms… read more >
Barely a year from now – on May 25, 2018 – the EU’s General Data Protection Regulation (GDPR) will institute a revolutionary new business environment for any company that does business in the European Union. As explained in our Executive FAQ, our webinar, and our blog posts, the GDPR requires significant and fundamental changes in… read more >
Did you know that selecting the wrong vendor or services partner could put your company at risk of violating customer data privacy regulations? It’s true. The provisions for data protection by design (DPbD) effectively require that controllers and processors – that is, your company – may work only with vendors and service providers with… read more >
The global transfer of data between entities and across national borders is increasingly at the heart of digital business. Today’s Wall Street Journal article (access may require a subscription) explores the troubled status of transfers between the EU and the USA – the second and third largest economies by GDP, respectively. (China was first in 2015,… read more >
Yesterday, my colleague and commerce guru Jill Finger Gibson did a great job explaining Amazon Go, the retail behemoth’s experiment with what might be called “1-Step” grocery shopping: Walk into the store, grab what you want, and walk out. Amazon’s surveillance technologies (cameras, microphones, device identifiers, facial recognition, etc.) will (supposedly) take care of accurately… read more >
My colleague Jill Finger Gibson has done a great job analyzing the challenges and opportunities presented by the late October acquisition of WCM vendor Hippo by Silicon Valley’s BloomReach, which offers a commerce-centric personalization platform. Not the least of those is the perrenial question when a company is acquired: What does it mean for the… read more >
In recent discussions with both IT and marketing leaders at over ten firms, they consistently noted one common barrier to improving customer experiences. As one said, “Getting the capital expenditure budget for the project is actually not that hard. But approval for on-going operational expenses is very rare.” This build-launch-and-forget mentality was never a good idea…. read more >
Over the last decade, leading web content management systems have evolved from a standalone application for managing the information on one or more websites to a vital component at the core of most firms’ customer experience management ecosystems. This transition reflects, and is fueled by, the increasing desire of consumers for seamless, holistic experiences across… 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.