For nearly a decade, brands, vendors, and service providers alike have sworn allegiance to the goal of improving customer experiences in order to attract and retain increasingly empowered and fickle consumers. And yet, major international surveys recently found that consumers are less satisfied with the experiences they are offered. Despite all of the effort and… read more >
Without the right implementation plan and skill set, an organization can rarely maximize the value of its investment in new content management technology. More importantly, the content management system (CMS) will not have the transformative impact that executives, managers and workers expect to realize. Companies can easily spend upwards of $1 million to buy and implement… read more >
The rush to SaaS (Software as a Service) business models — by traditional enterprise software companies and start-ups alike — has been revolutionary in both the speed of the shift and the impact it is having on technology. The first promise to buyers is a move toward simple monthly subscription pricing and away from complex… read more >
A new generation of innovators and disruptors in e-commerce technology and services is emerging to challenge incumbent players and business models. This is happening all over the world, in countries where e-commerce is relatively mature as well as in countries where it is still nascent. And thanks to technology advances such as digital payments, cloud… read more >
Drawing upon several years of ongoing research, Digital Clarity Group has identified the ten core competencies that every organization needs to deliver world-class customer experience. The competencies serve as a framework for assessing the capabilities you have within your organization, and then identifying what’s missing. Armed with knowledge about your competency gaps, you can seek out… read more >
Today’s consumers have long moved on from just accepting a glut of content noise from companies trying to attract their attention. They respond to contextual customer experiences — the merging of digital content, interfaces, technology and even physical spaces. Have marketing practices kept pace with changing consumer desires and values? No, says Robert Rose. The… read more >
Much research points to the failure of first-generation customer experience management (CEM). DCG believes that there are several interrelated factors at work, including senior management that proclaim the strategic importance of CX but do not back it up with adequate budgets or resources, as well as their tendency to treat customer experience management as a… read more >
Marketing as a function has evolved from using just email and the Internet as its channels for audience outreach. Today it is about creating an overall, positive, digital experience. Accordingly, the tools and systems they use have also evolved, becoming more comprehensive in what they offer today’s marketer. So it stands to reason that the… read more >
Is your marketing organization stuck in the past when it comes to the technology that’s essential for modern digitally-driven marketing practices? In this paper, Robert Rose argues for rethinking the marketing technology that you buy and, just as importantly, how you buy it. There’s no disputing that consumers have fundamentally evolved the way that they… read more >
Connie Moore’s important analysis sets the stage for rethinking – and restarting – customer experience management practices and initiatives in 2016. In spite of much hard work and significant investment over the past decade, many companies are struggling with their customer experience management (CEM) initiatives. Executives admit that they see gaps between their vision and… read more >
