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Transform Customer Experience and Operational Excellence By Going Digital Outside and Inside

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Because the digital world and customer behaviors are moving so quickly, senior executives in most organizations (rightly) feel compelled to act immediately to remedy digital weaknesses and convert them into strengths. After investigating their options, executives typically embrace business transformation either outside or inside the organization to stay ahead of the competition or catch up with… read more >

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Partner Your Way to Success in Customer Experience Management

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Software enabling customer experience management (CEM) is in high demand as businesses of all sizes, locations, and industries push to adopt commerce, customer analytics, customer relationship management (CRM) suites, marketing automation, and omnichannel customer experience (CX) tools to support their CEM initiatives. Potential buyers are easily overwhelmed when embarking on the CX path because they… read more >

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Service Providers – North America

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Are you selecting an agency or a systems integrator for your WCM or CEM project? Digital Clarity Group covers 47 leading service providers in North America, and provides best practices for Service Provider assessment.

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Service Providers – Europe

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Are you selecting an agency or a systems integrator for your WCM or CEM project? Digital Clarity Group covers 45 service providers in Europe, and provides best practices for Service Provider assessment.

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Bridging the Content and Commerce Divide

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Thinking you need to replatform your existing CMS or ecommerce solution? Before you start gathering requirements and soliciting RFPs from WCM and e-commerce vendors, take a moment and consider how important online sales are for your company’s growth. If the answer is “very,” take a moment or two and consider if there might be a… read more >

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Tackle Complex Processes With Dynamic BPM Suites and Business-Ready Apps

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Here’s an important question: Is your firm thinking of investing in business process management (BPM) software to gain greater efficiency from automating high throughput, transaction-intensive business processes?  If so, it’s time to think again. That’s because the current best practice in BPM software is to target high volume, repeatable, people-less processes and business processes at… read more >

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Is Your Organization Ready to Take the Leap Towards Customer Care?

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Since the dawn of commerce, humans have marketed and sold items to one another and provided pre- or post-sale service. Today sales, marketing and service disciplines are sciences in their own right. Companies have invested vast resources in establishing separate business entities that engage the customer in either a sales, marketing or service activity. Marketing… read more >

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“Mid-Size Organizations” Hold the Keys to Success With Customer Experience Management

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Consumer expectations do not diminish according to the size of the organization. We all just want a great experience regardless of the size of the organization attempting to engage us. Whether in a B2C or B2B context, we don’t distinguish between massive enterprises and family-owned firms, nor between temporary sites for a product launch and the polished omnichannel experiences of a world wide… read more >

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Rethinking DAM: Customer Experience Demands Intelligent, Integrated Content

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Mobile, always-on internet access, and social platforms have empowered consumers by making information open, sharable, and ubiquitous. But if the web and other digital channels still consisted exclusively of text and small, grainy photographs — ala 1997 — it’s unimaginable that we would be talking of the imperative for every company and brand to offer compelling, engaging experiences. Rich media… read more >

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Ten Core Competencies for Customer Experience Management

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In the last few years, customer experience management (CEM) has evolved from being a topic mostly used among marketers to occupying center stage in strategy discussions among C-suite executives.  As customer experience initiatives move from strategy to execution, they require the participation of a range of practitioners. These practitioners include individuals in IT, administration, and… read more >

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