Is your company its own worst enemy when it comes to delivering great experience? Your ability to engage and delight customers and prospects may be falling short because you’re tripping over your own organizational feet. Perhaps it’s time to take strategic action on change management. At DCG, we believe so strongly in the value of… read more >
DCG research and articles about: Conway’s Law
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 >
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.