I just attended an interview at Appian World that’s particularly relevant to organizations focused on bringing process and data together for business transformation. The speaker was Martin Resch, Executive Vice President at Bank of the West. Michael Heffner, Global Financial Services & Insurance Industry lead at Appian, was the interviewer. The bank’s transformation journey started… read more >
DCG research and articles about: customer experience management
Not too long ago, I posted a blog entry about how Briova used a simple but high-impact approach to provide a great customer experience. Here’s the post: Delighting customers doesn’t always require a huge investment and massive effort. The customer was me, and here’s what I liked: I just talked with Briova yesterday,… read more >
One of the major areas of concern for organizations affected by the General Data Protection Regulation (GDPR) is ensuring they have the systems and processes in place to handle requests from individuals for information about, or access to, their personal data. Enabling the so-called data subject rights may be the first big challenge many organizations… read more >
Organizations typically invest a great deal of time and effort selecting the right technology but very little selecting the right partner for implementation. In our experience, this is a huge mistake. Based on the early trends emerging from our recent research on the subject, it is one of the core reasons why so many… read more >
I just got this handwritten postcard from my mail order pharmacy (see below). It put a smile on my face and left me impressed that the company and this individual would take the time to reach out in such a personal manner. It’s just one of many steps the firm has taken to ensure that… read more >
In 2018, digital disruption will continue unabated, unsettling organizations that have already started down a digital transformation path. Why? Because recasting enterprises into a truly customer-driven culture is a very complex, challenging and slow process—requiring lots of executive time and resources, a deep insight into customer journeys, and a strong focus on organizational change… read more >
Business transformation, or its offspring–digital transformation–is sweeping across the pharma industry. In reality, most pharma companies been slower to embrace transformation than firms in many other industries, such as retail and CPG. Now pharma companies are either racing or at least marching double-time to catch up with new business models and customer expectations. As a… read more >
The other night my husband and I saw American Made, the recent movie starring Tom Cruise as a rogue pilot who gets enmeshed with drug cartels. It was an energetic, fast-paced, entertaining movie that we both enjoyed. Funny thing, though. The first comments that both my husband and I made to each other when walking… read more >
Scott Liewehr will join the world’s largest gathering of marketers to experience at Salesforce Dreamforce 2017 in San Francisco, November 7 – 9, 2016. With more than 2,000 sessions and thousands of live solutions from the world’s largest cloud ecosystem, Dreamforce has tailored content specific to any industry, role, and company size to help attendees learn how to make the most of every customer interaction by creating customer journeys that deliver exceptional brand experiences.
Like any industry, there are trends and hot topics in the world of MarTech and content management. One of content management’s current hot topics is the single page application or SPA … because is it really thing in technology if it doesn’t have an acronym? A single page application, in the simplist of definition, is when a… 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.
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