By now, there has been enough evangelization of “engagement” to posit two things: Engagement with a brand is essential to achieving customer loyalty, and Consumers will only engage if they find the experience(s) to be relevant. Therefore, all roads to customer loyalty (the holy grail among customer experience advocates) must pass through relevancy. But what… read more >
DCG research and articles about: customer experience
Monday September 23 2013, New York – We’re proud to announce that former IDC Research Director Jill Finger Gibson has joined DCG as Principal Analyst. Previously an analyst for Elsevier, where she conducted pricing and strategy research to support the company’s shift from print to digital, Finger Gibson has more than 15 years of experience… read more >
August 14, 2013, New York – If you haven’t already heard, Digital Clarity Group recently released a groundbreak report – the DCG Guide to Service Providers for Web Content and Customer Experience Management. The Guide has been making waves, most recently being featured on the web content management news site, CMS Wire. Barb Mosher Zinck of CMS… read more >
On the July episode of CMS-Connected, DCG’s President Scott Liewehr discussed the launch of the ground-breaking Guide to Service Providers for Web Content and Customer Experience Management. The 271-page report is the first and only comprehensive reference available on the market to help organizations make sense of the digital agency and systems integrator landscape. It… read more >
The forces of digital disruption are radically altering how we access and consume information, communicate and socialize, shop and purchase. Ubiquitous connected devices, social networks, cloud services – these and other innovations have already virtually inverted the relationship between sellers and buyers, between brands and customers. This constantly and rapidly shifting terrain maps the digital… read more >
With a copy of the new Forrester Wave™ on Web Content Management in hand this morning, I captured my reactions to the results, and to the changes since the last Wave™ in 2011. There were a few upward shifts (Adobe, Sitecore, Oracle), more downward movements (SDL, HP, OpenText, Ektron), as well as Acquia making its… read more >
Scott Liewehr, President & Principal Analyst at Digital Clarity Group, was approached by Fierce Content Management to give his expert opinion on the top content management news story of the year. “I’d say 2012, to me, was the year where the idea of managing the customer experience came on full-force. Reintroduced to content folks in… read more >
Just slightly overshadowed by DCG’s own AR day and coming out event in New York City last Monday, Oracle announced Oracle Customer Experience (CX). (Press release; YouTube channel.) Oracle’s CX hits all the right buttons By all reports, Oracle’s presentation, with a town hall discussion and self-guided demo kiosks, hit all the right buttons. My… 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.
What Our Clients Say
Digital Clarity Group has exceptional resources that are professional, deeply knowledgeable, experienced, and highly supportive... read more >
IT Director of Applications,
Presbyterian Homes and Services