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Author Archive | Connie Moore

Customer Experience

A Voice of the Customer Approach for Choosing Really Great Service Providers for Customer Experience

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Customer Experience (CX) initiatives can be extremely complex or relatively straightforward – depending on whether the focus is on 1) customer experience management (CEM) by transforming the CX and reinventing customer-facing business processes across the organization, or 2) implementing technologies such as a content management system (CMS), customer analytics, or e-commerce. But no matter what… read more >

Free Developer Report

How to Choose Really Great Service Providers for Customer Experience

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Digital Clarity Group Launches a Voice of the Customer Program for Evaluating Service Providers Customer experience management initiatives can be extremely complex or relatively straightforward – ranging from transforming the customer experience and reinventing the strategic business processes that support business initiatives to implementing technologies such as a content management system or digital asset management… read more >

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Great customer experiences require more than streamlined processes and new technology

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I love my dentist. How many of you can actually say that and mean it? I first met him one weekend when an abcessed tooth blew up from nowhere, spiking my fever to 102 degrees on a Saturday night. In desperation I called my regular dentist, whose answering service told me about the on-call dentist… read more >

Hacker using laptop. Hacking the Internet.

CMOs, cybersecurity and the criticality of customer trust

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Drip. Drip. Drip. Drip. That’s the sound of Wikileaks. As the CMO of a large or small business, or as a senior marketing executive, how concerned are you about Wikileaks, Russian hackers, or someone else raiding your company and then publicizing or selling information about your customers for the whole world (and even the media)… read more >

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Consumer adoption of location marketing hinges on trust and value

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I just published a report about consumer attitudes toward location marketing, based on a survey of 500 US consumers who access online content at least once per day using mobile devices. Location marketing is a form of direct marketing in which a business sends offers, promotions, alerts, or text messages to an individual’s mobile device by… read more >

Free Developer Report

Consumers Give Location Marketing a Resounding Maybe

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As the use, variety, and power of mobile devices has exploded in every corner of the globe, digital marketers dream of using location marketing to reach consumers in the moment, wherever they are – whether walking through a shopping district, killing time in an airport, relaxing after dinner at a restaurant, or weaving through traffic… read more >

Mapping the Service Provider Landscape

Navigating the service provider landscape for customer experience success

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As customer expectations for superb and even unparalleled customer experience intensify, companies of all sizes, industries and locations are feeling the pressure to transform their businesses in ways that, even two years ago, weren’t urgent or on the radar screen. Now, as organizations are realizing the criticality of customer experience management (CEM), they are starting to… read more >

Free Developer Report

Innovative Programs for Developers Are Crucial to CEM Success

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As many companies have already learned the hard way, training programs that grow, enhance, and rebuild their developers’ skills are crucial for long-term success in customer experience management (CEM) initiatives. Enterprises can address these issues by implementing innovative programs that train inexperienced developers and reskill more seasoned developers in the deployment of new CEM technologies…. read more >

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Use Entity Modeling to Streamline Business Process Design and Development

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Over the past 10-15 years, organizations have made great strides in business process improvement by adopting business process management (BPM) suites as part of business transformation efforts. Why the great improvement? It’s because BPM suites separate business and process rules from the application code, making it easier and faster for business analysts and developers to… read more >

Free Developer Report

Transform Insights, Improve Operational Excellence, and Delight Customers with Extended ECM

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Digital content delivers no value to businesses and consumers if it just sits on a shelf—physical or virtual—waiting for someone to find it. But a “shelf” is precisely where much unstructured information remains, robbing businesses of essential insights into their customers and business processes, and blocking key inputs to business decisions and actions. Connie Moore… read more >

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