The future of the Chief Information Officer (CIO) within enterprises undergoing digital disruption has been a hot discussion topic for several years. Some of the questions that regularly surface and get debated in these discussions—both pro and con—include: As cloud and outsourcing continue to grow at a fast clip, and fewer in-house resources are needed… read more >
Author Archive | Connie Moore
Organizations today face an all-too-common digital challenge: trying to provide great experiences that delight a customer and bring him or her back for more. At the same time, customer expectations are sky high, whether your organization is an SMB or large enterprise, whether you’re in regulated industries or services, or even whether you’re in the… read more >
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 >
Technology and market research analysts who track the enterprise content management (ECM), business process management (BPM), case management, and information governance spaces awakened to a huge surprise last week—Dell was making overtures to buy EMC and EMC was just fine with that outcome. Really??!! This was a head snapping, attention grabbing news item if there… read more >
Ever wonder why the business process management (BPM) software market is so small? And more importantly, will it ever grow up? Or is BPM software perpetually stuck in the role of a small pup instead of running with the big dogs, like analytics, collaboration and content? According to Market Reports Hub, the BPM market will… read more >
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 >
October 19-21, 2015. Fort Worth, TX, USA. Keynote: Customer Engagement like never before by Connie Moore Event website: Hybris Americas Customer Days 2015 read more >
I’m delighted to announce that Digital Clarity group has expanded its coverage of CRM with the recent addition of Johan Jacobs, our newest Principal Analyst. Johan not only provides clients with deep knowledge and insight into CRM and customer care, but he also expands our footprint in Europe and Africa. You’re probably wondering, “did I… read more >
At a recent conference, one of the panelists made a startling comment about the future of work, which spurred me to immediately tweet the news: Connie Moore @cmooreclarity Cognizant information officer speaker at #appian15 says the future of work isn’t mobile, #social, cloud. it’s #drone, #wearable & #virtual If that’s really true, then we’re talking… read more >
At a recent business process management (BPM) conference one of the panelists made a startling comment about the future of work, which spurred an immediate tweet from the Digital Clarity Group analyst in attendance: Connie Moore @cmooreclarity Cognizant information officer speaker at #appian15 says the future of work isn’t mobile, #social, cloud. it’s #drone, #wearable… 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.