In this report, Connie Moore offers unique insights into customer journey strategies and journey mapping practices that can be leveraged for better customer experience in the pharma sector. Marketing is already challenging for pharma companies. Pharma continues to spend the lion’s share of its marketing dollars to reach patients via broadcast advertising and print. Direct-to-consumer… read more >
Data is the currency of today’s increasingly digital economy — the coin of the digital realm. Data reveals consumers’ needs and desires and makes it easier for brands to more quickly respond with the appropriate message, offer, or product. When data is currency, it seems to follow that firms should collect as much of it as… read more >
A Guide to Getting it Right with Digital Asset Management Metadata You may be thinking: We have gotten this far without paying attention to metadata; is it really that important? The answer is an emphatic yes! Without a metadata schema and strategy specifically designed and implemented for your organization the risk of mistakes due to… read more >
A Guide to Getting it Right with Digital Asset Management Workflows Successful planning, implementation, and communication around workflow configuration will make or break the adoption of a new Digital Asset Management system. Created by Cathy McKnight, this Guide is for all team members involved in the process of digital asset management (DAM). Whether you are… read more >
Contact center and VOC (Voice Of the Customer) leaders are on a permanent quest for customer feedback, typically from email and phone surveys. But in an age of empowered consumers, traditional sources may be inadequate and seem outdated. Today’s leaders not only need to gather effective, quantitative inputs by asking customers for feedback, but also… read more >
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 >
Did you know that selecting the wrong vendor or services partner could put your company at risk of violating customer data privacy regulations? It’s true. The provisions for data protection by design (DPbD) effectively require that controllers and processors – that is, your company – may work only with vendors and service providers with… read more >
A headless content management system (CMS) is a contemporary solution to the inexorable demand for content anywhere and everywhere. Offering a value proposition aligned with this demand, headless systems are now popping to the top of buyer short lists during technology selections. This new report from Digital Clarity Group explains why. A headless CMS features… read more >
Every day, organizations launch one or more customer experience initiatives to speed their firms toward digital transformation, often without fully appreciating that the business culture will invariably morph – with or without guidance – and employees will need to work differently once new projects are completed – with or without effective training. By overlooking… read more >
If customers are king, then understanding the journeys they choose to take with our organizations is highly strategic for sustainable success. But creating multiple journeys without a journey strategy can still deliver disjointed customer experiences. This short-sighted approach guarantees that journey mapping will have a negative rather than positive impact on efforts to improve customer… 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.