To be successful in sales takes a special je ne sais quoi. Whether you have that special skill or not, and whether you are transacting on technology, shilling services, or pitching products, if you don’t know, and I mean really understand, your target audience, your likelihood of success is significantly diminished. Most people understand the importance… read more >
The largest global agency holding companies – Dentsu Aegis, IPG, Omnicom, Publicis, and WPP – are competing more fiercely than ever in the face of multiple challenges. Three of the biggest challenges include downward pricing pressure for services, clients investing in building in-house agencies to replace external partners (i.e. Unilever), and increasing competition from systems… read more >
Last week I attended and chaired a panel at the AIIM Executive Leadership Council in Washington, D.C. Attendees were drawn from the AIIM board, visionaries and thought leaders working in the information management space, and senior executives from some of the leading information management vendors. The event’s purpose was to identify emerging technologies and markets… read more >
Is your company its own worst enemy when it comes to delivering great experience? Your ability to engage and delight customers and prospects may be falling short because you’re tripping over your own organizational feet. Perhaps it’s time to take strategic action on change management. At DCG, we believe so strongly in the value of… read more >
It’s increasingly difficult for companies to get good response rates when they ask customers for feedback. Many buyers are tired of being “invited” to participate in surveys at the end of telephone calls or chat sessions, or of being surveyed at the point of sale, or asked to log onto the website at the bottom of… read more >
The hype surrounding artificial intelligence (AI) in today’s marketplace cannot be overstated. Most of the excitement is just that—hype and hot air, plus a whole lot of confusion about what AI actually encompasses. Whether it’s 1) voice-driven assistants such as Alexa and Siri, 2) chatbots that engage with customers, 3) robotic process automation (RPA) that… read more >
The race to create more global digital agencies continues apace as established agencies and consultancies continue to snap up smaller independents around the globe. Just this week, I received a message about Wunderman, a subsidiary of holding company WPP, buying a Spanish agency called The Cocktail (and surely I’m not the first person to wonder why it… read more >
We first published our report Transform Customer Experience and Operational Excellence By Going Digital Outside and Inside in September 2015. The topic has only become more relevant since then, as senior leaders and executives continue to experience performance fall-out when external transformation and internal transformation initiatives aren’t connected. I’ll be presenting on digital outside and inside, in… read more >
In part one of this epic tale, we addressed the elephant in the content team room: governance. In this, part two, of the content governance tale, let’s look at building a team that will help ensure the right content, gets to the right channel, at the right time, to meet the needs of its audiences…. read more >
Companies that grow by acquisition can be difficult to understand, particularly if lots of different products are bought from multiple sources over a sustained time period. (Take OpenText, for example.) Lexmark Enterprise Software is one such company, having taken several steps to get into–and now out of–enterprise software. With Lexmark International itself under new ownership,… read more >
