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DCG research and articles about: customer journey

Webinar: The GDPR Evolution: How Savvy Marketers Will Survive and Thrive

10:00 am ET / 3:00 pm GMT

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What does data-driven marketing look like in a GDPR world? In the run-up to the 25 May 2018 compliance date, savvy marketers are formulating their answers to that question and preparing to execute. Not there yet? Just pulling your head out of the sand of denial? Want to make sure your new marketing practices are on track for compliance? This webinar provide insight and guidance that will help you move forward, no matter where you are on the path to readiness.

While the GDPR introduces significant changes for data security and compliance, it also compels marketers to forge new and stronger interactions with consumers built on trust, active engagement and mutual benefit. Join Tim Walters, Digital Clarity Group’s principal analyst for privacy and personal data security, and Blane Sims, Chief Innovation Office at Signal, as they explore both the obstacles and opportunities the GDPR presents. They offer compelling and actionable insights into how the GDPR impacts marketers’ ability to connect with customers in meaningful ways, how existing data and systems can be leveraged to ensure compliance now and in the future, and how the GDPR can bring privacy, customer experience, and marketing teams together to execute more relevant customer journeys.

Please see DCG’s GDPR resource page for reports, blog posts, videos, and podcasts that describe issues, challenges, and opportunities. If you’re unsure about how the GDPR impacts your organization’s marketing, data, CRM, and translation practices, contact us and we’ll connect you with experts who can help.

Delighting customers doesn’t always require a huge investment and massive effort

I just got this handwritten postcard from my mail order pharmacy (see below). It put a smile on my face and left me impressed that the company and this individual would take the time to reach out in such a personal manner. It’s just one of many steps the firm has taken to ensure that… read more >

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Retailers turn to customer journey strategies for business transformation

Ever since the Web burst onto the scene in the early 1990s, with Amazon close on its heels in 1994, retailers have tried – and too many times failed – to staunch their declines in revenues and bottom lines. Fighting back trends ranging from stagnation to perilous decline, retailers have tested and launched a plethora… read more >

DCG Phram Customer Journey map

Customer Journey Maps: A path to innovation and increased profits

“What is a customer journey map?” would seem to be a fairly self-explanatory question. A customer journey map is a diagram/infographic/flowchart the depicts the steps customers go through to engage with a company. Journeys can show the path to buying goods or services or gather information. Simple, right? Not so fast. Sure, a customer journey map is a… read more >

INTERNAL versus EXTERNAL directional signs

Is your firm ready to transform digital inside and digital outside?

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 >

Customer Journey Mapping

Customer journeys are the key to CEM

Do you know your customers? Do you know what they want, or can you anticipate the information they are trying to seek out? Of course, the answer to this question should be a resounding “yes” but often, organizations respond with a lackluster “I don’t know” instead. The consequences for your brand and organization? Abysmal. Digital… read more >

Drilled_hole

Four predictions prescriptions for CEM clarity in 2015

[Note: This is a long one – but worth it! So get your beverage of choice and settle in.] Admit it. You overindulged during the holidays. Oh, I don’t mean the liquor and libations, the decadent deserts, the game day gorging – after a long, strange 2014, you deserved all of that, and more. I’m… read more >

Digital Clarity Group

DAM essential to customer journey

Content is an essential element to today’s marketer. A study by the CMO Council on B2B Content Marketing reports that the most important characteristics of valuable content are the breadth and depth of the information (47%), ease of access, understanding and readability (44%) and originality of thinking and ideas (39%). CMI research shows that 86% of B2C… read more >

Free Developer Report

Beyond Marketing: Why Digital Disruption Requires a Deeper Transformation

The forces of digital disruption have toppled established business models, magnified the significance of digital channels and competences, and initiated the “customer-centric era.” CMOs and their marketing organizations would seem to be ideally positioned to lead organizational response, as they typically own the customer relationship and have developed sophisticated methods for understanding and communicating with… read more >

Digital Clarity Group

Signal’s Customer Day

Sept 25, 2014, Chicago, IL, USA. 5 Things You Can Act Upon Today To Optimize Your Customer’s Journey – by Hollis Thomases read more >

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