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DCG research and articles about: CXM

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Dating and love and CEM

Remember dating in high school? All the cliques; the cool kids, band geeks, jocks, punks, gamers, stoners, artsies, metal heads, etc.  If you were part of one clique or in the fringe, it was difficult if not impossible to get to know, let alone date, someone in another clique. Dating at university, while not as… read more >

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CEM success starts with employees

Customer experience management (CEM) is quickly becoming a primary focus for companies looking to garner, gain, and keep market share. What many of these organizations are missing is the value of beginning their CEM strategy at home, with their employees. Research from Aon Hewitt suggests that employee engagement levels and employee perceptions of their overall… read more >

Security breaches shatter customer trust

Handle with care: customer trust can be fragile

Companies that luxuriate in customer trust are the envy of CEOs, customer experience execs and CMOs everywhere. Customer trust doesn’t spring up overnight and it can’t be bought by money alone.  Instead, trust builds, layer upon layer, each time a customer engages favorably or exceptionally with his or her supplier, and deepens each time a… read more >

What you can't see, you can't hack.

What Customer Experience Leaders Need to Know Now About Cybersecurity

I recently interviewed Juanita Koilpillai, a cybersecurity expert who is the CEO of Waverley Labs (a cybersecurity software and services firm) and co-founder of the Digital Risk Management (DRM) Institute (a nonprofit seeking to expand knowledge about cybersecurity risks.) She identified two important, nascent trends for 2017: • Cybersecurity collaboration. In forward-looking companies, the lines of… read more >

Customer Experience

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

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 >

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Great customer experiences require more than streamlined processes and new technology

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 >

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Step-by-step is the best approach to a successful technology selection

Like so many things in life, taking the time to plan “it” out – whatever “it” is – almost always leads to a more successful outcome. In the case of a technology and implementation partner selections, it is an absolute that the selected partner(s) will be a better fit if the decision is made in… read more >

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What Does “The medium is the message” Mean for Customer Experience?

It’s just five simple words. The medium is the message. Most of us send dozens of messages every day, in email, Twitter, Facebook, and SMS. And we all know that, along with TV, radio, theater, and print, those are all examples of media. After that, all that remains in the medium is the message is… read more >

Digital Clarity Group

Transforming the Channel – The Cisco Way

This past week I spent time with new CEO Chuck Robbins and SVP of the Global Partner Organization Wendy Bahr at the Cisco Partner Summit in San Diego. What I wanted to learn about was how Cisco is shifting its channel to embrace digital transformation opportunities. Specifically, how they are shifting the channel from a… read more >

Digital Clarity Group

Will SAP Hybris’ partner ecosystem support its shift into holistic Customer Experience Management?

I’m attending the SAP Hybris Summit in Munich, Germany this week. Executives spent much of the opening keynote painting a vision for their plans to support holistic customer experience (my words), including marketing, ecommerce, customer service, customer support, billing, and more. You can find more information about those announcements from the various journalists covering the… read more >

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