The other night my husband and I saw American Made, the recent movie starring Tom Cruise as a rogue pilot who gets enmeshed with drug cartels. It was an energetic, fast-paced, entertaining movie that we both enjoyed. Funny thing, though. The first comments that both my husband and I made to each other when walking… read more >
DCG research and articles about: digital transformation
Meet Jill Finger Gibson and Scott Liewehr at this year’s Sitecore Symposium, the company’s annual customer and partner event set for October in Las Vegas, Nevada, USA. This year’s theme is “Drive Your Digital Destiny.” The main conference program is organized around three tracks — developer, marketing, and strategy. Pre-conference workshops cover a variety of technical topics, including headless CMS systems and Sitecore Commerce. The Partner Theater comprises sessions delivered by Sitecore partners on topics such as best practices for deploying Sitecore on Cloud to harnessing the power of AI. Keynote speakers include actor Mark Hamill; author Jay Baer; and senior editor for data and digital at The Economist Kenneth Cukier.
DCG analysis relevant to topics covered at Symposium includes Jill’s report entitled “Go Live” is Just the Beginning: Digital Transformation Requires a New Approach to Technology Implementation, introduced in this blog post. This report entitled From Projects to Solutions: Accelerating Web Development for Customer Experience, by Tim Walters, will be of interest to tech leads and their digital partners. Five Crucial Lessons Learned in Content Management System Selections by Connie Moore is based on original research conducted specifically for the report.
Contact us to arrange a time to meet with Scott or Jill at Symposium, or if you’d like to set up a call prior to meeting onsite.
In early 2017, we declared that operational excellence (BPM) practitioners and customer experience (CX) experts would join forces this year to transform the business, starting from initial customer interactions and then going all the way through to back office operations that support those customer interactions. It was a powerful statement, especially since the project teams… read more >
Meet Scott Liewehr at the fall CMO Insight Summit, an executive forum for chief marketing officers and digital leaders who want to share their experiences and learn from their peers. The Summit explores topics such as getting ahead of the curve with an effective digital strategy, delivering a seamless and cohesive brand experience across traditional and digital channels, and driving results through effective storytelling. The keynote speaker is Rahul Khanna, global head marketing negotiations for Uber. Delegates represent leading brands including Tyson Foods, Starbucks, Bacardi, and Beachbody. The Summit takes place at the Fairmont Mayakoba, Riviera Maya, Mexico.
Scott will moderate a round table that kicks off the Summit on the evening of day one. He’ll also present a workshop on key issues that leaders must consider when engaging and managing partners for successful digital transformation. He includes insights from voice-of-the-customer feedback on partner performance, gathered from global marketing technology buyers.
Contact us to arrange a time to meet with Scott onsite or to connect in advance of the Summit. Reports relevant to the topic that Scott will address include Go Live is Just the Beginning: Digital Transformation Requires a New Approach to Technology Implementation and Five Types of Customer Experience Management Service Providers.
Over the past six months, I’ve had an opportunity to participate in an exciting project related to business transformation, business process management (BPM), Lean, Six Sigma, and operational excellence. Roger Tregear, a Consulting Director with Leonardo Consulting in Australia, has just published Process Precepts, a collaborative book that also includes contextual contributions by sixteen… read more >
Meet Connie Moore and Cathy McKnight at OpenText Enterprise World 2017 in Toronto, Canada. The event includes product training and workshops, a partner summit, product and developer labs, and an expo area showcasing solutions and partners. The main conference is organized around two tracks: a user track focused on OpenText solutions, and an industry track focused on trends and issues in financial services, life sciences, public sector, energy, and engineering industries. Customer speakers represent organizations such as the Smithsonian Institution, Alberta Energy Regulators, the Los Angeles County Department of Human Resources, BMO Financial Group,and the University of Waterloo. Celebrity keynoter is hockey superstar Wayne Gretsky.
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 >
5:00 pm ET
Connie Moore presents on the topic of Digital Transformation on the Inside and Outside of the Enterprise at the May meeting of AIIM’s National Capitol Chapter in Washington, DC.
An unending deluge of structured and unstructured information pushes business and government organizations to ditch their old, outdated ways of working. On the outside, they must now open multiple channels to capture the ever rising amounts and types of data submitted by customers in an effort to become fully digital. On the inside, enterprises are concerned with internal efficiency and advances in operational excellence in their rapidly changing industries. During this unique session, Connie will draw on extensive research to explain how organizations have successfully transformed their businesses by going digital outside and inside. Attendees will learn how to develop a digital strategy based upon their core competencies in emerging technologies, information management and process transformation.
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 >
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 >
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.