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DCG research and articles about: engagement

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Information fuels the process engine for today’s digital business

For decades, organizations have invested heavily in technologies that automate business processes, manage unstructured content, and track crucial customer and product data. For example, ERP, CRM and a litany of other enterprise suites, plus content and data management technologies, websites and digital channels (and many more tools) — have helped organizations differentiate their products and… read more >

“Not-so-great” customer experience (or, when the back office lets you down)

Not too long ago, I posted a blog entry about how Briova used a simple but high-impact approach to provide a great customer experience.  Here’s the post:  Delighting customers doesn’t always require a huge investment and massive effort. The customer was me, and here’s what I liked:     I just talked with Briova yesterday,… read more >

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 >

Person using a futuristic head up display (HUD) interface screen with data and key performance indicators (KPI) for business intelligence (BI) analytics, concept about financial dashboard, technology and virtual reality (VR)

2017: Seven trends in adaptive case management (BPM) software

The WfMC excellence awards The Workflow Management Coalition (WfMC), a standards organization for workflow and business process technologies, recently announced the 2017 winners of its Adaptive Case Management Excellence Awards. I always look forward to these announcements (and the related BPM Excellence Awards) and the follow-on book because the winners demonstrate the best of the… read more >

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AI for customer experience: overhyped but ready for some roles

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 >

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 >

Employees Are on the Frontline with Customers

Do you hear what I hear? employee feedback about customers

Getting customer feedback is the rage in today’s business world, whether the industry is retail, transportation, consumer packaged goods, banking, telecommunications, government or something else. How many times have you bought something in a store, only to have the checkout clerk circle a URL and ask you to go to a website and provide feedback?… read more >

employees-working-in-open-office

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 >

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Stakeholders bring wisdom of the crowds

Whether it is a major platform selection and implementation or simply a refresh of an existing design or user interface, garnering the input, buy-in, and/or support of affected teams and individuals in your organization – your project’s stakeholders – is essential to your success. “Groups are only smart when there is a balance between the… read more >

GOT rulers

WCM, the favorite of all Marketing courtesans … for now

Web content management (WCM), where a marketer’s content lives and breathe, is king of the martech stack. Content, while it has always a key component of a marketer’s court, its prominence and power notched up in rank when it became the central component of delivering upon the promise of a great customer experience. The new drive… read more >

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