The notion that book titles and covers aren’t always a true representation of what’s inside came to mind when we posted a new DCG Insight Brief on trust and smart data. Recorded use of the idiom “you can’t judge a book by its cover” goes back to the mid-19th century, according to the folks at… read more >
Author Archive | Mary Laplante
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 >
The business rationale for developing a journey mapping practice is straightforward and easy to understand. What organization wouldn’t want to take the guesswork out of delivering great customer experience, every time, all the time? What organization wouldn’t want to remove points of friction with customers and prospects, engaging rather than frustrating them? Perhaps less well… read more >
This post is about two of my favorite topics: money and product content. Specifically, it’s about how an organization can make more money by leveraging product content to engage prospects and customers. If you think that product specifications, technical documentation, how-to-install and -use videos, even product packaging are only for post-sales customer support, well, it’s… read more >
DCG team members talk money in two webinars on March 1. Tim Walters shows you how to avoid paying big fines when the General Data Protection Regulation (GDPR) goes into effect in May 2018. How big? Fines can range up to €20 million or 4% of a company’s global annual turnover – whichever is greater…. read more >
If so, DCG has two webinar resources that will help you and your fellow stakeholders get started. The shift from inside-out to outside-in approaches to customer experience management (CEM) is fueling interest in journey strategies and the practice of journey mapping. Enabling the journey that the customer wants to take is the key to attracting,… read more >
DCG had a seat at the table when 14 senior leaders and managers from 11 prestigious universities in the UK met in London recently. Acquia and Manifesto Digital, contributing sponsors for our research on the state of digital transformation in higher education, set the scene by hosting a round table discussion at the Covent Garden… read more >
November 15, 2016. London, UK Analyst speaking: Tim Walters Event website: Episerver Ascend Europe read more>
October 6, 2016. Brussels, Belgium Analyst speaking: Tim Walters Event website: MTTD 2016 read more>
Sept 14-16, 2016. New Orleans, LA USA Analyst speaking: Jill Finger Gibson, Tim Walters, Scott Liewehr Event website: Sitecore Symposium 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.