We are proud to announce that the European edition of Digital Clarity Group’s 2014 European Guide to Service Providers for Web Content and Customer Experience Management is out. Research for the Guide began in September 2013 and included: Identifying and connecting with over 150 service providers: advertising agencies, digital/interactive agencies, marketing communications agencies, and systems integrators… read more >
On March 20th of this year I wrote my first blog post as a member of Digital Clarity Group. In that post I mentioned the Principles of Holistic Information Governance (PHIGs) and how Information Governance and Customer Experience Management are inextricably linked. This post serves as an introduction to the PHIGs. In subsequent posts and… read more >
I’m hot off of perhaps the busiest four weeks of my career – traveling to a dozen cities, across three continents and speaking at no less than half a dozen conferences. The events ranged from traditional content management meetups such as the Intelligent Content Conference in San Jose, to big agency focused events such as… read more >
Although you might have heard about it on April 1, it’s no joke. As reported in this AdAge article, Peet’s Coffee & Tea and Razorfish have inked a deal whereby the agency’s compensation for services is entirely determined by the fate of Peet’s e-commerce profits. It’s a brave move by both companies, and it may… read more >
Warning: I sometimes often like to use anecdotes from my experiences to illustrate my points. Note: E-discovery refers to the tools and practices used to automate the review of electronic content for relevance in legal proceedings. This overly simplified definition will be relevant later in this post. Knowledge Management is defined as [insert your definition… read more >
Other than as a customer, I’m pretty new to the Customer Experience Management space. I did write a blog post about it some time ago, so I kinda, sorta, almost know what I’m talking about; feel free to read it if you wish. What I do have some mileage in is Information Management and Governance… read more >
Our latest Insight Paper, The CEM Imperative: Customer Experience in the Age of the Empowered Consumer, establishes that customer experience management is no longer an option, a nice-to-have, or a remote step in the five year strategic plan. On the contrary, the mobile and social empowerment of consumers makes CEM an inescapable, compulsory, and essential… read more >
Given that it’s the middle of February (can you believe it?), it’s a tad late to be making predictions for 2014, but I figured it would still be okay if I referenced 5, er 6, web content management (WCM) industry predictions I made last month on January’s episode of CMS-Connected. To cut to the chase,… read more >
Microsoft has an eye-popping $1.3 billion marketing budget, according to a recent AdAge article, and is now undergoing a strategic review of its agency relationships. The article noted that incumbents that will be vying for this business include Publicis (who in turn recently announced a merger with rival Omnicom), WPP, and Interpublic. One can only… read more >
For many analysts in our industry last week’s IBMConnect in Orlando marked the beginning of another year of vendor conferences filled with enthusiastic (sometimes overly) announcements of technological innovation, new services, and/or strategic acquisition(s) that in tow mean new technology and/or service offerings for the host company. And for the big guns, it also starts… read more >
