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DCG research and articles about: CEM

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Digital Clarity Group Releases Guide to European Agencies and Integrators for Web Content and Customer Experience Management

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Advisory firm brings global perspective to its unique coverage of the WCM and CEM service provider landscape NEW YORK  –  Digital Clarity Group (DCG), the research-based advisory firm focused on customer experience management (CEM), announced the immediate availability of the European edition of its popular Guide to Service Providers for Web Content and Customer Experience… read more >

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Principles of Holistic Information Governance – An Introduction

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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 >

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The Peet’s – Razorfish Deal is the Future of CEM Partner Strategy

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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 >

Digital Clarity Group

Where CEM and Information Governance Meet

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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 >

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Blindness and Insight: Ignore the CEM Imperative At Your Peril

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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 >

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Video: A few more 2014 predictions

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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 >

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The Top Inconvenient Truths and Dangerous Misconceptions about Customer Experience Management

February 2014, webinar. Presented by Tim Walters, moderated by Mary Laplante. read more >

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Service Provider Consolidation in 2014: It’s Happening, So Get Ready

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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 >

Free Developer Report

The CEM Imperative: Customer Experience in the Age of the Empowered Consumer

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The ability to effectively manage relationships with prospects and customers can make or break an organization. Unfortunately, there is currently no “one-size-fits-all” solution to managing these experiences, which means Customer Experience Management (CEM) is hard, complicated, and very new. In this Insight Paper, Tim Walters makes the case for CEM by explaining that empowered customers,… read more >

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