The amount of information created each day is enormous, and it continues to outstrip the abilities of workers to process incoming requests and information submitted from customers and prospects, and for sales, service, support and finance to fulfill those requests internally. This unending deluge of structured and unstructured information pushes organizations to ditch their old, outdated… read more >
Digital Clarity Group’s DAM round-up condenses and consolidates some of the digital asset management industry’s most topical news and happenings from the past couple of months. This edition’s round-up covers SAP hybris’ latest DAM integration with CELUM, as well as Canto and inMotionNow partnering up to bring much needed workflow to the process of digital… read more >
The word “customer” in customer experience management reminds us that delivering great experience during the post-sales stage of the relationship is essential to creating loyalty and advocacy. But engaging customers (versus prospects) requires so much more than implementing a customer relationship management system for storing information, as my colleague DCG Principal Analyst Johan Jacobs points… read more >
Organizations today face an all-too-common digital challenge: trying to provide great experiences that delight a customer and bring him or her back for more. At the same time, customer expectations are sky high, whether your organization is an SMB or large enterprise, whether you’re in regulated industries or services, or even whether you’re in the… read more >
Software enabling customer experience management (CEM) is in high demand as businesses of all sizes, locations, and industries push to adopt commerce, customer analytics, customer relationship management (CRM) suites, marketing automation, and omnichannel customer experience (CX) tools to support their CEM initiatives. Potential buyers are easily overwhelmed when embarking on the CX path because they… read more >
December 1-3, Boston, MA, USA. Foundations for the strategic selection of a Service Provider partner, by Cathy McKnight Holistic Customer Experiences Require Fundamental Change, by Connie Moore Global Experience Management: Analyst Views on Trends and Practices, by Mary Laplante How to Integrate the Content and Commerce Experience, by Jill Finger Gibson Event website: Gilbane Content… read more >
Understanding a problem is the most crucial step in solving it. So wrote Clayton Christensen in his famous 2000 Harvard Business Review article, “Meeting the Challenge of Disruptive Change” (co-authored with Michael Overdorf). A legitimate response might be: “Well, duh.” The necessity to properly frame the problem before proceeding to the solution is the kind… read more >
Are you selecting an agency or a systems integrator for your WCM or CEM project? Digital Clarity Group covers 47 leading service providers in North America, and provides best practices for Service Provider assessment.
Are you selecting an agency or a systems integrator for your WCM or CEM project? Digital Clarity Group covers 45 service providers in Europe, and provides best practices for Service Provider assessment.
Ever wonder why the business process management (BPM) software market is so small? And more importantly, will it ever grow up? Or is BPM software perpetually stuck in the role of a small pup instead of running with the big dogs, like analytics, collaboration and content? According to Market Reports Hub, the BPM market will… read more >
