Mobile, always-on internet access, and social platforms have empowered consumers by making information open, sharable, and ubiquitous. But if the web and other digital channels still consisted exclusively of text and small, grainy photographs — ala 1997 — it’s unimaginable that we would be talking of the imperative for every company and brand to offer compelling, engaging experiences. Rich media… read more >
In order to understand the role of rich media in customer experience, just recall how the web looked in the mid-1990s. Constrained by crude content management systems, expensive storage, and above all, by dial up modems, web sites were dominated by text. Photographs were small, low resolution, and rare — in 1996, even the home page… read more >
“Who owns the customer?” is a question that commonly arises in discussions about customer experience management at conferences and in online forums. Some say marketing, others say customer service, still others name other departments and functions that traditionally have the most regular direct personal contact with customers. While any organizational initiative needs to have some degree of executive sponsorship and governance; this… read more >
In the last few years, customer experience management (CEM) has evolved from being a topic mostly used among marketers to occupying center stage in strategy discussions among C-suite executives. As customer experience initiatives move from strategy to execution, they require the participation of a range of practitioners. These practitioners include individuals in IT, administration, and… read more >
September 9, 2015. London, UK. Digital Clarity Group CEM Master Class. The What, Why, and How of Delivering World-Class Experience by Scott Liewehr read more >
Each month, we put together a topical list of new & noteworthy happenings in the world of Service Providers. Look for information about digital agencies, creative shops, systems integrators, consulting firms, and everything in between. Here’s what’s been happening in the World of Service Providers – and why it matters – for the month of June,… read more >
July 29, 2015. Chicago, IL, USA. Digital Clarity Group CEM Master Class. The What, Why, and How of Delivering World-Class Experience by Scott Liewehr read more >
July 22, 2015. Boston, MA, USA. Digital Clarity Group CEM Master Class. The What, Why, and How of Delivering World-Class Experience by Scott Liewehr read more >
A flurry of agency reviews has been stealing the headlines over the past few months. Volkswagen, Mondelez, and Coca Cola are among some of the companies who are undergoing reviews of their media agencies and agencies of record. Then there are others – like Best Buy – who are ditching the ‘agency of record’ concept all together…. read more >
It’s that time of year where it seems like everyone in the known universe and beyond is either organizing conferences, preparing to exhibit or speak at them, or attending them. Accompanying the raft of conferences are announcements and press releases galore, and one in particular from the #IRCE15 event taking place in Chicago this week caught… read more >
