In the spirit of sharing the and helping others in 2015, Digital Clarity Group has made a donation of $500 USD to UNICEF on behalf of all those who shared with us their holiday spirit. UNICEF is dedicated to supporting children in need around the world… read more >
To mark the publication of a new Digital Clarity Group Insight Paper, “The New Role for Documentation in the Era of Customer Experience Management,” consider this historical tale. Although we now date the early 15th-century as the dawn of the Renaissance, Europe at the time was still more medieval than modern… read more >
Virtually overnight, consumers empowered by mobile devices, social platforms, and ubiquitous connectivity have forced organizations of all types to come to terms with customer experience management (CEM). Customer experiences are usually multi-event and multichannel, and they typically involve multiple departments or teams. Successful CEM, therefore, requires organizations to abandon the traditional “touchpoint” approach to managing and measuring customer… read more >
At Digital Clarity Group, attending and speaking at industry conferences is part of our job, so we are not easily impressed. Yet, this year’s J. Boye Aarhus 2014 met and exceeded our expectations. The event brought together nearly 300 delegates from 15 countries. World-class speakers such as Bebo White, Rose Cameron, Eric Karjaluoto, James Cannings,… read more >
December 9, 2014. Online webinar with Tim Walters. read more >
Getting the customer experience right for crossborder e-commerce is the next challenge for retailers. How the customers engage with the retailer — if they can do it via an elegant and user-friendly web interface, conduct transactions in their own language, pay the way they want to, and get the goods they want in compliance with… read more >
As I write this I’m on the way to the Global Drucker Forum in Vienna. In honor of Peter Drucker, this fifth annual gathering brings together the bigs and the wigs of management consulting and practice, including Clayton Christensen, Gary Hamel, Rita McGrath, and John Hagel III. Can management manage its own Great Transformation? The… read more >
In the customer-centric era, success will come to those who can truly put the customer — not tools or technologies — at the center of everything they do. Organizations should carefully evaluate how they can help marketers optimize the core web channel and remove barriers to success, such as time-consuming implementations, long delays to launch… read more >
Content is an essential element to today’s marketer. A study by the CMO Council on B2B Content Marketing reports that the most important characteristics of valuable content are the breadth and depth of the information (47%), ease of access, understanding and readability (44%) and originality of thinking and ideas (39%). CMI research shows that 86% of B2C… read more >
For many marketing executives in the mid-market, digital disruption is the “Justin Bieber” of business: popular enough that they have to pay attention – but annoying enough that they wish they didn’t have to. One CMO at a large publishing company told me recently, “I know we’re supposed to innovate and create this technology-driven change,… read more >
