SDL Innovate, San Francisco 2014
June 11–12, 2014, San Francisco, CA, USA. Customer Experience Trends in Documentation, Tim Walters, Ph.D. Event website: SDL Innovate, San Francisco read more >
DCG research and articles about: customer experience management
Beyond Quadrants and Waves: Assessing Service Provider Approaches to Customer Experience
At Digital Clarity Group, we are often asked whether we compare the companies we cover against each other, using ratings, rankings, or other comparison measures. When we answer “absolutely not,” reactions tend to range from relief to head-shaking disappointment, sometimes paradoxically within the same person. This goes to show how immensely powerful such ratings have… read more >
Home sweet CEM home
Customer experience management (CEM) is quickly becoming a primary focus for companies looking to garner, gain, and keep market share. What many of these organizations are missing is the value of beginning their CEM strategy at home, with their employees. New research from Aon Hewitt suggests that employee engagement levels and employee perceptions of their… read more >
Digital Clarity Group Releases Guide to European Agencies and Integrators for Web Content and Customer Experience Management
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 >
Principles of Holistic Information Governance – An Introduction
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 >
J.Boye Web & Intranet Conference
May 6–8, 2014, Philadelphia, PA, USA Keynote: Making Customer Experience Management Real, Tim Walters The Tools, Team and Tactics Needed to Compete in An Outside-In World, Scott Liewehr and Cathy McKnight Customer Experience Management – Starts at Home, Cathy McKnight Expert Panel Discussion Web Idol Event website: J.Boye’s Web & Intranet Conference read more >
Finding Your Needle in the CMS Haystack: Five Keys to Selecting the Right CMS Technology and Service Partners for Your Organization
March 2014, webinar Presented by Cathy McKnight, moderated by Mary Laplante. read more >
Blindness and Insight: Ignore the CEM Imperative At Your Peril
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 >
Video: A few more 2014 predictions
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 >
The Top Inconvenient Truths and Dangerous Misconceptions about Customer Experience Management
February 2014, webinar. Presented by Tim Walters, moderated by Mary Laplante. read more >
