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DCG research and articles about: customer experience management

Digital Clarity Group

Successful Technology Implementation Requires Buyer Preparation

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What are the ingredients for a successful technology implementation for customer experience management? Obviously, selecting the right technology is important. And yet, with all the high-quality technology choices available, an astonishingly high number of technology implementations fall short of success. The Standish Group, a research firm that tracks the state of the software development industry, found in a survey of 50,000 IT… read more >

Digital Clarity Group

More Than Digital Day

October 6, 2016. Brussels, Belgium Analyst speaking: Tim Walters Event website: MTTD 2016 read more>

Customer Journey Mapping

Customer journeys are the key to CEM

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Do you know your customers? Do you know what they want, or can you anticipate the information they are trying to seek out? Of course, the answer to this question should be a resounding “yes” but often, organizations respond with a lackluster “I don’t know” instead. The consequences for your brand and organization? Abysmal. Digital… read more >

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Digital Asset Management Round-up, June 2016

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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 Veeva’s DAM solution for Life Sciences, EPAM and ADAM software’s new accelerator, MediaValet’s recent integration with Office 365, and congratulations to this year’s CODiE DAM crown winner…. read more >

Digital Clarity Group

Salesforce Pays $2.8 Billion For Demandware, Joins Commerce Arena

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Big news in the customer experience management (CEM) world today with the announcement that Salesforce is acquiring Demandware for $2.8 billion. That’s a whopping multiple on Demandware’s revenues of $237 million reported for FY 2015 (of which 84% was from subscriptions)  and considering the company is not profitable. Was this a good move? In some… read more >

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What Does “The medium is the message” Mean for Customer Experience?

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It’s just five simple words. The medium is the message. Most of us send dozens of messages every day, in email, Twitter, Facebook, and SMS. And we all know that, along with TV, radio, theater, and print, those are all examples of media. After that, all that remains in the medium is the message is… read more >

Free Developer Report

A Flurry of Private Equity M&A in Content Management Hits the CEM World

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The CEM (customer experience management) world has experienced a number of content management system (CMS) mergers and acquisitions, with whispers of others on the way. The acquisitions of Sitecore, Episerver, and Ektron by private equity firms are the most prominent recent examples. This activity will only increase over the next year or two, and the… read more >

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Adobe and Livefyre, engaged to be married

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Earlier this week Adobe announced it was taking its relationship with Livefyre, the cloud-based content marketing and engagement platform, to the next level by acquiring the firm for an undisclosed amount. The acquisition, expected to officially close in the coming months, will enable Adobe Marketing Cloud customers to increase their content velocity by integrating real-time,… read more >

Digital Clarity Group

Digital Clarity Group Research Shows Higher Education Institutions At Risk with Slow Shift to Customer Experience Management

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April 28, 2016, New York – Digital Clarity Group (DCG), the award-winning research and advisory firm focused on customer experience management (CEM), today released new insights on the state of digital engagement in higher education. The analysis, based on original research conducted by DCG, has been published in a new report entitled Digital Transformation in… read more >

Free Developer Report

Digital Transformation in Higher Education: How Content Management Technologies and Practices Are Evolving in the Era of Experience Management

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The forces of digital disruption are radically altering how customers access and consume information, communicate and socialize, and shop and purchase. Connected devices, social networks, cloud services, and other innovations have essentially inverted traditional relationships between buyers and sellers, customers and brands – including students and schools. In this study Digital Clarity Group explores how… read more >

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