Introducing a new DCG Insight Paper, “The Need for Integrated Customer Experience Management” A funny thing happened on the way to the customer experience revolution. For nearly a decade, brands, vendors, and service providers alike have sworn allegiance to the goal of improving customer experiences in order to attract and retain increasingly empowered and fickle… read more >
Web content management (WCM), where a marketer’s content lives and breathe, is king of the martech stack. Content, while it has always a key component of a marketer’s court, its prominence and power notched up in rank when it became the central component of delivering upon the promise of a great customer experience. The new drive… read more >
For nearly a decade, brands, vendors, and service providers alike have sworn allegiance to the goal of improving customer experiences in order to attract and retain increasingly empowered and fickle consumers. And yet, major international surveys recently found that consumers are less satisfied with the experiences they are offered. Despite all of the effort and… read more >
The rush to SaaS (Software as a Service) business models — by traditional enterprise software companies and start-ups alike — has been revolutionary in both the speed of the shift and the impact it is having on technology. The first promise to buyers is a move toward simple monthly subscription pricing and away from complex… read more >
This past week I spent time with new CEO Chuck Robbins and SVP of the Global Partner Organization Wendy Bahr at the Cisco Partner Summit in San Diego. What I wanted to learn about was how Cisco is shifting its channel to embrace digital transformation opportunities. Specifically, how they are shifting the channel from a… read more >
E-Commerce Round-Up covers major recent events and news from the past month in the e-commerce world, and provides a brief analysis of what they mean. This month’s Round-Up covers Snapchat’s content and commerce plans and the potential for social commerce; how Nordstrom’s recent financial results highlight the cost of going multichannel; and Stripe’s new product… read more >
In this CMS Insider segment of CMS-Connected, I provide some thoughts about SDL’s announcement that they plan to divest parts of their marketing suite (Campaigns, Social, and FredHopper). I’m bullish on this move, and I say “it’s about time” that they stop playing copy-cat. The question, in my mind, is whether or not they will… read more >
Drawing upon several years of ongoing research, Digital Clarity Group has identified the ten core competencies that every organization needs to deliver world-class customer experience. The competencies serve as a framework for assessing the capabilities you have within your organization, and then identifying what’s missing. Armed with knowledge about your competency gaps, you can seek out… read more >
I’m attending the SAP Hybris Summit in Munich, Germany this week. Executives spent much of the opening keynote painting a vision for their plans to support holistic customer experience (my words), including marketing, ecommerce, customer service, customer support, billing, and more. You can find more information about those announcements from the various journalists covering the… read more >
April 14, 2016 at 06:00 am PT / 09:00 am ET / 02:00 pm GMT. Online webinar with Tim Walters and Serge Huber read more >
