In this talk, presented at NASSCOM’s India Leadership Forum in Mumbai, India, Scott Liewehr emphasizes that the recipe for effective digital transformation is a blend of front office (Digital Outside) and back office (Digital Inside) focus. As Connie Moore indicates in her report, Transform Customer Experience and Operational Excellence By Going Digital Outside and Inside, most… read more >
Tim Walters told me that some organizations realize they need to step back and rethink their strategy, and then there are others that may not realize it, but should. There are two key indicators something isn’t right about CEM: Organizations are approaching CEM wrong. Yes, we’ve been doing CEM for what feels like forever (at… read more >
Scott Brinker’s famous marketing technology “super graphic” has charted the explosive growth of that software landscape, from about 100 vendors in 2011 to nearly 1900 in 2015. The stunning increase in vendors and software solutions is evidence of several undeniable trends, including the digitization of marketing and the consumer expectation for improved customer experiences (CX)…. read more >
This week I’m at PEX Week in Orlando, which is the conference for business process transformation and operational excellence. And its bookend conference, PEX Week in London, is the place to be in Europe if you are deeply into process excellence or process transformation. A cursory glimpse at random session titles from the Orlando agenda… read more >
Much research points to the failure of first-generation customer experience management (CEM). DCG believes that there are several interrelated factors at work, including senior management that proclaim the strategic importance of CX but do not back it up with adequate budgets or resources, as well as their tendency to treat customer experience management as a… read more >
Connie Moore’s important analysis sets the stage for rethinking – and restarting – customer experience management practices and initiatives in 2016. In spite of much hard work and significant investment over the past decade, many companies are struggling with their customer experience management (CEM) initiatives. Executives admit that they see gaps between their vision and… read more >
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 SAP hybris’ latest DAM integration with CELUM, as well as Canto and inMotionNow partnering up to bring much needed workflow to the process of digital… 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 the struggle of retailers like Macy’s, Nordstrom, and Target to transition to multichannel, Zalando’s ambitions to become a technology company, and strong growth at Latin America’s… read more >
The word “customer” in customer experience management reminds us that delivering great experience during the post-sales stage of the relationship is essential to creating loyalty and advocacy. But engaging customers (versus prospects) requires so much more than implementing a customer relationship management system for storing information, as my colleague DCG Principal Analyst Johan Jacobs points… read more >
Organizations today face an all-too-common digital challenge: trying to provide great experiences that delight a customer and bring him or her back for more. At the same time, customer expectations are sky high, whether your organization is an SMB or large enterprise, whether you’re in regulated industries or services, or even whether you’re in the… read more >
