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DCG research and articles about: customer experience

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Navigating the Service Provider Landscape in Europe

We are proud to announce that the European edition of Digital Clarity Group’s 2014 European Guide to Service Providers for Web Content and Customer Experience Management is out. Research for the Guide began in September 2013 and included: Identifying and connecting with over 150 service providers: advertising agencies, digital/interactive agencies, marketing communications agencies, and systems integrators… read more >

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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 >

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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 >

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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 >

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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 >

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Service Provider Consolidation in 2014: It’s Happening, So Get Ready

Microsoft has an eye-popping $1.3 billion marketing budget, according to a recent AdAge article, and is now undergoing a strategic review of its agency relationships. The article noted that incumbents that will be vying for this business include Publicis (who in turn recently announced a merger with rival Omnicom), WPP, and Interpublic. One can only… read more >

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The CEM Imperative: Customer Experience in the Age of the Empowered Consumer

The ability to effectively manage relationships with prospects and customers can make or break an organization. Unfortunately, there is currently no “one-size-fits-all” solution to managing these experiences, which means Customer Experience Management (CEM) is hard, complicated, and very new. In this Insight Paper, Tim Walters makes the case for CEM by explaining that empowered customers,… read more >

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Where Have All the WCM Cowboys Gone?

Happy New Year. Here we are in 2014 and Web Content Management is in a funk. Yep, I said it. The entire sector is in danger of becoming an afterthought.  Ask yourself a question: when was the last time a WCM solution provider actually made some really interesting news, or got the market talking about… read more >

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The Role of C-Suite Diplomacy in the CMO-CIO Debate

If you follow the issues of the day in the customer experience management (CEM) arena, you are undoubtedly familiar with the theme of the CMO-CIO relationship, or the lack thereof. Those who hold those titles, depending on what you read, are; putting the customer at the center of everything, or dead, or gaining in budget influence, or disconnected from each… read more >

Free Developer Report

Addressing the Midmarket’s Requirements for Customer Experience Management

Thanks to the forces of digital disruption – such as mobility, social networking, and ubiquitous connectivity – consumers have rapidly developed an appetite for engaging, differentiated, and consistent interactions with companies and brands. Firms of all sizes suddenly need to adopt or develop the tools, skill sets, and strategies that will allow them to create,… read more >

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