We first published our report Transform Customer Experience and Operational Excellence By Going Digital Outside and Inside in September 2015. The topic has only become more relevant since then, as senior leaders and executives continue to experience performance fall-out when external transformation and internal transformation initiatives aren’t connected. I’ll be presenting on digital outside and inside, in… read more >
Cathy McKnight shares her insights and knowledge at this year’s Information Development World.
Cathy delivers the opening session Understanding Digital Transformation, on May 15 at 9:40 am.
Information Development World (IDW) is the conference for technical, marketing, and product information managers—the folks responsible for managing the people, processes, and technologies involved in creating exceptional customer experiences with content.
Contact us to arrange a time to meet with Cathy at IDW.
Getting customer feedback is the rage in today’s business world, whether the industry is retail, transportation, consumer packaged goods, banking, telecommunications, government or something else. How many times have you bought something in a store, only to have the checkout clerk circle a URL and ask you to go to a website and provide feedback?… read more >
The business rationale for developing a journey mapping practice is straightforward and easy to understand. What organization wouldn’t want to take the guesswork out of delivering great customer experience, every time, all the time? What organization wouldn’t want to remove points of friction with customers and prospects, engaging rather than frustrating them? Perhaps less well… read more >
It is everywhere. And while content is prolific, it is not simple — it is a complex, multi-faceted effort that if not managed properly can mean the difference between success and getting sued. The content – images, text, audio, video – that fill our digital channels does not appear out of thin air. Success in… read more >
Remember dating in high school? All the cliques; the cool kids, band geeks, jocks, punks, gamers, stoners, artsies, metal heads, etc. If you were part of one clique or in the fringe, it was difficult if not impossible to get to know, let alone date, someone in another clique. Dating at university, while not as… read more >
Meet Jake DiMare and Mary Laplante at the CMO Digital Insight Summit, an invitation-only event hosted by GDS Group. The Summit is designed to help digital leaders implement programs more effectively by sharing their experiences in a peer-to-peer environment and by learning from industry experts with deep understanding of what it takes to succeed in today’s digital economy. Digital Clarity Group is the designated analyst partner for this and other GDS Summits. Executives from Ralph Lauren, VISA, Jaguar Land Rover, and Revlon are among the global brands attending the Summit.
On Wednesday, March 22, Jake moderates an executive round table on “Customer Experience: Delivering a Seamless and Cohesive Brand Experience Across All Digital Channels.” Mary moderates an executive round table on “Mobile Marketing: Finding Our Place with Location-Based Marketing.” Jake and Mary will be on hand throughout the Summit to contribute to the workshops and panels and to meet with CMO participants.
Contact us to inquire about an invitation, or to arrange a time to meet with Scott and Jake. For analysis related to the Summit topics, read Jill Finger Gibson’s post on how companies are coming to terms with omnichannel engagement. Read the findings from our original research on consumer perspectives on location-based marketing in this report entitled Consumers Give Location Marketing a Resounding Maybe.
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. Research from Aon Hewitt suggests that employee engagement levels and employee perceptions of their overall… read more >
Companies that luxuriate in customer trust are the envy of CEOs, customer experience execs and CMOs everywhere. Customer trust doesn’t spring up overnight and it can’t be bought by money alone. Instead, trust builds, layer upon layer, each time a customer engages favorably or exceptionally with his or her supplier, and deepens each time a… read more >
I recently interviewed Juanita Koilpillai, a cybersecurity expert who is the CEO of Waverley Labs (a cybersecurity software and services firm) and co-founder of the Digital Risk Management (DRM) Institute (a nonprofit seeking to expand knowledge about cybersecurity risks.) She identified two important, nascent trends for 2017: • Cybersecurity collaboration. In forward-looking companies, the lines of… read more >
