In this report, Connie Moore offers insights into customer journey strategies and journey mapping practices that enable retail marketers to better engage and delight customers. By understanding and organizing around the shopper’s journey, retailers make direct connections between their brand and individual customers. Customer journeys put the customer’s lens on the brand’s products, stores, e-commerce… read more >
DCG research and articles about: customer journeys
Recommended reading for the Gilbane Boston-bound: content and commerce, AI, DAM, and customer journeys
It might seem like we’re playing SEO bingo with the title of this post. If you are making the annual trek to Boston for the Gilbane Digital Content Conference (November 28 to 30), you’ll recognize these practices and technologies as themes across the program. They are also topics that DCG team will be covering in our… read more >
In this report, Connie Moore offers unique insights into customer journey strategies and journey mapping practices that can be leveraged for better customer experience in the pharma sector. Marketing is already challenging for pharma companies. Pharma continues to spend the lion’s share of its marketing dollars to reach patients via broadcast advertising and print. Direct-to-consumer… read more >
Webinar: The Cure for Marketing Fatigue in Life Sciences: How Customer Journeys Pave the Way to Better Experiences
1:00 pm ET
If you are a marketing leader in life sciences responsible for acquiring, onboarding, engaging, and retaining patients and health care providers, this webinar is for you.
Marketing is already challenging for life sciences companies. There’s the complex landscape of patients, influencers, practitioners, and channels, plus highly regulated operating environments. Adding to the pressure: Marketing expectations are also ramping up as today’s patients and physicians expect the same level of digital engagement they experience as when they bank, shop, and travel as individual consumers. Savvy marketers in life sciences must go beyond conventional campaign-based marketing, especially as patients and physicians tune out due to fatigue with endless print and broadcast. Leaders are borrowing a page from the digital playbooks in consumer industries and turning to customer journeys to bring new thinking to their marketing strategies and programs.
Join Connie Moore, Senior Vice President of Research for Digital Clarity Group, and Gina Mencias, Global Group Manager for Roche Diabetes Care, for unique insights into customer journey strategies and how they can change the ways that life science marketers engage audiences and increase the value of their marketing investments.
Read Connie’s post on journey strategies for life sciences marketers on the Salesforce blog for more insight and guidance.
Is your company its own worst enemy when it comes to delivering great experience? Your ability to engage and delight customers and prospects may be falling short because you’re tripping over your own organizational feet. Perhaps it’s time to take strategic action on change management. At DCG, we believe so strongly in the value of… read more >
Vast amounts of attention, effort, and money have been expended on customer experience management (CEM) over nearly a decade – by vendors, service partners, and practitioners. Yet global consumer surveys show conclusively that most firms are struggling to make or sustain real progress with improved customer experiences. DCG has analyzed several of the reasons firms… read more >
If customers are king, then understanding the journeys they choose to take with our organizations is highly strategic for sustainable success. But creating multiple journeys without a journey strategy can still deliver disjointed customer experiences. This short-sighted approach guarantees that journey mapping will have a negative rather than positive impact on efforts to improve customer… read more >
Digital Clarity Group’s research on Digital Transformation in Higher Education indicates that many institutions of higher education lack real insight into the needs and desires of education customers. Findings show that little user research is being gathered and synthesized. Where analytics tools are available, little insight is being extracted from them, neither for engagement nor for prioritizing content management activities. How can higher ed marketers and web teams get started with closing this critical knowledge gap?
In this webinar, Mary Laplante reviews the research and shows how personas, journey maps, and journey mapping workshops can help institutions advance digital transformation. They are keys to developing a deeper understanding of education customers and to engaging them with compelling experiences. Attendees will learn how these proven tools can also bring digital stakeholders together and foster a customer-centric mindset.
June 1-3, 2015. Austin, Texas, USA. Scott Liewehr, and Tim Walters lead roundtables, panels, and workshops. Event website: CMO Digital Marketing Leaders Summit read more >
May 12-14, 2015. Dublin, Ireland. Scott Liewehr, Tim Walters, and Cathy McKnight lead roundtables, panels, and workshops. Event website: CMO Summit Europe read more >
CEM is an imperative because you're either competing with superior customer experiences -- or you're not even part of the game.
Tim Walters, Ph.D.,
The CEM Imperative.