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DCG research and articles about: customer service

Salesforce Connections 2018

Meet Cathy McKnight at Salesforce Connections, the vendor’s annual conference on digital marketing, commerce, and customer service.

The agenda features more than 500 sessions focused on knowledge by role; on products and integration; and on vertical markets including retail, consumer good, financial services, healthcare and life sciences, and manufacturing. A day for Salesforce partners precedes the main conference.

Contact us to arrange a time to connect with Cathy onsite. DCG research and analysis related to conference topics include this Insight Paper on customer journey strategies in retail, this post on commerce capabilities and digital agencies, and this report on aligning people and process for customer experience.


Smarter Knowledge to Serve Millennial Consumers

December 15-16, 2015. Online Webinar with Johan Jacobs Event website: eGain read more >


Digital Clarity Group Sharpens Its Focus On CRM and Customer Care

I’m delighted to announce that Digital Clarity group has expanded its coverage of CRM with the recent addition of Johan Jacobs, our newest Principal Analyst. Johan not only provides clients with deep knowledge and insight into CRM and customer care, but he also expands our footprint in Europe and Africa. You’re probably wondering, “did I… read more >


Business Performance Excellence Summit 2015

September 28-30, 2015. San Francisco, CA, USA. How would your customers rate the effectiveness of your Operational Excellence program? – Connie Moore Event website: Business Performance Excellence Summit read more >


Customer Service Experience 2015

August 17-19, 2015. New York, NY, USA. Let’s Talk About Chat… by Johan Jacobs Event website: Customer Service Experience 2015 read more >

Digital Clarity Group

Chris Walker and Robert Rose debate: What exactly is a great customer experience?

Before industry analysts present their latest research to the public, they often chew over potential topics amongst themselves. And if they are located in different countries, that dialogue tends to take place over email. We thought we’d try an experiment and “liberate” one of those dialogues on this blog. A few weeks ago two Digital… read more >

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