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DCG research and articles about: customer

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Publicis Groupe’s acquisition of Sapient: some customer implications

Building further on Scott’s post about the market implications of the Sapient acquisition by Publicis Groupe, he is right – the Publicis Groupe’s proposed acquisition of Sapient is different, as will be the impact on its customers. Past agency meldings have translated into little more than a name and executive leadership change. After all, many… read more >

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Putting the “management” into CEM

In 1925, as his psychoanalytic methods began to find wider reception after decades of neglect, Sigmund Freud wrote, “Finally, I am no longer alone.” A similar sense of relief (if not vindication) must be felt by many web content management professionals today. Finally, those of us (whether analysts, consultants, vendors, or practitioners) who have long… read more >

Thinking Together with your Customers

Think Together with your Customers

CRM, DM, CEM, CX – the labels change, but the message is clear – it’s essential to engage your customers.  Unfortunately, engagement is still largely defined around messages directed at the customer.  And, while methods are evolving, these messages still seemed to be guided by the flawed assumption that you can control customers’ choices, IF… read more >

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