A flurry of agency reviews has been stealing the headlines over the past few months. Volkswagen, Mondelez, and Coca Cola are among some of the companies who are undergoing reviews of their media agencies and agencies of record. Then there are others – like Best Buy – who are ditching the ‘agency of record’ concept all together…. read more >
In a recent piece on his Asymco blog, Horace Dediu tackles the question of how to predict what category Apple might enter next. (Specifically, whether they will build a car.) However, I think the piece exposes some essential but overlooked elements of customer experience management. It ought to be required reading for anyone involved with… read more >
The landscape of service providers is vast and often confusing. There are thousands upon thousands of digital agencies, systems integrators, creative design firms, marketing technology companies, and many others. While their name can signal a difference in approach, many of these organizations follow a similar mandate: to help your organization succeed. A large part of… read more >
Sometimes changes are good – a job promotion, a new home, going somewhere exotic on vacation. Other times change can be the source of anxiety and agita – a job promotion, a new home, going somewhere exotic on vacation. In any case of change, there is always an upside if you look for it –… read more >
In today’s content-driven online environment, the ability to effectively deliver engaging, accurate, relevant information in the right format at the right time via the right channel is imperative for any successful content strategy. Finding the ‘best-fit’ Web Content Management System (WCMS) to facilitate managing the content on your public, intranet and/or extranet websites is one… read more >
Getting the customer experience right for crossborder e-commerce is the next challenge for retailers. How the customers engage with the retailer — if they can do it via an elegant and user-friendly web interface, conduct transactions in their own language, pay the way they want to, and get the goods they want in compliance with… read more >
December 2-4, Boston, MA, USA. Opening Keynote: Industry Analyst Panel, Scott Liewehr Enterprise Social: Living Up to Its Promise? Tim Walters Building Next-Generation WCM and Digital Experiences, Jill Finger Gibson Foundations for Best-Fit WCM Service Provider Selections, Cathy McKnight Event website: Gilbane Content and Digital Experience Conference 2014 read more >
Digital disruption has been particularly hard on companies in the mid-market. Competitive advantages historically based on regional/local presence, distribution, long-standing customer relationships, or even partnerships with larger enterprises are no longer sufficient. With multiple channels such as mobile and social and new processes like inbound and content marketing, it is no wonder that mid-market companies… read more >
Since our founding, my colleagues at DCG and I have prided ourselves on providing research and thought leadership that are forward-looking, actionable, and clear. We ensure that everything we do is grounded in these principles. As president, one of my most important roles is to grow our team with talented professionals who can deliver on all three… read more >
For decades “It’s got a good beat and you can dance to it” or some variation of that sentence was heard over and over on American Bandstand’s Rate-a-Record segment – often in complete disregard as to whether you actually could dance to the tune in question, good beat, or not. Arbitrary and subjective, these ratings… read more >
