Not too long ago, I posted a blog entry about how Briova used a simple but high-impact approach to provide a great customer experience. Here’s the post: Delighting customers doesn’t always require a huge investment and massive effort. The customer was me, and here’s what I liked: I just talked with Briova yesterday,… read more >
DCG research and articles about: digital outside
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 >
In this talk, presented at NASSCOM’s India Leadership Forum in Mumbai, India, Scott Liewehr emphasizes that the recipe for effective digital transformation is a blend of front office (Digital Outside) and back office (Digital Inside) focus. As Connie Moore indicates in her report, Transform Customer Experience and Operational Excellence By Going Digital Outside and Inside, most… 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.