Web Chat is a fast growing communication channel with mature technology. Unfortunately, most chat interactions are sliding down the poor customer experience hill very fast and becoming a useless Contact Center channel – not unlike the phone. If you have not yet deployed chat but would like to, tweet @Bushman10. I’ll be happy to provide… read more >
DCG research and articles about: omni-channel
Digital Clarity Group’s DAM round-up condenses and consolidates some of the digital asset management industry’s most topical news and happenings from the past couple of months. This edition’s round-up covers the projected increased market growth and adoption of digital asset management solutions, as well as ADAM software’s recent release of version 5.5 of its DAM… read more >
April 13, 2016 at 10:00 am ET/ 3:00 pm CET. Online webinar moderated by Connie Moore read more >
Monday September 23 2013, New York – We’re proud to announce that former IDC Research Director Jill Finger Gibson has joined DCG as Principal Analyst. Previously an analyst for Elsevier, where she conducted pricing and strategy research to support the company’s shift from print to digital, Finger Gibson has more than 15 years of experience… 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.
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