Scott Brinker’s famous marketing technology “super graphic” has charted the explosive growth of that software landscape, from about 100 vendors in 2011 to nearly 1900 in 2015. The stunning increase in vendors and software solutions is evidence of several undeniable trends, including the digitization of marketing and the consumer expectation for improved customer experiences (CX)…. read more >
Much research points to the failure of first-generation customer experience management (CEM). DCG believes that there are several interrelated factors at work, including senior management that proclaim the strategic importance of CX but do not back it up with adequate budgets or resources, as well as their tendency to treat customer experience management as a… read more >
My analyst colleague Tiffany Elliot has done a great job summarizing Maurice Levy’s recent YouTube announcement of a major reorganization for the holding company Publicis Groupe and its many subsidiary brands. She locates and analyzes the significant cultural and processes changes that will be necessary — and perhaps impossible. On the basis of the announcement… read more >
Understanding a problem is the most crucial step in solving it. So wrote Clayton Christensen in his famous 2000 Harvard Business Review article, “Meeting the Challenge of Disruptive Change” (co-authored with Michael Overdorf). A legitimate response might be: “Well, duh.” The necessity to properly frame the problem before proceeding to the solution is the kind… read more >
November 17-19, 2015, 2015. Dublin, Ireland. Tim Walters, Scott Liewehr, and Cathy McKnight lead roundtables, panels, and workshops. Event website: 3rd CMO Europe Summit read more >
Digitally empowered consumers and the subsequent imperative for customer experience management have profound implications for technical writers and other documentation professionals. Next week, I have the pleasure of taking part in SDL’s event in London on the Future of Technical Documentation. In my presentation, I’ll first review how the forces of digital disruption (especially mobile… read more >
November 3-5, 2015. Aarhus, Denmark. Keynote: The total impossibility of customer experience management by Tim Walters Web Design Trends 2016 by Marianne Kay Event website: J. Boye Aarhus 2015 read more >
Sep 29 – Oct 1, 2015. Hilton The Hague, The Netherlands. Tim Walters, Scott Liewehr, and Cathy McKnight lead roundtables, panels, and workshops. Event website: CMO Digital Leaders Summit read more >
In an interview with the Wall Street Journal prior to their mid-January 2015 IPO, Box’s CEO Aaron Levie was asked, “Is online file sharing a commodity?” Levie hedged the answer, offering only that “the storage component of what we do is a commodity product.” But, in truth, storage alone has long been undifferentiated. (Thumb drives, anyone?)… read more >
When it comes to marketing and evaluating software, vendors and buyers alike still tend to overemphasize market categories like enterprise, midmarket, and SMB. In a pair of previous reports, we have argued that such revenue-based distinctions are a disservice to suppliers and users alike. Vendors end up switching from one category to another in search… read more >
