際際滷shows by User: DigitalClarityGroup / http://www.slideshare.net/images/logo.gif 際際滷shows by User: DigitalClarityGroup / Tue, 24 Nov 2015 20:25:11 GMT 際際滷Share feed for 際際滷shows by User: DigitalClarityGroup The total impossibility of customer experience management /slideshow/the-total-impossibility-of-customer-experience-management/55479921 thetotalimpossibilitytwvabridged-151124202511-lva1-app6892
Today, were told, customer experience management (CEM) is an inescapable imperative, the primary determinant of organizational success or failure, and the sole means of sustainable competitive advantage. The experience, moreover, concerns the entire customer lifecycle, from the first inkling of a desire until (hopefully) ongoing loyalty. And since youre only as good as your last interaction, no exchange can be neglected, no matter how trivial. Theres only one minor problem: Based on how it is normally defined and described, customer experience management is impossible. Because it is impossible, many if not most of the current efforts to achieve it are futile and, worse, dangerous and wasteful distractions. In this presentation well look at why its crucial to understand what CEM is and is not (and cannot be); where the imperative for CEM comes from, why this can and should inform your CEM strategy, and how your early, relatively simple steps can already be a huge advance in the journey to CEM excellence. ]]>
Today, were told, customer experience management (CEM) is an inescapable imperative, the primary determinant of organizational success or failure, and the sole means of sustainable competitive advantage. The experience, moreover, concerns the entire customer lifecycle, from the first inkling of a desire until (hopefully) ongoing loyalty. And since youre only as good as your last interaction, no exchange can be neglected, no matter how trivial. Theres only one minor problem: Based on how it is normally defined and described, customer experience management is impossible. Because it is impossible, many if not most of the current efforts to achieve it are futile and, worse, dangerous and wasteful distractions. In this presentation well look at why its crucial to understand what CEM is and is not (and cannot be); where the imperative for CEM comes from, why this can and should inform your CEM strategy, and how your early, relatively simple steps can already be a huge advance in the journey to CEM excellence. ]]> Tue, 24 Nov 2015 20:25:11 GMT /slideshow/the-total-impossibility-of-customer-experience-management/55479921 DigitalClarityGroup@slideshare.net(DigitalClarityGroup) The total impossibility of customer experience management DigitalClarityGroup Today, were told, customer experience management (CEM) is an inescapable imperative, the primary determinant of organizational success or failure, and the sole means of sustainable competitive advantage. The experience, moreover, concerns the entire customer lifecycle, from the first inkling of a desire until (hopefully) ongoing loyalty. And since youre only as good as your last interaction, no exchange can be neglected, no matter how trivial. Theres only one minor problem: Based on how it is normally defined and described, customer experience management is impossible. Because it is impossible, many if not most of the current efforts to achieve it are futile and, worse, dangerous and wasteful distractions. In this presentation well look at why its crucial to understand what CEM is and is not (and cannot be); where the imperative for CEM comes from, why this can and should inform your CEM strategy, and how your early, relatively simple steps can already be a huge advance in the journey to CEM excellence. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/thetotalimpossibilitytwvabridged-151124202511-lva1-app6892-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> Today, were told, customer experience management (CEM) is an inescapable imperative, the primary determinant of organizational success or failure, and the sole means of sustainable competitive advantage. The experience, moreover, concerns the entire customer lifecycle, from the first inkling of a desire until (hopefully) ongoing loyalty. And since youre only as good as your last interaction, no exchange can be neglected, no matter how trivial. Theres only one minor problem: Based on how it is normally defined and described, customer experience management is impossible. Because it is impossible, many if not most of the current efforts to achieve it are futile and, worse, dangerous and wasteful distractions. In this presentation well look at why its crucial to understand what CEM is and is not (and cannot be); where the imperative for CEM comes from, why this can and should inform your CEM strategy, and how your early, relatively simple steps can already be a huge advance in the journey to CEM excellence.
The total impossibility of customer experience management from Digital Clarity Group
]]> 913 8 https://cdn.slidesharecdn.com/ss_thumbnails/thetotalimpossibilitytwvabridged-151124202511-lva1-app6892-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 1 Raising the Bar on Customer Experience - #jboye15 /slideshow/raising-the-bar-on-customer-experience-jboye15/47864645 raisingthebaroncustomerexperience-sliewehr-nonotes-150507132756-lva1-app6892
Empowered consumers, fueled by new technologies and ever-increasing expectations, are demanding more and more dynamic and relevant experiences from the brands they support in the Connected Age. In this opening keynote presentation from #JBoye15, Scott Liewehr identifies the trends in customer experience management as well as the 10 organizational competencies that all organizations must have in order to succeed at CEM.]]>
Empowered consumers, fueled by new technologies and ever-increasing expectations, are demanding more and more dynamic and relevant experiences from the brands they support in the Connected Age. In this opening keynote presentation from #JBoye15, Scott Liewehr identifies the trends in customer experience management as well as the 10 organizational competencies that all organizations must have in order to succeed at CEM.]]> Thu, 07 May 2015 13:27:56 GMT /slideshow/raising-the-bar-on-customer-experience-jboye15/47864645 DigitalClarityGroup@slideshare.net(DigitalClarityGroup) Raising the Bar on Customer Experience - #jboye15 DigitalClarityGroup Empowered consumers, fueled by new technologies and ever-increasing expectations, are demanding more and more dynamic and relevant experiences from the brands they support in the Connected Age. In this opening keynote presentation from #JBoye15, Scott Liewehr identifies the trends in customer experience management as well as the 10 organizational competencies that all organizations must have in order to succeed at CEM. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/raisingthebaroncustomerexperience-sliewehr-nonotes-150507132756-lva1-app6892-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> Empowered consumers, fueled by new technologies and ever-increasing expectations, are demanding more and more dynamic and relevant experiences from the brands they support in the Connected Age. In this opening keynote presentation from #JBoye15, Scott Liewehr identifies the trends in customer experience management as well as the 10 organizational competencies that all organizations must have in order to succeed at CEM.
Raising the Bar on Customer Experience - #jboye15 from Digital Clarity Group
]]> 1505 5 https://cdn.slidesharecdn.com/ss_thumbnails/raisingthebaroncustomerexperience-sliewehr-nonotes-150507132756-lva1-app6892-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 1 Customer Experience Management Imperative /slideshow/customer-experience-management-imperative-41192683/41192683 customer-experience-141106010503-conversion-gate01
In this workshop I will introduce you to your new boss the customer. Like any boss, she has little time, and hates wasting it. She is always right, and persuading her to change her mind is difficult. Most worryingly, in the recent years she became increasingly attached to her mobile. So, how do you manage her? How do you get her attention? Or alternatively, can you ignore her? Can you just get on with doing things your way? These are the questions that we will explore in this engaging session about Customer Experience Management (CEM). We will cover: - What is Customer Experience Management? Definition, examples and key ingredients - Why is it important? Is CEM a nice-to-have or the top priority? - How do you execute it? What are tools and technologies required? - Who will make it happen? What are the skills and resources essential for success? - We all know how great customer experience feels. But designing great customer experiences is hard work. This workshop will provide structure and direction for your CEM initiatives. This session is for anyone who is interested in taking their business to a new level from CEOs, CMOs and CTOs to web designers, usability professionals and content managers. Customer experience management is not a department. Its everyones job.]]>
In this workshop I will introduce you to your new boss the customer. Like any boss, she has little time, and hates wasting it. She is always right, and persuading her to change her mind is difficult. Most worryingly, in the recent years she became increasingly attached to her mobile. So, how do you manage her? How do you get her attention? Or alternatively, can you ignore her? Can you just get on with doing things your way? These are the questions that we will explore in this engaging session about Customer Experience Management (CEM). We will cover: - What is Customer Experience Management? Definition, examples and key ingredients - Why is it important? Is CEM a nice-to-have or the top priority? - How do you execute it? What are tools and technologies required? - Who will make it happen? What are the skills and resources essential for success? - We all know how great customer experience feels. But designing great customer experiences is hard work. This workshop will provide structure and direction for your CEM initiatives. This session is for anyone who is interested in taking their business to a new level from CEOs, CMOs and CTOs to web designers, usability professionals and content managers. Customer experience management is not a department. Its everyones job.]]> Thu, 06 Nov 2014 01:05:03 GMT /slideshow/customer-experience-management-imperative-41192683/41192683 DigitalClarityGroup@slideshare.net(DigitalClarityGroup) Customer Experience Management Imperative DigitalClarityGroup In this workshop I will introduce you to your new boss the customer. Like any boss, she has little time, and hates wasting it. She is always right, and persuading her to change her mind is difficult. Most worryingly, in the recent years she became increasingly attached to her mobile. So, how do you manage her? How do you get her attention? Or alternatively, can you ignore her? Can you just get on with doing things your way? These are the questions that we will explore in this engaging session about Customer Experience Management (CEM). We will cover: - What is Customer Experience Management? Definition, examples and key ingredients - Why is it important? Is CEM a nice-to-have or the top priority? - How do you execute it? What are tools and technologies required? - Who will make it happen? What are the skills and resources essential for success? - We all know how great customer experience feels. But designing great customer experiences is hard work. This workshop will provide structure and direction for your CEM initiatives. This session is for anyone who is interested in taking their business to a new level from CEOs, CMOs and CTOs to web designers, usability professionals and content managers. Customer experience management is not a department. Its everyones job. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/customer-experience-141106010503-conversion-gate01-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> In this workshop I will introduce you to your new boss the customer. Like any boss, she has little time, and hates wasting it. She is always right, and persuading her to change her mind is difficult. Most worryingly, in the recent years she became increasingly attached to her mobile. So, how do you manage her? How do you get her attention? Or alternatively, can you ignore her? Can you just get on with doing things your way? These are the questions that we will explore in this engaging session about Customer Experience Management (CEM). We will cover: - What is Customer Experience Management? Definition, examples and key ingredients - Why is it important? Is CEM a nice-to-have or the top priority? - How do you execute it? What are tools and technologies required? - Who will make it happen? What are the skills and resources essential for success? - We all know how great customer experience feels. But designing great customer experiences is hard work. This workshop will provide structure and direction for your CEM initiatives. This session is for anyone who is interested in taking their business to a new level from CEOs, CMOs and CTOs to web designers, usability professionals and content managers. Customer experience management is not a department. Its everyones job.
Customer Experience Management Imperative from Digital Clarity Group
]]> 3080 2 https://cdn.slidesharecdn.com/ss_thumbnails/customer-experience-141106010503-conversion-gate01-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 1 Trends and Opportunities in Customer Experience Management /DigitalClarityGroup/trends-and-opportunities-in-customer-experience-management dcgepiserverupdatecphoct2014timwaltersdist-141003070934-phpapp01
My keynote presentation from EPiServer Update event in Copenhagen, October 2, 2014.]]>
My keynote presentation from EPiServer Update event in Copenhagen, October 2, 2014.]]> Fri, 03 Oct 2014 07:09:34 GMT /DigitalClarityGroup/trends-and-opportunities-in-customer-experience-management DigitalClarityGroup@slideshare.net(DigitalClarityGroup) Trends and Opportunities in Customer Experience Management DigitalClarityGroup My keynote presentation from EPiServer Update event in Copenhagen, October 2, 2014. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/dcgepiserverupdatecphoct2014timwaltersdist-141003070934-phpapp01-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> My keynote presentation from EPiServer Update event in Copenhagen, October 2, 2014.
Trends and Opportunities in Customer Experience Management from Digital Clarity Group
]]> 3313 2 https://cdn.slidesharecdn.com/ss_thumbnails/dcgepiserverupdatecphoct2014timwaltersdist-141003070934-phpapp01-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 1 Great Customer Experience: Moving Beyond Digital Marketing to Build the Ultimate Customer Experience /slideshow/great-customer-experience-moving-beyond-digital-marketing-to-build-the-ultimate-customer-experience/38933205 trulygreatcustomerexperiences-140910120340-phpapp02
In this presentation, Scott Liewehr, founder of Digital Clarity Group, explores going beyond digital marketing to build ultimate customer experiences. Topics covered include: - What drives customer experience? - What works today and what needs improvement? - What are the elements of a great customer experience? - Where should you start?]]>
In this presentation, Scott Liewehr, founder of Digital Clarity Group, explores going beyond digital marketing to build ultimate customer experiences. Topics covered include: - What drives customer experience? - What works today and what needs improvement? - What are the elements of a great customer experience? - Where should you start?]]> Wed, 10 Sep 2014 12:03:39 GMT /slideshow/great-customer-experience-moving-beyond-digital-marketing-to-build-the-ultimate-customer-experience/38933205 DigitalClarityGroup@slideshare.net(DigitalClarityGroup) Great Customer Experience: Moving Beyond Digital Marketing to Build the Ultimate Customer Experience DigitalClarityGroup In this presentation, Scott Liewehr, founder of Digital Clarity Group, explores going beyond digital marketing to build ultimate customer experiences. Topics covered include: - What drives customer experience? - What works today and what needs improvement? - What are the elements of a great customer experience? - Where should you start? <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/trulygreatcustomerexperiences-140910120340-phpapp02-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> In this presentation, Scott Liewehr, founder of Digital Clarity Group, explores going beyond digital marketing to build ultimate customer experiences. Topics covered include: - What drives customer experience? - What works today and what needs improvement? - What are the elements of a great customer experience? - Where should you start?
Great Customer Experience: Moving Beyond Digital Marketing to Build the Ultimate Customer Experience from Digital Clarity Group
]]> 4031 11 https://cdn.slidesharecdn.com/ss_thumbnails/trulygreatcustomerexperiences-140910120340-phpapp02-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 1 How documentation will save the world of cxm /slideshow/how-documentation-will-save-the-world-of-cxm-rev-distr-35992870/35992870 howdocumentationwillsavetheworldofcxmrevdistr-140617202316-phpapp02
An abridged version of my presentation in the documentation track at SDL Innovate San Francisco, June 2014. I argue that the principles of structure, purity, and intelligence -- long features of technical writing and documentation practices -- will be indispensable for the effective adoption of customer experience management (CXM or CEM) on a broad scale. ]]>
An abridged version of my presentation in the documentation track at SDL Innovate San Francisco, June 2014. I argue that the principles of structure, purity, and intelligence -- long features of technical writing and documentation practices -- will be indispensable for the effective adoption of customer experience management (CXM or CEM) on a broad scale. ]]> Tue, 17 Jun 2014 20:23:15 GMT /slideshow/how-documentation-will-save-the-world-of-cxm-rev-distr-35992870/35992870 DigitalClarityGroup@slideshare.net(DigitalClarityGroup) How documentation will save the world of cxm DigitalClarityGroup An abridged version of my presentation in the documentation track at SDL Innovate San Francisco, June 2014. I argue that the principles of structure, purity, and intelligence -- long features of technical writing and documentation practices -- will be indispensable for the effective adoption of customer experience management (CXM or CEM) on a broad scale. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/howdocumentationwillsavetheworldofcxmrevdistr-140617202316-phpapp02-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> An abridged version of my presentation in the documentation track at SDL Innovate San Francisco, June 2014. I argue that the principles of structure, purity, and intelligence -- long features of technical writing and documentation practices -- will be indispensable for the effective adoption of customer experience management (CXM or CEM) on a broad scale.
How documentation will save the world of cxm from Digital Clarity Group
]]> 2334 3 https://cdn.slidesharecdn.com/ss_thumbnails/howdocumentationwillsavetheworldofcxmrevdistr-140617202316-phpapp02-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 1 ARMA Canada 2014 - Principles of Holistic Information Governance /slideshow/arma-canada-2014-principles-of-holistic-information-governance/35746516 armacanada2014phigsdcgd-140611084105-phpapp02
Principles of Holistic Information Governance (PHIGs) presented at the 2014 ARMA Canada conference in Ottawa, ON on June 10, 2014. Information governance is about leveraging information to make business better, while meeting obligations and reducing risk. Information governance is the rules, regulations, legislation, standards, and policies with which organizations need to comply when they create, share, and use information.]]>
Principles of Holistic Information Governance (PHIGs) presented at the 2014 ARMA Canada conference in Ottawa, ON on June 10, 2014. Information governance is about leveraging information to make business better, while meeting obligations and reducing risk. Information governance is the rules, regulations, legislation, standards, and policies with which organizations need to comply when they create, share, and use information.]]> Wed, 11 Jun 2014 08:41:05 GMT /slideshow/arma-canada-2014-principles-of-holistic-information-governance/35746516 DigitalClarityGroup@slideshare.net(DigitalClarityGroup) ARMA Canada 2014 - Principles of Holistic Information Governance DigitalClarityGroup Principles of Holistic Information Governance (PHIGs) presented at the 2014 ARMA Canada conference in Ottawa, ON on June 10, 2014. Information governance is about leveraging information to make business better, while meeting obligations and reducing risk. Information governance is the rules, regulations, legislation, standards, and policies with which organizations need to comply when they create, share, and use information. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/armacanada2014phigsdcgd-140611084105-phpapp02-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> Principles of Holistic Information Governance (PHIGs) presented at the 2014 ARMA Canada conference in Ottawa, ON on June 10, 2014. Information governance is about leveraging information to make business better, while meeting obligations and reducing risk. Information governance is the rules, regulations, legislation, standards, and policies with which organizations need to comply when they create, share, and use information.
ARMA Canada 2014 - Principles of Holistic Information Governance from Digital Clarity Group
]]> 2027 7 https://cdn.slidesharecdn.com/ss_thumbnails/armacanada2014phigsdcgd-140611084105-phpapp02-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 1 Changing the World of Work: Why Social is Broken and How to Fix It /slideshow/changing-the-world-of-work-why-social-is-broken-and-how-to-fix-it/35015946 changingtheworldofworkmay2014final-140522150129-phpapp02
Presentation deck from May 2014 Get Clarity webinar. In the webinar (available here:http://www.digitalclaritygroup.com/why-social-is-broken-and-how-to-fix-it/#recording) analyst Tim Walter provides an exclusive look at how social interactions are changing the not-so-distant future of work. Despite great enthusiasm and some positive results, enterprise social tools and practices have failed to make a significant impact in terms of implementations, adoption, regular use, or business results. In fact, enterprise social will continue to falter as long as the focus is on the tools and practices (i.e. the "build it and they will come" fallacy), or the benefits for the employees (i.e. the "it's all about the people" fallacy). After watching the webinar video, you'll learn how to course correct for enterprise social that works. Tim explains how and why the social business can flourish when it is used to address a fundamental shift in business conditions -- namely, the empowerment of consumers and the consequent need for all firms to master customer experience management (CEM).]]>
Presentation deck from May 2014 Get Clarity webinar. In the webinar (available here:http://www.digitalclaritygroup.com/why-social-is-broken-and-how-to-fix-it/#recording) analyst Tim Walter provides an exclusive look at how social interactions are changing the not-so-distant future of work. Despite great enthusiasm and some positive results, enterprise social tools and practices have failed to make a significant impact in terms of implementations, adoption, regular use, or business results. In fact, enterprise social will continue to falter as long as the focus is on the tools and practices (i.e. the "build it and they will come" fallacy), or the benefits for the employees (i.e. the "it's all about the people" fallacy). After watching the webinar video, you'll learn how to course correct for enterprise social that works. Tim explains how and why the social business can flourish when it is used to address a fundamental shift in business conditions -- namely, the empowerment of consumers and the consequent need for all firms to master customer experience management (CEM).]]> Thu, 22 May 2014 15:01:29 GMT /slideshow/changing-the-world-of-work-why-social-is-broken-and-how-to-fix-it/35015946 DigitalClarityGroup@slideshare.net(DigitalClarityGroup) Changing the World of Work: Why Social is Broken and How to Fix It DigitalClarityGroup Presentation deck from May 2014 Get Clarity webinar. In the webinar (available here:http://www.digitalclaritygroup.com/why-social-is-broken-and-how-to-fix-it/#recording) analyst Tim Walter provides an exclusive look at how social interactions are changing the not-so-distant future of work. Despite great enthusiasm and some positive results, enterprise social tools and practices have failed to make a significant impact in terms of implementations, adoption, regular use, or business results. In fact, enterprise social will continue to falter as long as the focus is on the tools and practices (i.e. the "build it and they will come" fallacy), or the benefits for the employees (i.e. the "it's all about the people" fallacy). After watching the webinar video, you'll learn how to course correct for enterprise social that works. Tim explains how and why the social business can flourish when it is used to address a fundamental shift in business conditions -- namely, the empowerment of consumers and the consequent need for all firms to master customer experience management (CEM). <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/changingtheworldofworkmay2014final-140522150129-phpapp02-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> Presentation deck from May 2014 Get Clarity webinar. In the webinar (available here:http://www.digitalclaritygroup.com/why-social-is-broken-and-how-to-fix-it/#recording) analyst Tim Walter provides an exclusive look at how social interactions are changing the not-so-distant future of work. Despite great enthusiasm and some positive results, enterprise social tools and practices have failed to make a significant impact in terms of implementations, adoption, regular use, or business results. In fact, enterprise social will continue to falter as long as the focus is on the tools and practices (i.e. the &quot;build it and they will come&quot; fallacy), or the benefits for the employees (i.e. the &quot;it&#39;s all about the people&quot; fallacy). After watching the webinar video, you&#39;ll learn how to course correct for enterprise social that works. Tim explains how and why the social business can flourish when it is used to address a fundamental shift in business conditions -- namely, the empowerment of consumers and the consequent need for all firms to master customer experience management (CEM).
Changing the World of Work: Why Social is Broken and How to Fix It from Digital Clarity Group
]]> 929 5 https://cdn.slidesharecdn.com/ss_thumbnails/changingtheworldofworkmay2014final-140522150129-phpapp02-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 1 J boye14 Conference Customer Experience Management and Employee Engagement /slideshow/j-boye14-cem-starts-at-home-34689193/34689193 jboye14cemstartsathome-140514150016-phpapp01
Customer Experience Management (CEM) is quickly becoming the new focus for companies looking to capture and keep market share. But what most companies are missing is that CEM starts at home, with all its employees, and not just the marketing department. During this session Digital Clarity Group's Cathy McKnight explored how shifting from an inside-out, to outside-in perspective, and adopting CEM as a company wide imperative from the tools and systems available, to how they are used, to how employee work and collaborate is critical to a companys survival, let alone success.]]>
Customer Experience Management (CEM) is quickly becoming the new focus for companies looking to capture and keep market share. But what most companies are missing is that CEM starts at home, with all its employees, and not just the marketing department. During this session Digital Clarity Group's Cathy McKnight explored how shifting from an inside-out, to outside-in perspective, and adopting CEM as a company wide imperative from the tools and systems available, to how they are used, to how employee work and collaborate is critical to a companys survival, let alone success.]]> Wed, 14 May 2014 15:00:16 GMT /slideshow/j-boye14-cem-starts-at-home-34689193/34689193 DigitalClarityGroup@slideshare.net(DigitalClarityGroup) J boye14 Conference Customer Experience Management and Employee Engagement DigitalClarityGroup Customer Experience Management (CEM) is quickly becoming the new focus for companies looking to capture and keep market share. But what most companies are missing is that CEM starts at home, with all its employees, and not just the marketing department. During this session Digital Clarity Group's Cathy McKnight explored how shifting from an inside-out, to outside-in perspective, and adopting CEM as a company wide imperative from the tools and systems available, to how they are used, to how employee work and collaborate is critical to a companys survival, let alone success. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/jboye14cemstartsathome-140514150016-phpapp01-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> Customer Experience Management (CEM) is quickly becoming the new focus for companies looking to capture and keep market share. But what most companies are missing is that CEM starts at home, with all its employees, and not just the marketing department. During this session Digital Clarity Group&#39;s Cathy McKnight explored how shifting from an inside-out, to outside-in perspective, and adopting CEM as a company wide imperative from the tools and systems available, to how they are used, to how employee work and collaborate is critical to a companys survival, let alone success.
J boye14 Conference Customer Experience Management and Employee Engagement from Digital Clarity Group
]]> 1004 5 https://cdn.slidesharecdn.com/ss_thumbnails/jboye14cemstartsathome-140514150016-phpapp01-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 1 J boye14 Conference CEM Imperative - team tools and tactics /DigitalClarityGroup/j-boye14-workshop-cem-imperative-select-team-tools-and-tactics-34689189 jboye14workshopcemimperative-selectteamtoolsandtactics-140514150007-phpapp01
In the workshop, Digital Clarity Group's Scott Liewehr and Cathy McKnight explored the customer experience management (CEM) Imperative and how it impacts the enterprise within the firewall, and the need to shift from an inside-out to outside-in focus for how employees work in order to support and drive CEM for their organization. They also analyzed the technologies, skills, and processes that will help employees engage and collaborate, and how to evaluate, select, and assemble the team involved in executing the CEM strategy (internal resources, outside service providers, and vendors).]]>
In the workshop, Digital Clarity Group's Scott Liewehr and Cathy McKnight explored the customer experience management (CEM) Imperative and how it impacts the enterprise within the firewall, and the need to shift from an inside-out to outside-in focus for how employees work in order to support and drive CEM for their organization. They also analyzed the technologies, skills, and processes that will help employees engage and collaborate, and how to evaluate, select, and assemble the team involved in executing the CEM strategy (internal resources, outside service providers, and vendors).]]> Wed, 14 May 2014 15:00:07 GMT /DigitalClarityGroup/j-boye14-workshop-cem-imperative-select-team-tools-and-tactics-34689189 DigitalClarityGroup@slideshare.net(DigitalClarityGroup) J boye14 Conference CEM Imperative - team tools and tactics DigitalClarityGroup In the workshop, Digital Clarity Group's Scott Liewehr and Cathy McKnight explored the customer experience management (CEM) Imperative and how it impacts the enterprise within the firewall, and the need to shift from an inside-out to outside-in focus for how employees work in order to support and drive CEM for their organization. They also analyzed the technologies, skills, and processes that will help employees engage and collaborate, and how to evaluate, select, and assemble the team involved in executing the CEM strategy (internal resources, outside service providers, and vendors). <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/jboye14workshopcemimperative-selectteamtoolsandtactics-140514150007-phpapp01-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> In the workshop, Digital Clarity Group&#39;s Scott Liewehr and Cathy McKnight explored the customer experience management (CEM) Imperative and how it impacts the enterprise within the firewall, and the need to shift from an inside-out to outside-in focus for how employees work in order to support and drive CEM for their organization. They also analyzed the technologies, skills, and processes that will help employees engage and collaborate, and how to evaluate, select, and assemble the team involved in executing the CEM strategy (internal resources, outside service providers, and vendors).
J boye14 Conference CEM Imperative - team tools and tactics from Digital Clarity Group
]]> 1696 5 https://cdn.slidesharecdn.com/ss_thumbnails/jboye14workshopcemimperative-selectteamtoolsandtactics-140514150007-phpapp01-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 1 Social, Now? What Will (Finally) Change the World of Work? /slideshow/social-now-what-will-finally-change-the-world-of-work-33492516/33492516 twsocialnowapril2014distrib-140414045941-phpapp01
Tim Walters: Despite great enthusiasm and some positive results, enterprise social tools and practices have failed to make a significant impact in terms of implementations, adoption, regular use, or business results. In this (abridged) keynote presentation from the Social Now conference in Amsterdam (April 2014), I argue that enterprise social will continue to falter as long as the focus is on 1) the tools and practices (the "build it and they will come" fallacy) or 2) the benefits for the employees (the "it's all about the people" fallacy). Rather, social business will flourish when it is used to address a fundamental shift in business conditions -- namely, the empowerment of consumers and the consequent need for all firms to master customer experience management (CEM). ]]>
Tim Walters: Despite great enthusiasm and some positive results, enterprise social tools and practices have failed to make a significant impact in terms of implementations, adoption, regular use, or business results. In this (abridged) keynote presentation from the Social Now conference in Amsterdam (April 2014), I argue that enterprise social will continue to falter as long as the focus is on 1) the tools and practices (the "build it and they will come" fallacy) or 2) the benefits for the employees (the "it's all about the people" fallacy). Rather, social business will flourish when it is used to address a fundamental shift in business conditions -- namely, the empowerment of consumers and the consequent need for all firms to master customer experience management (CEM). ]]> Mon, 14 Apr 2014 04:59:41 GMT /slideshow/social-now-what-will-finally-change-the-world-of-work-33492516/33492516 DigitalClarityGroup@slideshare.net(DigitalClarityGroup) Social, Now? What Will (Finally) Change the World of Work? DigitalClarityGroup Tim Walters: Despite great enthusiasm and some positive results, enterprise social tools and practices have failed to make a significant impact in terms of implementations, adoption, regular use, or business results. In this (abridged) keynote presentation from the Social Now conference in Amsterdam (April 2014), I argue that enterprise social will continue to falter as long as the focus is on 1) the tools and practices (the "build it and they will come" fallacy) or 2) the benefits for the employees (the "it's all about the people" fallacy). Rather, social business will flourish when it is used to address a fundamental shift in business conditions -- namely, the empowerment of consumers and the consequent need for all firms to master customer experience management (CEM). <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/twsocialnowapril2014distrib-140414045941-phpapp01-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> Tim Walters: Despite great enthusiasm and some positive results, enterprise social tools and practices have failed to make a significant impact in terms of implementations, adoption, regular use, or business results. In this (abridged) keynote presentation from the Social Now conference in Amsterdam (April 2014), I argue that enterprise social will continue to falter as long as the focus is on 1) the tools and practices (the &quot;build it and they will come&quot; fallacy) or 2) the benefits for the employees (the &quot;it&#39;s all about the people&quot; fallacy). Rather, social business will flourish when it is used to address a fundamental shift in business conditions -- namely, the empowerment of consumers and the consequent need for all firms to master customer experience management (CEM).
Social, Now? What Will (Finally) Change the World of Work? from Digital Clarity Group
]]> 4674 10 https://cdn.slidesharecdn.com/ss_thumbnails/twsocialnowapril2014distrib-140414045941-phpapp01-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 1 Principles of Holistic Information Governance: From RM to IG /slideshow/aiim-2014-phi-gs-dcgd/33142820 aiim2014phigsdcgd-140404143614-phpapp01
Chris Walker's presentation at the 2014 AIIM conference.]]>
Chris Walker's presentation at the 2014 AIIM conference.]]> Fri, 04 Apr 2014 14:36:14 GMT /slideshow/aiim-2014-phi-gs-dcgd/33142820 DigitalClarityGroup@slideshare.net(DigitalClarityGroup) Principles of Holistic Information Governance: From RM to IG DigitalClarityGroup Chris Walker's presentation at the 2014 AIIM conference. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/aiim2014phigsdcgd-140404143614-phpapp01-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> Chris Walker&#39;s presentation at the 2014 AIIM conference.
Principles of Holistic Information Governance: From RM to IG from Digital Clarity Group
]]> 5201 4 https://cdn.slidesharecdn.com/ss_thumbnails/aiim2014phigsdcgd-140404143614-phpapp01-thumbnail.jpg?width=120&height=120&fit=bounds presentation White http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 1 Finding Your Needle in the CMS Haystack - 5 Keys to Selecting the Right CMS Technology and Service Provider /slideshow/finding-your-needle-in-the-cms-haystack-5-keys-to-selecting-the-right-cms-technology-and-service-provider/32771691 findingyourneedleinthecmshaystack-140326123341-phpapp02
Presentation slides from Digital Clarity Group's March 2014 Get Clarity webinar. In this presentation, we give an insightful look at DCGs proven process for selecting and acquiring business technology and the service provider team implementing it (e.g. Systems Integrator or Interactive Agency). This presentation is perfect if if youre currently searching for technology to transform your customer experience management initiatives a Content Management System, Marketing Automation Platform, Customer Relationship Management system, Digital Asset Management and is designed to give you confidence in the partner choices you make. View the entire webinar recording on DCG's &lt;a>website &lt;/a>]]>
Presentation slides from Digital Clarity Group's March 2014 Get Clarity webinar. In this presentation, we give an insightful look at DCGs proven process for selecting and acquiring business technology and the service provider team implementing it (e.g. Systems Integrator or Interactive Agency). This presentation is perfect if if youre currently searching for technology to transform your customer experience management initiatives a Content Management System, Marketing Automation Platform, Customer Relationship Management system, Digital Asset Management and is designed to give you confidence in the partner choices you make. View the entire webinar recording on DCG's &lt;a>website &lt;/a>]]> Wed, 26 Mar 2014 12:33:41 GMT /slideshow/finding-your-needle-in-the-cms-haystack-5-keys-to-selecting-the-right-cms-technology-and-service-provider/32771691 DigitalClarityGroup@slideshare.net(DigitalClarityGroup) Finding Your Needle in the CMS Haystack - 5 Keys to Selecting the Right CMS Technology and Service Provider DigitalClarityGroup Presentation slides from Digital Clarity Group's March 2014 Get Clarity webinar. In this presentation, we give an insightful look at DCGs proven process for selecting and acquiring business technology and the service provider team implementing it (e.g. Systems Integrator or Interactive Agency). This presentation is perfect if if youre currently searching for technology to transform your customer experience management initiatives a Content Management System, Marketing Automation Platform, Customer Relationship Management system, Digital Asset Management and is designed to give you confidence in the partner choices you make. View the entire webinar recording on DCG's &lt;a>website &lt;/a> <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/findingyourneedleinthecmshaystack-140326123341-phpapp02-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> Presentation slides from Digital Clarity Group&#39;s March 2014 Get Clarity webinar. In this presentation, we give an insightful look at DCGs proven process for selecting and acquiring business technology and the service provider team implementing it (e.g. Systems Integrator or Interactive Agency). This presentation is perfect if if youre currently searching for technology to transform your customer experience management initiatives a Content Management System, Marketing Automation Platform, Customer Relationship Management system, Digital Asset Management and is designed to give you confidence in the partner choices you make. View the entire webinar recording on DCG&#39;s &amp;lt;a&gt;website &amp;lt;/a&gt;
Finding Your Needle in the CMS Haystack - 5 Keys to Selecting the Right CMS Technology and Service Provider from Digital Clarity Group
]]> 766 2 https://cdn.slidesharecdn.com/ss_thumbnails/findingyourneedleinthecmshaystack-140326123341-phpapp02-thumbnail.jpg?width=120&height=120&fit=bounds presentation White http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 1 Finding Your Needle in the CMS Haystack /slideshow/finding-your-needle-in-the-cms-haystack/32771664 findingyourneedleinthecmshaystack-140326123255-phpapp01
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]]> Wed, 26 Mar 2014 12:32:55 GMT /slideshow/finding-your-needle-in-the-cms-haystack/32771664 DigitalClarityGroup@slideshare.net(DigitalClarityGroup) Finding Your Needle in the CMS Haystack DigitalClarityGroup <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/findingyourneedleinthecmshaystack-140326123255-phpapp01-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br>
Finding Your Needle in the CMS Haystack from Digital Clarity Group
]]> 491 4 https://cdn.slidesharecdn.com/ss_thumbnails/findingyourneedleinthecmshaystack-140326123255-phpapp01-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 1 Digital Pulse Summit - Building your Personal Brand Through Inbound Marketing - Dorie Clark /slideshow/digital-pulse-summit-building-your-personal-brand-through-inbound-marketing-dorie-clark/27660156 digitalpulsesummit-buildingyourpersonalbrandthroughinboundmarketing-dorieclark-131028135530-phpapp02
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]]> Mon, 28 Oct 2013 13:55:30 GMT /slideshow/digital-pulse-summit-building-your-personal-brand-through-inbound-marketing-dorie-clark/27660156 DigitalClarityGroup@slideshare.net(DigitalClarityGroup) Digital Pulse Summit - Building your Personal Brand Through Inbound Marketing - Dorie Clark DigitalClarityGroup <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/digitalpulsesummit-buildingyourpersonalbrandthroughinboundmarketing-dorieclark-131028135530-phpapp02-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br>
Digital Pulse Summit - Building your Personal Brand Through Inbound Marketing - Dorie Clark from Digital Clarity Group
]]> 554 4 https://cdn.slidesharecdn.com/ss_thumbnails/digitalpulsesummit-buildingyourpersonalbrandthroughinboundmarketing-dorieclark-131028135530-phpapp02-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 1 Digital Pulse Summit - The Forces Shaping the Web - Mike Lundgren, VML /slideshow/digital-pulse-summit-the-forces-shaping-the-web-mike-lundgren-vml/27658657 digitalpulsesummit-theforcesshapingtheweb-mikelundgrenvml-131028131147-phpapp01
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]]> Mon, 28 Oct 2013 13:11:47 GMT /slideshow/digital-pulse-summit-the-forces-shaping-the-web-mike-lundgren-vml/27658657 DigitalClarityGroup@slideshare.net(DigitalClarityGroup) Digital Pulse Summit - The Forces Shaping the Web - Mike Lundgren, VML DigitalClarityGroup <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/digitalpulsesummit-theforcesshapingtheweb-mikelundgrenvml-131028131147-phpapp01-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br>
Digital Pulse Summit - The Forces Shaping the Web - Mike Lundgren, VML from Digital Clarity Group
]]> 1071 3 https://cdn.slidesharecdn.com/ss_thumbnails/digitalpulsesummit-theforcesshapingtheweb-mikelundgrenvml-131028131147-phpapp01-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 1 Digital Pulse Summit - Marketing with Mobile in Mind & Its Effect on Social & Content Marketing - Troy Brown, MSL Group /slideshow/digital-pulse-summit-marketing-with-mobile-in-mind-its-effect-on-social-content-marketing-troy-brown-msl-group/27538671 digitalpulsesummit-marketingwithmobileinminditseffectonsocialcontentmarketing-troybrownmslgroup-131024124028-phpapp01
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]]> Thu, 24 Oct 2013 12:40:27 GMT /slideshow/digital-pulse-summit-marketing-with-mobile-in-mind-its-effect-on-social-content-marketing-troy-brown-msl-group/27538671 DigitalClarityGroup@slideshare.net(DigitalClarityGroup) Digital Pulse Summit - Marketing with Mobile in Mind & Its Effect on Social & Content Marketing - Troy Brown, MSL Group DigitalClarityGroup <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/digitalpulsesummit-marketingwithmobileinminditseffectonsocialcontentmarketing-troybrownmslgroup-131024124028-phpapp01-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br>
Digital Pulse Summit - Marketing with Mobile in Mind & Its Effect on Social & Content Marketing - Troy Brown, MSL Group from Digital Clarity Group
]]> 2926 4 https://cdn.slidesharecdn.com/ss_thumbnails/digitalpulsesummit-marketingwithmobileinminditseffectonsocialcontentmarketing-troybrownmslgroup-131024124028-phpapp01-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 1 Digital Pulse Summit - Beyond Websites, The Road to Delight in the Age of the Customer - Jeff Cram, ISITE Design /slideshow/digital-pulse-summit-beyond-websites-the-road-to-delight-in-the-age-of-the-customer-jeff-cram-isite-design/27538664 digitalpulsesummit-beyondwebsitestheroadtodelightintheageofthecustomer-jeffcramisitedesign-131024124013-phpapp02
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]]> Thu, 24 Oct 2013 12:40:13 GMT /slideshow/digital-pulse-summit-beyond-websites-the-road-to-delight-in-the-age-of-the-customer-jeff-cram-isite-design/27538664 DigitalClarityGroup@slideshare.net(DigitalClarityGroup) Digital Pulse Summit - Beyond Websites, The Road to Delight in the Age of the Customer - Jeff Cram, ISITE Design DigitalClarityGroup <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/digitalpulsesummit-beyondwebsitestheroadtodelightintheageofthecustomer-jeffcramisitedesign-131024124013-phpapp02-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br>
Digital Pulse Summit - Beyond Websites, The Road to Delight in the Age of the Customer - Jeff Cram, ISITE Design from Digital Clarity Group
]]> 483 2 https://cdn.slidesharecdn.com/ss_thumbnails/digitalpulsesummit-beyondwebsitestheroadtodelightintheageofthecustomer-jeffcramisitedesign-131024124013-phpapp02-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 1 Digital Pulse Summit - A Report From the Front Lines of CEM - Randy Woods, Non-Linear Creations /slideshow/digital-pulse-summit-a-report-from-the-front-lines-of-cem-randy-woods-nonlinear-creations/27538651 digitalpulsesummit-areportfromthefrontlinesofcem-randywoodsnon-linearcreations-131024123946-phpapp02
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]]> Thu, 24 Oct 2013 12:39:46 GMT /slideshow/digital-pulse-summit-a-report-from-the-front-lines-of-cem-randy-woods-nonlinear-creations/27538651 DigitalClarityGroup@slideshare.net(DigitalClarityGroup) Digital Pulse Summit - A Report From the Front Lines of CEM - Randy Woods, Non-Linear Creations DigitalClarityGroup <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/digitalpulsesummit-areportfromthefrontlinesofcem-randywoodsnon-linearcreations-131024123946-phpapp02-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br>
Digital Pulse Summit - A Report From the Front Lines of CEM - Randy Woods, Non-Linear Creations from Digital Clarity Group
]]> 872 3 https://cdn.slidesharecdn.com/ss_thumbnails/digitalpulsesummit-areportfromthefrontlinesofcem-randywoodsnon-linearcreations-131024123946-phpapp02-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 1 Digital Pulse Summit - Marketing Operations, How to Get the Most Bang for your Buck - Seth Gottlieb, Lionbridge /slideshow/digital-pulse-summit-marketing-operations-how-to-get-the-most-bang-for-your-buck-seth-gottlieb-lionbridge/27538641 digitalpulsesummit-marketingoperationshowtogetthemostbangforyourbuck-sethgottlieblionbridge-131024123927-phpapp01
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]]> Thu, 24 Oct 2013 12:39:27 GMT /slideshow/digital-pulse-summit-marketing-operations-how-to-get-the-most-bang-for-your-buck-seth-gottlieb-lionbridge/27538641 DigitalClarityGroup@slideshare.net(DigitalClarityGroup) Digital Pulse Summit - Marketing Operations, How to Get the Most Bang for your Buck - Seth Gottlieb, Lionbridge DigitalClarityGroup <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/digitalpulsesummit-marketingoperationshowtogetthemostbangforyourbuck-sethgottlieblionbridge-131024123927-phpapp01-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br>
Digital Pulse Summit - Marketing Operations, How to Get the Most Bang for your Buck - Seth Gottlieb, Lionbridge from Digital Clarity Group
]]> 666 5 https://cdn.slidesharecdn.com/ss_thumbnails/digitalpulsesummit-marketingoperationshowtogetthemostbangforyourbuck-sethgottlieblionbridge-131024123927-phpapp01-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 1 https://cdn.slidesharecdn.com/profile-photo-DigitalClarityGroup-48x48.jpg?cb=1626662886 DCG provides both the clarity and the guidance. We provide research, consulting, events and advisory services to help business leaders navigate the digital transformation. www.digitalclaritygroup.com https://cdn.slidesharecdn.com/ss_thumbnails/thetotalimpossibilitytwvabridged-151124202511-lva1-app6892-thumbnail.jpg?width=320&height=320&fit=bounds slideshow/the-total-impossibility-of-customer-experience-management/55479921 The total impossibilit... https://cdn.slidesharecdn.com/ss_thumbnails/raisingthebaroncustomerexperience-sliewehr-nonotes-150507132756-lva1-app6892-thumbnail.jpg?width=320&height=320&fit=bounds slideshow/raising-the-bar-on-customer-experience-jboye15/47864645 Raising the Bar on Cus... https://cdn.slidesharecdn.com/ss_thumbnails/customer-experience-141106010503-conversion-gate01-thumbnail.jpg?width=320&height=320&fit=bounds slideshow/customer-experience-management-imperative-41192683/41192683 Customer Experience Ma...