Building World-Class CEM
Solutions
Service Providers and Why They Matter
Jill Finger Gibson, Principal Analyst
January 30,...
Experience management
is “do or die”
“Creating, nurturing, and sustaining relationships with customers and
other constitue...
“In the context of customer experience management,
there is no such thing as a software solution.”

Customer Experience Ma...
DCG’s primary research on
service providers for experience management
§  First comprehensive guides to the
landscape of a...
Our Expert
Jill Finger Gibson
§  Principal Analyst
§  Study director for Guides to
Service Providers
§  Directs knowled...
About Digital Clarity Group
Digital Clarity Group (DCG) is a research-based advisory firm that focuses on
the content, tec...
Business decision is not if, but who?
Are	
  we	
  
organized	
  for	
  
success?	
  Are	
  we	
  
able	
  to	
  execute?	...
Service provider landscape
CEM Service
Provider Landscape
Digital/
Interac:ve	
  
Agencies	
  

Adver:sing	
  
Agencies	
 ...
Key findings
Relationships between businesses and their partners
are undergoing rapid transformation.
More agile project ma...
Key findings
Challenges are more organizational than technical.
Skills shortage for both
technical and creative talent
Desi...
Key findings
Customer vision is becoming more holistic.
Businesses more savvy about
need for complete view of the customer
...
§  What do findings mean for CEM
adopters?

Implications
12	
  
§  What do findings mean for CEM
adopters?
§  What do findings mean for service
providers?

Implications
13	
  
§  What do findings mean for CEM adopters?
§  What do findings mean for service
providers?
§  What do findings mean for...
For more information
All attendees will receive a free sample of the Guide to Service Providers for
Web Content and Custom...
Thanks!
Replay available soon
info@digitalclaritygroup.com
http://digitalclaritygroup.com

16	
  
Upcoming SlideShare
Loading in …5
×

Building World Class Customer Experience Management Solutions - Service Providers and Why They Matter

590 views
396 views

Published on

How do you build world-class Customer Experience Management solutions? In this presentation, learn why the role of Service Providers (e.g. Interactive agencies and systems integrators) greatly influences your likelihood of success when undertaking web content management improvement projects.

The key findings from this presentation derive from Digital Clarity Group's brand new report, which profiles 42 North American Service Providers, available for download at http://www.digitalclaritygroup.com/research/premium-research/

Watch the video recording of this presentation at http://www.digitalclaritygroup.com/join-us-for-the-next-get-clarity-webinar-on-jan-30/

Published in: Marketing
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
590
On SlideShare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
0
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide

Building World Class Customer Experience Management Solutions - Service Providers and Why They Matter

  1. 1. Building World-Class CEM Solutions Service Providers and Why They Matter Jill Finger Gibson, Principal Analyst January 30, 2014 1  
  2. 2. Experience management is “do or die” “Creating, nurturing, and sustaining relationships with customers and other constituents via digital channels and devices grows hard and more complex every day. As the number of touchpoints proliferates, the expectations of consumers escalate, the battle for a sliver of their attention intensifies.” - Guide to Service Providers for Web Content and Customer Experience Management Digital Clarity Group How do we do the “do”? 2  
  3. 3. “In the context of customer experience management, there is no such thing as a software solution.” Customer Experience Management How do we design, build, and deploy solutions for managing experience? ERP eCommerce Social Media Customer DB Mobility Server Payments WCM PIM Analytics Search Ad Buying ECM DAM 3   Marketing Automation CRM Language Mgt
  4. 4. DCG’s primary research on service providers for experience management §  First comprehensive guides to the landscape of agencies, integrators, and other service providers §  North American edition features market analysis plus 42 profiles of service providers for WCM and CEM solutions §  European edition available April 2014 §  Offers insight into why and how to work with a service partner §  Profiles highlight technology expertise, vertical industry specialization, project approaches, and client perspectives 4  
  5. 5. Our Expert Jill Finger Gibson §  Principal Analyst §  Study director for Guides to Service Providers §  Directs knowledge and product development at DCG §  15 years of experience designing information services to support critical decision-making §  IDC, Outsell, and Elsevier 5  
  6. 6. About Digital Clarity Group Digital Clarity Group (DCG) is a research-based advisory firm that focuses on the content, technologies, and practices that drive world-class customer experience management (CEM). §  As analysts, our research, insights, and thought leadership cover the CEM footprint – those organizational capabilities and competencies that impact the experience delivered to customers and prospects. In our view, the CEM footprint overlays content management, marketing automation, e-commerce, social media management, collaboration, customer relationship management, localization, and search. §  As consultants, we believe that education and advice leading to successful CEM is only possible by actively engaging with all participants in the CEM solutions ecosystem. In keeping with this philosophy, we work with enterprise adopters of CEM solutions, technology vendors that develop and market CEM systems and tools, and service providers who implement solutions, including systems integrators and digital agencies.   6  
  7. 7. Business decision is not if, but who? Are  we   organized  for   success?  Are  we   able  to  execute?   Do  our  tech   vendors  offer  all   the  exper:se  that   we  need?   Are  we  best   posi:oned  for   success  if  we   choose  our  own   services  partner?   7  
  8. 8. Service provider landscape CEM Service Provider Landscape Digital/ Interac:ve   Agencies   Adver:sing   Agencies   Systems   Integrators   §  Most respondents identified as either digital agencies, systems integrators, or a combo of the two §  Bifurcation in SP landscape: more identifying as “fullservice” rather than specializing in a specific area Marke:ng   Comms.     Agencies   8  
  9. 9. Key findings Relationships between businesses and their partners are undergoing rapid transformation. More agile project management •  Iterative, learning-based Partnerships rather than projects •  For service providers of all sizes Driven by C-suite •  Driven by line of business in the past 9  
  10. 10. Key findings Challenges are more organizational than technical. Skills shortage for both technical and creative talent Desire for more “marketing technologists” More strategic SPs are helping to restructure their clients’ businesses Companies beginning to create C-level titles for Customer Experience 10  
  11. 11. Key findings Customer vision is becoming more holistic. Businesses more savvy about need for complete view of the customer “Mobile first” not “Oh, yeah, we also want mobile” E-commerce integral to businesses in verticals beyond travel and retail 11  
  12. 12. §  What do findings mean for CEM adopters? Implications 12  
  13. 13. §  What do findings mean for CEM adopters? §  What do findings mean for service providers? Implications 13  
  14. 14. §  What do findings mean for CEM adopters? §  What do findings mean for service providers? §  What do findings mean for technology vendors? Implications 14  
  15. 15. For more information All attendees will receive a free sample of the Guide to Service Providers for Web Content and Customer Experience Management. Visit our website for more information about the Guide and to purchase your copy http://digitalclaritygroup.com Contact Jill about the research jfgibson@digitalclaritygroup.com Contact us about our advisory and thought-leadership programs for service providers mlaplante@digitalclaritygroup.com Contact us about technology and service provider selections mmarchionda@digitalclaritygroup.com 15  
  16. 16. Thanks! Replay available soon info@digitalclaritygroup.com http://digitalclaritygroup.com 16  

×