Digital Clarity Group, Inc. is a research-driven advisory firm focused on helping business leaders navigate the digital transformation by providing advice across four themes: Consumer Engagement, the Social Enterprise, Innovative Change, and Adaptive Technology. Headquartered in New York, United States, the company has offices in Los Angeles, Boston, Toronto, Bonn, and London, England. Digital Clarity Group advises buyers of business technology by helping them select enterprise software for their needs, and/or a qualified service provider (interactive agency, systems integrator, etc.) to help them use it. The firm also authors research and Insight Reports, all of which are freely available to subscribers.

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Digital Clarity Group
Digital Clarity Group
Blog Post
  • After attending the SAPPHIRE conference in Orlando this week, I leave feeling slightly puzzled, but also slightly bullish on SAP’s future in digital experience (DX). Given it is SAP’s flagship conference, SAPPHIRE covers a wide range of technology topics. And, while meaningful to me, DX is hardly the primary topic on most attendees’ minds given... read more > The post Can SAP’s new C4/HANA suite l...

Digital Clarity Group
Digital Clarity Group
Blog Post
  • Organizations, of all sizes, are faced with an increasingly complex and growing landscape of technologies to choose from. Today’s industry-leading marketing and customer experience management solutions offer far more functionality than ever before. This expanded breadth of capabilities, along with the need for many of the tools in place to work (integrate) with other applications,... read more > T...

Digital Clarity Group
Digital Clarity Group
Blog Post
  • Who and what is driving investment in digital experience platforms (DXPs)? What approaches are companies taking to their DXPs — going with a single vendor’s end-to-end suite, or assembling their DXPs with best-in-class components from multiple vendors? Why take one approach over the other? And just what is digital experience platform, anyway? What capabilities comprise... read more > The post DCG ...

Digital Clarity Group
Digital Clarity Group
Blog Post
  • I just attended an interview at Appian World that’s particularly relevant to organizations focused on bringing process and data together for business transformation. The speaker was Martin Resch, Executive Vice President at Bank of the West. Michael Heffner, Global Financial Services & Insurance Industry lead at Appian, was the interviewer. The bank’s transformation journey started... read more > ...

Digital Clarity Group
Digital Clarity Group
Blog Post
  • 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 > The post “Not-so-great” customer experience (or, when the bac...

Digital Clarity Group
Digital Clarity Group
Blog Post
  • For marketers, content management systems are the workhorses of customer experience and digital engagement. The need to fill and refill the content pipeline, to track and measure, and to deliver effectively is inexorable. Content is created, stored, and managed in multiple formats and systems, including web content, product information, customer information, and digital assets. Marketers... read m...

Digital Clarity Group
Digital Clarity Group
Blog Post
  • “That was great, we’ll be in touch”. “Yes, we’d love to do business with you. Let’s get started.” That is the difference between a generic, canned presentation and one that reaches out and touches the audience, making everyone feel you know and understand them. Most people understand the importance of knowing your audience. Whether it is a... read more > The post Know your audience, your competiti...

Digital Clarity Group
Digital Clarity Group
Blog Post
  • Want your project to fail? Select the perfect technology, but the wrong digital partner. Want to ensure success? Select the right digital partner, and a less-than-perfect technology. Heck, go ahead and make a bad technology choice. If you’ve got a great partner that understands your business, is fluent in the technology and how it integrates... read more > The post Success requires the right digit...

Digital Clarity Group
Digital Clarity Group
Blog Post
  • We’re pleased to share some exciting news. Digital Clarity Group has launched Partner Finder, a new resource that helps organizations deliver world-class customer experience by engaging the best digital partners for their initiatives. Partner Finder addresses a problem that’s validated by our own voice-of-the-customer (VOC) research: approximately one of every four technology projects fails outrig...

Digital Clarity Group
Digital Clarity Group
Blog Post
  • In three upcoming webinars, our analysts cover the hot topics that are shaping the digital agenda for 2018. Jill Finger Gibson describes next-generation commerce, using direct-to-consumer commerce in the manufacturing sector. How are companies executing, and what are the key challenges? Tim Walters delivers hope to marketers with a positive take on data-driven marketing in a... read more > The pos...

Digital Clarity Group
Digital Clarity Group
Blog Post
  • I just got this handwritten postcard from my mail order pharmacy (see below). It put a smile on my face and left me impressed that the company and this individual would take the time to reach out in such a personal manner. It’s just one of many steps the firm has taken to ensure that... read more > The post Delighting customers doesn’t always require a huge investment and massive effort appeared f...

Digital Clarity Group
Digital Clarity Group
Blog Post
  • May 25, compliance date for the General Data Protection Regulation (GDPR), is looming large for companies that capture, manage, or use the personal data of any individual residing in a country in the European Union. If your company is impacted, are your marketers fearing calamity — or are they seeing GDPR compliance as a catalyst... read more > The post 143 Days to GDPR Compliance: Marketing Calam...

Digital Clarity Group
Digital Clarity Group
Blog Post
  • Ask a group of people who have recently served as key participants of a recent digital experience (DX) technology implementation, led by a digital partner (systems integrator, consultancy, or digital agency) at their respective organizations, and you will get a wide variety of responses. One person thinks their project went smoothly. Another person cites a... read more > The post What Makes a Grea...

Digital Clarity Group
Digital Clarity Group
Blog Post
  • Customers Tap Digital Agency for Excellence in Implementing Adobe Experience Manager In our continued efforts to help organizations deliver world-class customer experience through partnerships with best-fit technology vendors and digital partners, we are happy to present London-based digital agency Cognifide with the 2018 VOCalis Award of Excellence in implementing Adobe Experience Manager. This i...

Digital Clarity Group
Digital Clarity Group
Blog Post
  •   In 2018, digital disruption will continue unabated, unsettling organizations that have already started down a digital transformation path. Why? Because recasting enterprises into a truly customer-driven culture is a very complex, challenging and slow process—requiring lots of executive time and resources, a deep insight into customer journeys, and a strong focus on organizational change... read ...

Digital Clarity Group
Digital Clarity Group
Blog Post
  • If you are seeking the latest best practices and implementation trends in business process management (BPM), you should look at the recent winners of the Workflow Management Coalition (WfMC) BPM Excellence Awards, described below, for a forward perspective. These winners, announced in December 2017, exemplify successful deployments around the world while also showcasing many of... read more > The ...

Digital Clarity Group
Digital Clarity Group
Blog Post
  • Ever since the Web burst onto the scene in the early 1990s, with Amazon close on its heels in 1994, retailers have tried – and too many times failed – to staunch their declines in revenues and bottom lines. Fighting back trends ranging from stagnation to perilous decline, retailers have tested and launched a plethora... read more > The post Retailers turn to customer journey strategies for busines...

Digital Clarity Group
Digital Clarity Group
Blog Post
  • If you are like me, you’ve probably wondered what is so sizzling hot about robotic process automation. After all, two of its main selling points are 1) the ability for business users to write their own automation scripts (we’ve seen this before with Lotus Notes applications) and 2) providing a tool to automate manual activities.... read more > The post Don’t miss out on robotic process automation ...

Digital Clarity Group
Digital Clarity Group
Blog Post
  • In their quest to improve the experiences they deliver to their customers and under pressure to move more business online, companies are increasingly looking at upgrading or replacing their existing web content management systems (WCMs) and their ecommerce systems at the same time. Due to the complexity of adding just one business-critical platform, let alone two, this... read more > The post 5 Qu...

Digital Clarity Group
Digital Clarity Group
Blog Post
  • FUD fəd/ noun; fear, uncertainty, and doubt, usually evoked intentionally in order to put a competitor at a disadvantage. In the case of intranets, it is often an organically generated feeling articulated as “here we go again” when the internal communications start talking about the “new and improved” intranet. Intranet Principles Most of us who have worked... read more > The post Want to make you...

Digital Clarity Group
Digital Clarity Group
Blog Post
  • It might seem like we’re playing SEO bingo with the title of this post. If you are making the annual trek to Boston for the Gilbane Digital Content Conference (November 28 to 30), you’ll recognize these practices and technologies as themes across the program. They are also topics that DCG team will be covering in our... read more > The post Recommended reading for the Gilbane Boston-bound: content...

Digital Clarity Group
Digital Clarity Group
Blog Post
  • “They aren’t creative.” That’s the common retort from digital agency executives, when asked why they don’t see management consultancies and systems integrators (SIs) as competitive threats. This is despite the fact that consultancies and SIs are acquiring or building digital experience capabilities, and are competing directly with agencies for projects that just two years ago would not... read mor...

Digital Clarity Group
Digital Clarity Group
Blog Post
  • Business transformation, or its offspring–digital transformation–is sweeping across the pharma industry. In reality, most pharma companies been slower to embrace transformation than firms in many other industries, such as retail and CPG. Now pharma companies are either racing or at least marching double-time to catch up with new business models and customer expectations. As a... read more > The po...

Digital Clarity Group
Digital Clarity Group
Blog Post
  • The requirement to comply with the General Data Protection Regulation (GDPR) is 197 days away.  By now, most of our readers are aware that the regulation affects any organization that captures, maintains, and uses personal information about individuals who reside in countries within the European Union. The swath of global companies impacted is therefore broad... read more > The post 197 days to GD...

Digital Clarity Group
Digital Clarity Group
Blog Post
  • The other night my husband and I saw American Made, the recent movie starring Tom Cruise as a rogue pilot who gets enmeshed with drug cartels. It was an energetic, fast-paced, entertaining movie that we both enjoyed. Funny thing, though. The first comments that both my husband and I made to each other when walking... read more > The post Hollywood: coming to a business near you appeared first on D...

Digital Clarity Group
Digital Clarity Group
Blog Post
  • I am literally amazed at the enthusiastic level of interest/hype in robotic process automation, also known as intelligent automation. It’s been a long time since I’ve seen hardened IT execs and seasoned business people get so excited by a technology (much less a non-glamourous product category that automates clerical/administrative work.) Need some examples? Here’s a few:... read more > The post T...

Digital Clarity Group
Digital Clarity Group
Blog Post
  • IT modernization is becoming a mandatory business imperative for federal, state, and local governments. The same factors that propel private enterprises to modernize so they can embrace customer experience and operational excellence also drive government agencies—but with an added twist. Government agencies process enormous volumes while supporting a huge citizen base that differs widely on... rea...

Digital Clarity Group
Digital Clarity Group
Blog Post
  • When the large technology research firms produce foolhardy “research”, our response is typically an eye-roll – Ho hum, there they go again. But, while mostly futile, those vendor plot graphs generate a lot of revenue, so we understand that they have to churn them out regularly to keep the business afloat, and thus, the resulting reports can’t all be... read more > The post Nonsensical: the latest ...

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