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
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  • Agencies and consultancies: not a turf war
    Ever since traditional management consultancies and systems integrators (SIs) started buying and building digital practices a few years ago, and media holding companies similarly have stepped up the pace of buying independent agencies and consolidating them, there has been a lot of discussion in the industry around which types of firm will ultimately win in the... read more > The post Agencies and...
Digital Clarity Group
Digital Clarity Group
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  • Equifax’s egregious response to a hacking breach–it’s past time to take heed
    Well, it’s happened again. We should be used to it by now, but it’s still shocking. Here’s yet another massive cybersecurity breach by criminals who made off with social security numbers, birthdays, addresses, and in some instances, driver’s license numbers and credit card numbers. (See this NBC News report for more details.) This time the... read more > The post Equifax’s egregious response to a ...
Digital Clarity Group
Digital Clarity Group
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  • Will you be a GDPR hero — or a GDPR victim?
    Choosing the wrong systems and partners always has negative business impact. The risks associated with poor choices are now even higher for organizations that market goods and services to European residents or track their behaviors – that is, for those that must comply with General Data Protection Regulation (GDPR) in just 253 calendar days. By... read more > The post Will you be a GDPR hero — or ...
Digital Clarity Group
Digital Clarity Group
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  • Customer Journey Maps: A path to innovation and increased profits
    “What is a customer journey map?” would seem to be a fairly self-explanatory question. A customer journey map is a diagram/infographic/flowchart the depicts the steps customers go through to engage with a company. Journeys can show the path to buying goods or services or gather information. Simple, right? Not so fast. Sure, a customer journey map is a... read more > The post Customer Journey Maps:...
Digital Clarity Group
Digital Clarity Group
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  • Conversations about business process by an all-star team
      Over the past six months, I’ve had an opportunity to participate in an exciting project related to business transformation, business process management (BPM), Lean, Six Sigma, and operational excellence. Roger Tregear, a Consulting Director with Leonardo Consulting in Australia, has just published Process Precepts, a collaborative book that also includes contextual contributions by sixteen... re...
Digital Clarity Group
Digital Clarity Group
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  • 2017: Seven Trends in Adaptive Case Management (BPM) Software
    The WfMC excellence awards The Workflow Management Coalition (WfMC), a standards organization for workflow and business process technologies, recently announced the 2017 winners of its Adaptive Case Management Excellence Awards. I always look forward to these announcements (and the related BPM Excellence Awards) and the follow-on book because the winners demonstrate the best of the... read more > ...
Digital Clarity Group
Digital Clarity Group
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  • Content Governance: Building the team
    In part one of this epic tale, we addressed the elephant in the content team room: governance. In this, part two, of the content governance tale, let’s look at building the team that will help ensure the right content, gets to the right channel, at the right time, to meet the needs of its audiences. As... read more > The post Content Governance: Building the team appeared first on Digital Clarity ...
Digital Clarity Group
Digital Clarity Group
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  • DAM Workflow: Plan for success
    “Plans are of little importance, but planning is essential.” ~ Winston Churchill No truer words spoken of any initiative … and definitely true when implementing a digital asset management system. When starting a DAM project, there are several options to consider when choosing your workflow technology.  Most DAMs come with some type of embedded workflow engine. ... read more > The post DAM Workflow...
Digital Clarity Group
Digital Clarity Group
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  • Multilingual content: A key driver for ecommerce growth
    Engaging with customers in their language is essential to delivering great experiences. And that engagement is more than just using the right words. It also involves crafting all content that touches the customer in such a way that it demonstrates empathy and understanding. Creating great content is no easy task in one’s native language. It’s... read more > The post Multilingual content: A key dri...
Digital Clarity Group
Digital Clarity Group
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  • You can’t judge a book by its cover: reports on AI, GDPR
    The notion that book titles and covers aren’t always a true representation of what’s inside came to mind when we posted a new DCG Insight Brief on trust and smart data. Recorded use of the idiom “you can’t judge a book by its cover” goes back to the mid-19th century, according to the folks at... read more > The post You can’t judge a book by its cover: reports on AI, GDPR appeared first on Digital...
Digital Clarity Group
Digital Clarity Group
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  • DAM Metadata: Easier than you think
    Like so many things: eating healthy, exercising, flossing – we know we should do these things, but be honest – when was the last time you flossed once a week, let alone every day. Metadata (data that describe other data) is kinda like that. We all know it is important. We all know we should... read more > The post DAM Metadata: Easier than you think appeared first on Digital Clarity Group.
Digital Clarity Group
Digital Clarity Group
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  • Wunderman’s Star Within WPP Continues To Rise
    It’s been a particularly busy couple of weeks for Wunderman, one of the largest digital agencies in the WPP network of companies. Since the beginning of June, the company has: acquired an agency in Spain called The Cocktail; forged a partnership with Salmon, a U.K. based commerce agency that is also part of the WPP network, to create... read more > The post Wunderman’s Star Within WPP Continues To...
Digital Clarity Group
Digital Clarity Group
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  • Two ways to succeed with that DAM adoption
    This week Digital Clarity Group published a pair of fresh new tools. Created by Cathy McKnight, head of our consulting practice, they offer information, tips, and checklists to help your organization succeed with the adoption of a new Digital Asset Management system (DAM). While it is often an overlooked and misused tool, the Digital Asset... read more > The post Two ways to succeed with that DAM ...
Digital Clarity Group
Digital Clarity Group
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  • BPM: making the case for case management software
    About five years ago, a new term emerged within the business process management (BPM) software market. This term, case management, refers to a specific approach for getting complex, information-intensive work done, as well as providing the name for a new category of BPM software. Case management, or adaptive case management as the WfMC calls it,... read more > The post BPM: making the case for cas...
Digital Clarity Group
Digital Clarity Group
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  • Robotic Process Automation (RPA): robots that automate routine and complex work
      What’s all the chatter about bots? It seems like 10-20% of my daily e-mail spam pertains to robots and chatbots– this kind of bot, that kind of bot, everywhere a bot. So, you might be wondering if you should pay attention to robots for business process automation or if this new product category–robotic process... read more > The post Robotic Process Automation (RPA): robots that automate routine...
Digital Clarity Group
Digital Clarity Group
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  • Sales success = knowing your audience
    To be successful in sales takes a special je ne sais quoi. Whether you have that special skill or not, and whether you are transacting on technology, shilling services, or pitching products, if you don’t know, and I mean really understand, your target audience, your likelihood of success is significantly diminished. Most people understand the importance... read more > The post Sales success = know...
Digital Clarity Group
Digital Clarity Group
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  • In Agency Holding Companies’ Drive To Stay Relevant, Will AI Help?
    The largest global agency holding companies – Dentsu Aegis, IPG, Omnicom, Publicis, and WPP – are competing more fiercely than ever in the face of multiple challenges. Three of the biggest challenges include downward pricing pressure for services, clients investing in building in-house agencies to replace external partners (i.e. Unilever), and increasing competition from systems... read more > The...
Digital Clarity Group
Digital Clarity Group
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  • Artificial intelligence grabs center stage at AIIM’s information management leadership council
    Last week I attended and chaired a panel at the AIIM Executive Leadership Council in Washington, D.C. Attendees were drawn from the AIIM board, visionaries and thought leaders working in the information management space, and senior executives from some of the leading information management vendors. The event’s purpose was to identify emerging technologies and markets... read more > The post Artifi...
Digital Clarity Group
Digital Clarity Group
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  • What digital leaders can learn from Melvin Conway and the LAPD
    Is your company its own worst enemy when it comes to delivering great experience? Your ability to engage and delight customers and prospects may be falling short because you’re tripping over your own organizational feet. Perhaps it’s time to take strategic action on change management. At DCG, we believe so strongly in the value of... read more > The post What digital leaders can learn from Melvin ...
Digital Clarity Group
Digital Clarity Group
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  • Companies may be sitting on a treasure trove of customer feedback but don’t realize it
    It’s increasingly difficult for companies to get good response rates when they ask customers for feedback. Many buyers are tired of being “invited” to participate in surveys at the end of telephone calls or chat sessions, or of being surveyed at the point of sale, or asked to log onto the website at the bottom of... read more > The post Companies may be sitting on a treasure trove of customer feed...
Digital Clarity Group
Digital Clarity Group
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  • AI for customer experience: largely overhyped but ready for some roles
    The hype surrounding artificial intelligence (AI) in today’s marketplace cannot be overstated. Most of the excitement is just that—hype and hot air, plus a whole lot of confusion about what AI actually encompasses. Source: unknown Whether it’s 1) voice-driven assistants such as Alexa and Siri, 2) chatbots that engage with customers, 3) robotic process automation... read more > The post AI for cust...
Digital Clarity Group
Digital Clarity Group
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  • Global Digital Agencies Have A Consistency Problem
    The race to create more global digital agencies continues apace as established agencies and consultancies continue to snap up smaller independents around the globe. Just this week, I received a message about Wunderman, a subsidiary of holding company WPP, buying a Spanish agency called The Cocktail (and surely I’m not the first person to wonder why it... read more > The post Global Digital Agencie...
Digital Clarity Group
Digital Clarity Group
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  • Is your firm ready to transform digital inside and digital outside?
    We first published our report Transform Customer Experience and Operational Excellence By Going Digital Outside and Inside in September 2015. The topic has only become more relevant since then, as senior leaders and executives continue to experience performance fall-out when external transformation and internal transformation initiatives aren’t connected. I’ll be presenting on digital outside and ...
Digital Clarity Group
Digital Clarity Group
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  • Governance for content success
    In part one of this epic tale, we addressed the elephant in the content team room: governance. In this, part two, of the content governance tale, let’s look at building a team that will help ensure the right content, gets to the right channel, at the right time, to meet the needs of its audiences.... read more > The post Governance for content success appeared first on Digital Clarity Group.
Digital Clarity Group
Digital Clarity Group
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  • Kofax, Perceptive Software and Hyland reshuffle the deck in search of new winnings
    Companies that grow by acquisition can be difficult to understand, particularly if lots of different products are bought from multiple sources over a sustained time period. (Take OpenText, for example.) Lexmark Enterprise Software is one such company, having taken several steps to get into–and now out of–enterprise software. With Lexmark International itself under new ownership,... read more > The...
Digital Clarity Group
Digital Clarity Group
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  • The Unconference Model: Cure for the Pain Caused by Digital Disruption?
    Last month I participated in an event which was refreshingly different from the types of industry gatherings I normally attend as a tech industry analyst and consultant. Cognifide, a digital agency that is part of the WPP group of companies, sponsored the one-day, London-based gathering, which was billed as an “unconference.” Cognifide invited the participants, who... read more > The post The Unco...
Digital Clarity Group
Digital Clarity Group
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  • Data protection concerns are shaking up every industry. Are you ready to respond?
    Barely a year from now – on May 25, 2018 – the EU’s General Data Protection Regulation (GDPR) will institute a revolutionary new business environment for any company that does business in the European Union. As explained in our Executive FAQ, our webinar, and our blog posts, the GDPR requires significant and fundamental changes in... read more > The post Data protection concerns are shaking up eve...
Digital Clarity Group
Digital Clarity Group
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  • Should we go with a headless content management system?
    If you are involved with your organization’s content management system in any capacity, you have probably heard the term “headless CMS” bantered about and have wondered what the heck everyone was talking about. Here’s the answer: headless is a (not-so-new) “new” approach for architecting web content management that has roots in decoupled content management systems.... read more > The post Should w...

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