Digital Clarity Group recently launched their Guide to Service Providers for Web Content and Customer Experience Management – 2013 North American edition.
The research report provides valuable insight regarding the growing demand and necessity for customer experience management (CEM), and the key role service providers play in helping organizations deliver successful digital customer experiences.
“The forces of digital disruption have empowered consumers and created a growing demand for rich, engaging, and consistent experiences across multiple channels and touchpoints. Customer experience management (CEM) designates an evolving set of practices, technologies, partnerships, and business values that, taken together, enable organizations to orchestrate, offer, and optimize consistently superior customer experiences. Mastering CEM is an imperative because the quality of the experiences you offer and support will increasingly determine the fate of your company.”
“It is crucial to realize that no software vendor offers a packaged solution or a complete platform for customer experience management. Companies draw upon a broad, growing, and rapidly shifting ecosystem of software solutions to support CEM. Because most interactions depend, or at least draw, upon content in a digital format, web content management (WCM) tools and practices will continue to play a central role in the CEM ecosystem for the foreseeable future.”
While technology is an enabler in delivering CEM, the real success lies in how the initiative is implemented, and choosing the right service provider — whether it be a systems integrator, digital agency, or consultant — plays a critical role.
“The customer experience imperative is clear. Organizations must create connected digital content experiences across all of the channels they manage,” says Cathy McKnight, Partner and Principal Analyst, DCG. “Successful deployment of these tools requires true expertise and, most of all, experience. Selecting the right service provider to help deploy these solutions can make or break an organization’s plan.”
The full report takes a look at 42 North American service providers that organizations might want to consider in a Web content management system implementation. Rivet Logic is proud to be a featured systems integrator participating in this report.
Click here to learn more about CEM and to download a special edition of the report.