The CEM Imperative: Customer Experience in the Age of the Empowered Consumer

An Insight Paper from Digital Clarity Group.

The ability to effectively manage relationships with prospects and customers can make or break an organization. Unfortunately, there is currently no “one-size-fits-all” solution to managing these experiences, which means Customer Experience Management (CEM) is hard, complicated, and very new. In this Insight Paper, Digital Clarity Group makes the case for CEM by explaining that empowered customers, enabled by new technologies, are demanding more and more dynamic and engaging experiences with the brands they love. The paper brings clarity to the confusion surrounding CEM and dispels several myths about CEM along the way. Readers will have a better understanding of their options for assistance with their own CEM initiatives and where Service Providers fit in the CEM equation.

About DCG:

Digital Clarity Group is an analyst and consulting firm that helps organizations navigate the new world emerging from digital disruption. DCG works with business leaders who aim to transform the experience that they deliver to customers, prospects, and employees. The firm delivers insight, research, and services focused on the content, technologies, and practices that enable world-class experiences.