Guide to Service Providers for Web Content and Customer Experience Management

Size: px
Start display at page:

Download "Guide to Service Providers for Web Content and Customer Experience Management"

Transcription

1 Digital Clarity Group s Guide to Service Providers for Web Content and Customer Experience Management 2013 North American Edition Authored by: Tim Walters, Ph.D. Cathy McKnight Marianne Kay Tiffany Elliot Scott Liewehr Feature Profile: NorthPoint Digital

2 All rights reserved. No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopy, recording, or any information storage and retrieval system, without prior permission in writing from Digital Clarity Group. Copyright Digital Clarity Group, Inc

3 Table of Contents Section 1: From Web Content to Customer Experience Management Letter from the President 5 Why This Report? 6 From Web Content to Customer Experience Management 7 The CEM Imperative 9 The Myth of Software Solutions 14 The Growing Role of Service Providers 16 The Shifting Service Provider Landscape 17 Service Provider Assessment Framework 21 Section 2: Service Provider Profiles Feature Service Provider Profile: NorthPoint Digital 26 The North American Service Provider Landscape 33 Report Methodology 33 Service Providers by the Numbers 35 Section 3: Directories Alphabetical Directory of Service Providers 39 Service Provider WCM Vendor Partnerships 41 WCM Vendor Reference Table 43 3

4 Section 1 From Web Content to Customer Experience Management Letter from the President From Web Content Management to CEM The Myth of Software Solutions The Shifting Service Provider Landscape Why This Report? The CEM Imperative The Growing Role of Service Providers Service Provider Assessment Framework 4

5 Letter from the President We live in the age of digital disruption a time when organizations are challenged to transform... or die. That s not an overstatement in an era where household brands are both materializing and disappearing on a near-daily basis. Technology is advancing at a mind-boggling pace, and innovative businesses are launching all the time, each raising the bar on consumer expectations just a tad higher. The average business is massively challenged by the demand for near-constant transformation. In my view, these challenges are compounded by a myopic focus on technologies by all parties - vendors, analysts, and end-users in equal measure. No doubt, software is increasingly necessary for successful customer experience management, and selecting the wrong products can have a crippling effect. But, as we argue in the introduction to this report, more software only means that more emphasis must be placed on finding the right partners to implement and integrate the technologies and to assist with research, analytics, business strategy, and other services for a complete solution. In the world of web content and customer experience management, those partners come in the form of systems integrators, digital agencies, marketing communications firms, or even ad agencies. We refer to them collectively as service providers. When we founded Digital Clarity Group in March of 2012, one of our founding principles was that we will not assist with technology vendor selections unless we also participate in the selection of the service provider partners. We focus our service provider evaluations on their approach, their fluency with the technology, their empathy towards our clients challenges, and their ability to lead them through the numerous choices they ll have to make throughout the relationship. We believe this emphasis on service providers has been instrumental to our clients successes. We have compiled this guide to 42 North American service providers in order to help you select the right partners as you navigate digital disruption. Best Regards, Scott Liewehr President, Digital Clarity Group 5

6 Why This Report? The forces of digital disruption have empowered consumers and created 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. As a business discipline, CEM requires a deep, company-wide commitment to understanding and serving the needs and expectations of customers. It is certainly not a software solution that can be purchased, plugged-in, and turned on. Nevertheless, because most interactions are either conducted in digital channels or at least draw upon digital resources, companies deploy a broad, growing, and rapidly shifting ecosystem of technologies to support CEM. For the foreseeable future, web content management (WCM) software will occupy a central and fundamental position within the CEM ecosystem for two main reasons. First, websites (including the mobile web) remain the predominant channel for customer interaction. Second, the primary WCM workloads namely, the creation, management, and distribution of digital assets persist at the core of omnichannel customer experience management. CEM is hard, complicated, and new. Very few organizations have all of the inhouse resources necessary to deploy the technologies, formulate the strategies, and optimize the outcomes. Most companies should and will turn to external service providers (digital agencies, systems integrators, consultants, etc.) for assistance, at least in the initial phases. This report highlights the WCM partnerships and expertise of the North American service providers within the context of their evolving support for CEM. It includes an assessment framework to aid in the evaluation and selection of service provider partners. 6

7 From Web Content to Customer Experience Management When corporate websites became common in the late 1990s, they were the first large-scale, all-digital channel for communicating with customers and prospects. 1 Web content management (WCM) software, along with the accompanying processes and skill sets, emerged in order to do exactly what its name states support the management of this new kind of corporate information called web content. just when they have tamed but rarely mastered the technologies and business practices of web content management, businesses find that they urgently need to take on customer experience management (CEM) in order to support consistent and engaging interactions on mobile devices and other emerging digital touchpoints. Corporate web presences and WCM systems have both evolved in the interim. 2 Most companies now recognize the indispensable value of an acceptable web presence although most still do not fund web teams and initiatives in proportion to that value. And yet, just when they have tamed but rarely mastered the technologies and business practices of web content management, businesses find that they urgently need to take on customer experience management (CEM) in order to support consistent and engaging interactions on mobile devices and other emerging digital touchpoints. 3 Supporting customer experience management requires a broad ecosystem of functional capabilities, corresponding software applications, and related business processes. However, WCM software (and the vendors that produce it) will continue to occupy a central and privileged place within CEM for two fundamental reasons. First, websites (now especially on mobile devices) remain the predominant channel for customer interaction. 4 Second, the primary WCM workloads namely, the creation, management, and distribution of digital assets persist at the core of omnichannel experience management. In recent years, some legacy WCM vendors have built or acquireded various capabilities such as advanced analytics, campaign management, optimization tools, etc. and now market a suite or platform for customer experience 7

8 management (or, somewhat confusingly, web experience management). It is important to note, however, that no vendor yet offers a comprehensive, end-to-end suite for experience management. Numerous other WCM vendors have chosen not to pursue the CEM platform strategy and now position their products as bestof-breed solutions for the core content management requirements of CEM. WCM software (and the vendors that produce it) will continue to occupy a central and privileged place within CEM for two fundamental reasons. First, websites (now especially on mobile devices) remain the predominant channel for customer interaction. Second, the primary WCM workloads namely, the creation, management, and distribution of digital assets persist at the core of omnichannel experience management. 8

9 The CEM Imperative The forces of digital disruption are radically altering how we all access and consume information, communicate and socialize, shop and purchase. Ubiquitous connected devices, social networks, cloud services these and other innovations have already essentially inverted the relationship between sellers and buyers, between brands and customers. Consumers are empowered by information and shared opinions, and they are emboldened by choice. They have developed an appetite for rich and rewarding interactions, and they rarely hesitate to seek alternatives when disappointed. Increasingly, companies will succeed and fail according to the quality of the digital experiences that they offer. Dispelling the fear of CEM hype Customer experience management is a controversial concept. Although the concept of the customer experience can be simply defined (in the words of experience guru Bruce Temkin) as the perception that customers have of their interactions with an organization, the psychology of such perceptions and the resulting experiences are still under investigation. 5 At the practical level, some observers question whether customer experiences can be managed. 6 In addition, since the appeals to embrace CEM come frequently (but not exclusively) from vendors whose WCM tools seem, in many cases, to have miraculously morphed into solutions for CEM some observers are justifiably suspicious that the jargon of customer experience is merely hype designed to sell more software. 7 The accusation that CEM or any other technology or service is just hype is easy to deal with. First, dig into history a bit and you ll notice how hilariously wrong such dismissals have been in the past: From mainframe computers and PCs to smartphones; from e-commerce to e-books; from social networks to 140-character microblogging breakthrough innovations are inevitably accompanied by Cassandras who deny their value and denounce their proponents. Moreover, the fact is that vendor marketing (at least for relatively complex technologies and services) always has an element of hype. The vendors state what the product can do. It s up to the buyers to determine what it will be able to do for them, given their existing environment, skill levels, and other constraints. (And that, after all, is the point of a well-run vendor evaluation and selection process. 8 ) 9

10 The demand for cohesive, omnichannel digital experiences arises from customers, not from vendor hype. While it is necessary to question vendors marketing claims, and while it is of course true that no software platform can address and solve CEM, ignoring the challenges of CEM puts companies in extreme peril. The demand for cohesive, omnichannel digital experiences arises from customers, not from vendor hype. If your business does not feel the pressure of that demand, no marketing rhetoric should compel you to take action although you might want to confirm that you still have customers. Customer experience? We tried that The other, better reason to be suspicious of CEM is that customer experience usually called CX has existed as a discipline and corporate program for decades. 9 During most of that time, the experiences of customers were generally unremarkable and often dreadful. Information and insights were controlled by monopolies and doled out on their terms. For example, you could read about a beach resort in its brochure. You could ask a travel agent who was probably getting commissions from the hotel about it. You could read a few sentences about the resort in a travel guide. And what if the reality didn t match the marketing? You could lick a stamp and mail a letter to the complaint center, where your side of the story would die in a pile with its equally impotent peers. If that s what CX produced in all those years of trying, who needs CEM? Or, rather, if companies have already done it and done it poorly how can CEM be an imperative today? In the past, disappointed consumers could lick a stamp and mail a letter to the complaint center, where their side of the story would die in a pile with its equally impotent peers. 10

11 How digital disruption called forth CEM The answer is (once again) the forces of digital disruption. Social, mobile, video, cloud these are the established Four Horsemen of the digital apocalypse, but there are many others. 10 The internet itself is the critical foundation of digitalization, of course. But as long as the web remained a brochure-like, one-way communications medium, it did little to change the relationship between brands and buyers. With the social revolution of Web 2.0, consumers became publishers your opinions reached not tens but tens of millions, and the ineffectual complaint letter became a viral video. The power dynamics shifted so completely and quickly that you can still bring a smile to the faces of consumers and cold sweat to the brow of brand owners just by whispering the curious phrase, United breaks guitars. 11 The social web forced businesses to end the drip-feed monologue and begin a conversation with consumers and then handed control of the conversation to the crowd. It eroded customer loyalty by exposing it, in many cases, as enslavement enforced by ignorance of alternatives. It created a very tall soapbox for anyone who wished to condemn (or compliment) a product or service, and it enabled a boundless, constantly updated trove of information where previously there were corporate ministries of propaganda. It granted voice and choice to the disenfranchised. Mobility creates ubiquitous content consumption The social disruption transformed the web from a solitary activity into a force of solidarity, and it fundamentally changed the use and meaning of the web as a medium. However, it is the rapid adoption of smart mobile devices that has provided the explosive force behind the CEM imperative. The unexpected popularity of smartphones and tablet computers has established new empires and destroyed others. But this mobile shift does not mean that we abandon fixed PCs for handheld devices. Rather, it means that we escape from the chains that made access to computing and connectivity an occasional and temporary activity dictated by the location of a machine. The mobile shift designates the transition from scarce and restricted access to computing The mobile shift designates the transition from scarce and restricted access to computing services to ubiquitous access. It is not about a type of computer, but a mode of consumption. Not a different kind of thing, but a different mode of being. 11

12 services to ubiquitous access. It is not about a type of computer, but a mode of consumption. Not a different kind of thing, but a different mode of being. 12 The mobile shift creates a cycle of accessibility, connectivity, and content consumption (see Figure 1). In this cycle, the ownership of multiple connected devices ensures that the internet and computing services are always at hand literally. This ubiquitous connectivity encourages consumers to use the internet for real-time, task-oriented activities. Cloud resources, predictive analytics, and embedded sensors can make information more intelligent and relevant. Figure 1. The cycle of connectivity and content consumption The product of this ever-accelerating cycle is ubiquitous content consumption. This means, first, that digital content, information, and experiences are available (in principle) anytime and anywhere. Consumers quickly take advantage of this access; witness the rapid and unforeseen rise in practices like multiscreening during television broadcasts, showrooming in retail stores, and real-time journalism on Twitter. Ubiquity means that digital content increasingly informs and mediates virtually every aspect of existence. (Google Glass and similar wearable devices represent Appreciation Expectation Exposure Demand Figure 2. The consumer's insatiable appetite for new experiences 12

13 the obvious next stage in this development, but it is in fact an evolution that extends back to at least the advent of the mainframe computer, and it is arguably present in every process of technological optimization.) A new understanding of consumers and the advent of CEM Ubiquity calls for a new understanding and definition of consumers. Rather than remain as actual or potential buyers of goods and services, consumers become insatiable, voracious, and uninhibited consumers of digital experiences. The purity of their appetite means that exposure to a marginally more engaging or desirable experience quickly morphs into an expectation and then the demand for similar or superior experiences. (See Figure 2.) A great customer experience is not something you can choose to provide or withhold. It is something consumers crave, need, and can always find. It is not something you can put off until the economy improves or the budget grows because consumers don t care about your budget, and a sour economy only makes them more desperate for desirable digital distractions. Consumers already have great digital experiences and respond to them positively. The only question is whether you are going to be one of their providers of choice. CEM is an imperative because you re either competing with superior customer experiences or you re not even part of the game. 13

14 The Myth of Software Solutions Creating, nurturing, and sustaining relationships with customers and other constituents via digital channels and devices grows harder and more complex everyday. As the number of touchpoints proliferates, the expectations of consumers escalate, the battle for a sliver of their attention intensifies. Whether web-centric or omnichannel, creating and managing digital experiences therefore involves an increasingly large ecosystem of software categories and specific applications, including web content management (WCM), recommendation engines, social media sentiment analysis tools, advanced analytics, digital asset management (DAM), and much more (see Figure 3). (For an explanation of the privileged role of WCM, see above From WCM to CEM. ) Marketers and other teams responsible for digital experiences have had to assume a larger role in the evaluation and selection of such software solutions to the extent that some suggest, The CMO is the new CIO. 13 E-COMMERCE ERP PAYMENTS ANALYTICS SOCIAL MEDIA MANAGEMENT CUSTOMER DB MOBILITY SERVER WCM PIM DAM ECM CRM MARKETING AUTOMATION SEARCH AD BUYING TRANSLATION SERVICES Figure 3. Selected elements of the CEM software ecosystem In the context of CEM, there is no such thing as a software solution. 14

15 Vendors offer these software solutions. Analysts evaluate them. Consultants will help you pick the software solution that addresses your needs. But there is one problem: At least in the context of customer experience management, software is not a solution. No matter how thoroughly you identify your core business requirements and how accurately you select a product that will support and enable them, software cannot even begin to contribute to the solution without the three I s. Namely: Implementation. It is a truism that software is not a solution but a tool, and that its impact depends on how it is put to use. But in fact, software isn t even a tool until it is installed and implemented into its operating environment. Integration. First-generation WCM systems were often implemented and used as stand-alone applications, which reflected the fact that organizations often treated websites as incidental to the core business. Today, WCM and other CEM applications must be extensively integrated with each other, as well as with infrastructure and enterprise applications (so-called systems of record) that may be located in the cloud and on premises. Incorporation into ongoing and optimized processes. The go live date of a CEM initiative is not the end, nor the beginning of the end, nor (with apologies to Churchill) even the end of the beginning. The pace of change and the power of consumers render a CEM initiative so dynamic that it approaches volatility. It must be constantly monitored, carefully analyzed, and incessantly optimized. As the number and variety of software applications supporting a business process increases, so does the role of the three I s and not just proportionally, but at a multiple that reflects the growing complexity of the overall solution. In other words, the more software you need, the less important it becomes. The role of the software (and of the vendor selection process) is diminished in comparison to the role of the implementation, integration, and incorporation of the software into a complete solution. The more software you need, the less important it is to your overall success. 15

16 The Growing Role of Service Providers In the web-centric era, every aspect of the three I s was relatively simpler. Implementation entailed installing and configuring the web content management system. Integrations were limited in number and did not change frequently. And the launch date of a new or revised website was often considered the end of a project. To be sure, the properties might be revised as a result of insights from web analytics, but with the exception of some e-commerce sites, the incorporation of the site into dynamic and complex business operations was minimal. In the era of customer experience management, the ability to design, deliver, and (crucially) continue to operate, nurture, and optimize a complete solution for customer engagement is orders of magnitude more complex. CEM is not merely a somewhat harder version of WCM. Every aspect of an initiative, from user research and initial design to system integrations and optimization must be richer, faster, and more sophisticated. Interactions must be planned for multiple, segmented customer journeys, not just site visitors. Analytics are now so rich and the available data so big that they can and should drive virtual real-time responses. Previously siloed channels, such as direct mail, broadcast advertising, contact center, and web even if they are islands of excellence must now transform into cohesive, coherent, and consistent experiences. And all of the technologies, processes, and workflows that enable CEM must be designed and built in such a way that they are flexible and adaptable in the face of rapidly changing conditions. WCM projects were regularly completed by a combination of internal IT resources and the software vendor s professional services team (or its designated partner). With very rare exceptions, this is no longer sufficient. CEM is so new, hard, and complex that nearly all organizations must draw on third-party service providers to provide or supplement skills in research, strategy, design, technology, operations, and much more. In short, service provider partners increasingly provide an indispensible ingredient in any CEM solution. In this sense, the less commonly used designation solution provider is more accurate. We have, however, used the more established term in this report on North American service providers. CEM is not merely a somewhat harder version of WCM. Every aspect of an initiative, from user research and initial design to system integrations and optimization must be richer, faster, and more sophisticated. 16

17 The Shifting Service Provider Landscape The umbrella term service provider encompasses firms that vary widely according to their size, focus, skill sets, service offerings, and demonstrated expertise. In our survey of North American service providers, we asked each firm to identify itself with up to two of the established company types: advertising agency, digital agency, marketing communications firm, and systems integrator. (See Figure 4.) The generalized characteristics of each of these four main types of service providers do not, of course, precisely apply to any given firm within that category. They are, however, quite useful for understanding a company s legacy and core competencies. As we discuss in more detail below, most service providers are currently undertaking significant transformations to better support customer experience initiatives. The continued use of the established designations allows them to leverage their established brand, reputation, and core strengths. 79% Digital Agency 55% Systems Integrator 29% Other 5% Advertising Agency 7% Marketing Communications Agency NOTE: Each company was allowed to self identify up to two service provider types so total distribution exceeds 100%. Figure 4. Self-identified service provider types 17

18 d Digital Agency a Advertising Agency Responding to the need to support digital and therefore usually software-driven interactions, these firms tend to have in-house talent that spans both technology and creative capabilities. They differentiate themselves based on specialties, such as user experience and user interface design, or by expertise in web design, internet advertising/ marketing, or e-business consulting, etc. Not all services are specifically associated with the web; other offerings can include marketing/ communications strategy, branding, video, program deployment, and program/project management. Technical expertise is typically not as extensive as that of a systems integrator, and the vendor partnerships a digital agency has established may determine the breadth of its expertise to a large extent. Potential gaps: Depth of capabilities may be less than those agencies with a narrower focus. Advertising agencies are the original brand managers for large organizations. These firms traditionally have focused on offering services related to the creation, planning, and management of advertising for their clients. Considered experts in audience targeting and brand identity, ad agencies provide clients with marketing and branding strategies to positively position their products, services, and overall brand in targeted markets. As their name infers, it is this type of agency that corporations, nonprofits, and public sector groups typically hire to conceive, develop, and produce advertising campaigns that may use television, radio, print, and other multi-media channel commercials. Potential gaps: lack of technical competency and knowledge; ideation of complex creative concepts that are difficult to translate into digital medium. SI Systems Integrator MC Marketing Communications Agency Systems integrators (SIs) specialize in building complete technological solutions, usually by pulling together hardware and software components from multiple vendors. They have evolved from pure technologists to now providing consulting, integration, and outsourcing services. Creation of these systems may include designing or building a customized architecture or application; integrating it with new or existing hardware and software; and optimizing communications infrastructure. Some systems integrators working in specialized areas, like installing or upgrading enterprise resource planning systems, may offer more customization for specific applications. Potential gaps: lack of creative capabilities. Marketing communications (MarComm) agencies fall somewhere between advertising agencies and interactive agencies. Traditionally focused on a client s external communications, these firms offer strategic communications plans that cross the print, web, and digital spaces. Core capabilities often include public relations planning, monitoring and execution; promotional campaigns; executive communications; and website design. These agencies focus equally on the message, channel, and audience when building their solutions. The rising importance of social media marketing would seem to be a natural fit for MarComm agencies, but this must always be proven in practice, given the new requirements for these media. Potential gaps: lack of business strategy and technical skills. 18

19 Service providers reposition for CEM In their survey responses, service providers also had the option to select Other and provide their own description. Some responses included: Custom software/web design Digital engagement solutions developer IT consultancy, design, and development firm Digital-platform-strategy-throughimplementation organization Nearly every service provider we interviewed said it is adding staff (or entire new skill sets), acquiring other firms, forming new vendor partnerships, mastering new technologies, and otherwise transforming its business model and product offerings. Although awkward, such mash ups reflect the pervasive desire among firms to combine design, strategy, communications, technical expertise, and services. Nearly every service provider we interviewed said it is adding staff (or entire new skill sets), acquiring other firms, forming new vendor partnerships, mastering new technologies, and otherwise transforming its business model and product offerings. Several stated they are fundamentally reinventing the entire organization. This widespread yearning for hybridity among service providers is not simply about becoming more horizontal, entering new markets, or expanding their product catalogs. It is, rather, a precise expression of the CEM imperative. Consumers demand cohesive, coherent, and unified omnichannel experiences. Companies struggle to meet this demand due to siloed processes, technologies, and business orientations. (Most companies are, in fact, structurally incoherent and un-unified. Their inability to offer cohesive and transparent communications and interactions across multiple channels is literally built in.) When companies today turn to service providers for assistance with customer experience management, they should seek to reconcile, rather than exacerbate, their internal divisions. Service providers understand this inescapable dynamic, which is why virtually all of them are undertaking these transformations. In other words, they are fundamentally reinventing their organizations because CEM demands the fundamental reinvention of their clients organizations. Service providers are fundamentally reinventing their organizations because CEM demands the fundamental reinvention of their clients organizations. 19

20 Organizations that are unified and collaborative are inherently better equipped to create and deliver cohesive experiences. For the service providers, this is regularly reflected in their hiring and promotion practices. Most of the firms in this report told us they now actively seek to hire applicants with broad, hybrid skill sets: designers who understand the limits of the technology platforms and don t create unrealistic design concepts; developers who think about customers, not code; marketers and IT staff who can seamlessly collaborate on Agile-based projects with overlapping creative and development cycles. Both service providers and their clients are increasingly hunting for people to fill the position of marketing technologist, which is not one job description, but potentially any number of combinations of marketing and technology skills. 14 Service providers seem to be in a race to become end-to-end solution providers, but it doesn t follow that a firm that holds the cards for creative services, business strategy, user research, systems integration, custom coding, etc., necessarily has the winning hand. Broad may mean shallow. You may still be better served by a team of several partners with deep and proven expertise in various areas. Of course, it is then necessary to make sure that each service provider is not only dedicated to your success, but also committed to playing nicely with the others and perhaps sacrificing their own interests for your greater good. Look for Butch and Sundance, not Shaquille and Kobe. There are few shortcuts when selecting service providers. Firms need to thoroughly understand their own needs and painstakingly ensure that they engage firms with the knowledge, experience, and resources to address them. White labeling A white-label product or service is produced by one company but branded, marketed, and sold by another without the buyers knowledge of the origin. For example, virtually all hotel online booking systems are white-label applications that carry the hotel s branding. Strictly speaking, the producer white labels the product or service, whereas the marketer private labels it. However, the practice as a whole is commonly referred to as white labeling. In the case of service providers, white labeling could be something as simple as augmenting their development team with offshore programmers. Or it could mean that a service provider subcontracts with another service provider to deliver core project components for which it has no in-house talent. There is nothing inherently wrong with these practices in fact, they can help ensure that a client receives the best services or deliverables at the lowest cost. However, white labeling specifically denotes a lack of transparency in the process. In other words, white labeling is subcontracting or partnering without the client s knowledge. Client companies should expect and insist upon complete transparency from service providers about the source of the resources whether personnel or software components that contribute to any project. Subcontracting practices should be clearly discussed and understood during the evaluation process and confirmed by conversations with the service provider s previous customers. 20

Guide to Service Providers for Web Content and Customer Experience Management

Guide to Service Providers for Web Content and Customer Experience Management Digital Clarity Group s Guide to Service Providers for Web Content and Customer Experience Management 2013 North American Edition Authored by: Tim Walters, Ph.D. Cathy McKnight Marianne Kay Tiffany Elliot

More information

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

The CEM Imperative: Customer Experience in the Age of the Empowered Consumer The CEM Imperative: Customer Experience in the Age of the Empowered Consumer By Tim Walters, Ph.D. Highlights 10 3 5 13 The CEM Imperative Dispelling the fear of CEM hype The myth of software solutions

More information

Guide to Service Providers for Web Content and Customer Experience Management

Guide to Service Providers for Web Content and Customer Experience Management Digital Clarity Group s Guide to Service Providers for Web Content and Customer Experience Management 2014 North American Edition Update to research originally published in 2013 Abridged version compliments

More information

Emerging Trends in Information. Impacting the States

Emerging Trends in Information. Impacting the States Emerging Trends in Information Technology and Policies Impacting the States Doug Robinson, Executive Director National Association of State Chief Information Officers About NASCIO National association

More information

How to Choose the Best Web Content Management System for Customer Experience Management:

How to Choose the Best Web Content Management System for Customer Experience Management: white paper How to Choose the Best Web Content Management System for Customer Experience Management: A Guide for Both Marketers and Developers Table of Contents Choosing a Web CMS is about more than Content

More information

Future-proofing Your Business with Open Marketing. By David Mennie, Senior Director, Product Marketing, Acquia

Future-proofing Your Business with Open Marketing. By David Mennie, Senior Director, Product Marketing, Acquia Future-proofing Your Business with Open Marketing By David Mennie, Senior Director, Product Marketing, Acquia Table of Contents Marketing the Open Way 3 The Rise of the Technical Marketer 4 What Is Open

More information

AN INSIDE LOOK AT SOCIAL RECRUITING IN THE USA

AN INSIDE LOOK AT SOCIAL RECRUITING IN THE USA AN INSIDE LOOK AT SOCIAL RECRUITING IN THE USA THE BULLHORN REACH RANKINGS REPORT TM WWW.BULLHORNREACH.COM @BULLHORNREACH JUNE 2012 COPYRIGHT 2012 BULLHORN, INC. ALL RIGHTS RESERVED. EXECUTIVE SUMMARY

More information

THE 7 STEPS TO A SUCCESSFUL CRM IMPLEMENTATION DEPLOYING CRM IN THE NEW ERA OF CONNECTED CUSTOMERS

THE 7 STEPS TO A SUCCESSFUL CRM IMPLEMENTATION DEPLOYING CRM IN THE NEW ERA OF CONNECTED CUSTOMERS THE NEW ERA OF ABOUT THE AUTHOR Paul Rogers is the Head of Customer Experience and CRM within HCL s Applications Division. Based in London, Paul is responsible for leading HCL s CRM consulting and technology

More information

ABOUT LPL FINANCIAL. serving. financial advisors. and their clients

ABOUT LPL FINANCIAL. serving. financial advisors. and their clients ABOUT LPL FINANCIAL serving financial advisors and their clients the need for objective advice has never been greater Amid an ever-changing investment landscape, investors need an expert and experienced

More information

Other State Policy. CA Policy. Increase Requested

Other State Policy. CA Policy. Increase Requested Rate History Contact: 1 (800) 331-1538 Form * ** Date Date Name 1 NH94 I D 9/14/1998 N/A N/A N/A 35.00% 20.00% 1/25/2006 3/27/2006 8/20/2006 2 LTC94P I F 9/14/1998 N/A N/A N/A 35.00% 20.00% 1/25/2006 3/27/2006

More information

E-Commerce Customer Acquisition Snapshot

E-Commerce Customer Acquisition Snapshot E-Commerce Customer Acquisition Snapshot Q2 2013 This is the first in a series of reports examining emergent e-commerce customer acquisition trends. These findings are derived from data spanning 72 million

More information

U.S. Department of Housing and Urban Development: Weekly Progress Report on Recovery Act Spending

U.S. Department of Housing and Urban Development: Weekly Progress Report on Recovery Act Spending U.S. Department of Housing and Urban Development: Weekly Progress Report on Recovery Act Spending by State and Program Report as of 3/7/2011 5:40:51 PM HUD's Weekly Recovery Act Progress Report: AK Grants

More information

Why Use A MortgAge BAnker?

Why Use A MortgAge BAnker? Why Use A Mortgage Banker? US Mortgage Corporation (NMLS ID#3901). Corporate Office is located at 201 Old Country Road, Suite 140, Melville, NY 11747; 631-580-2600 or (800) 562-6715 (LOANS15). Licensed

More information

Regional Electricity Forecasting

Regional Electricity Forecasting Regional Electricity Forecasting presented to Michigan Forum on Economic Regulatory Policy January 29, 2010 presented by Doug Gotham State Utility Forecasting Group State Utility Forecasting Group Began

More information

Deliver a Better Digital Customer Experience Through Sonata s Digital Engagement Solutions

Deliver a Better Digital Customer Experience Through Sonata s Digital Engagement Solutions Deliver a Better Digital Customer Experience Through Sonata s Digital Engagement Solutions The World is Going Digital The incredible growth of the internet, the proliferation of mobile devices and the

More information

Elevate Customer Experience and Engagement in the New Digital World

Elevate Customer Experience and Engagement in the New Digital World Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,

More information

NAAUSA Security Survey

NAAUSA Security Survey NAAUSA Security Survey 1. How would you rate the importance of each of the following AUSA security improvements. Very important Somewhat important Not too important Not at all important Secure parking

More information

We have uncompromising integrity and strive to exceed expectations in all we do.

We have uncompromising integrity and strive to exceed expectations in all we do. homebridge.com The HomeBridge Difference People, Knowledge, Experience Operating Principles Customer-Centric Orientation Our people are our best asset. They are well trained, knowledgeable and experienced

More information

The Digital Identity Ecosystem of the States: Securing the Enterprise

The Digital Identity Ecosystem of the States: Securing the Enterprise The Digital Identity Ecosystem of the States: Securing the Enterprise Security Industry Alliance September 28, 2011 Doug Robinson, Executive Director National Association of State Chief Information Officers

More information

WHITEPAPER. The Death of the Traditional ECM System. SharePoint and Office365 with Gimmal can Enable the Modern Productivity Platform

WHITEPAPER. The Death of the Traditional ECM System. SharePoint and Office365 with Gimmal can Enable the Modern Productivity Platform 1 WHITEPAPER SharePoint and Office365 with Gimmal can Enable the Modern Productivity Platform 1 Table of Contents 1.1 Overview... 3 1.2 What are the Challenges?... 3 1.3 The Ideal The Modern Productivity

More information

10 Reasons Why Vertex SMB is A Better Way to Handle Your Sales and Use Tax Automation 11:00 11:30. Scott Coleman. Channel Sales Manager

10 Reasons Why Vertex SMB is A Better Way to Handle Your Sales and Use Tax Automation 11:00 11:30. Scott Coleman. Channel Sales Manager 11:00 11:30 10 Reasons Why Vertex SMB is A Better Way to Handle Your Sales and Use Tax Automation Scott Coleman Channel Sales Manager Agenda Landscape of the Market Today 10 Reasons Why Vertex SMB is a

More information

OMNI-CHANNEL MARKETING. Top 9 Questions

OMNI-CHANNEL MARKETING. Top 9 Questions OMNI-CHANNEL MARKETING Top 9 Questions TABLE OF CONTENTS 2 3 5 7 8 9 10 11 12 13 14 15 16 Table of Contents Introduction Top 9 Questions How does omni-channel differ from multi-channel marketing? Why is

More information

Digital Customer Experience

Digital Customer Experience Digital Customer Experience Digital. Two steps ahead Digital. Two steps ahead Organizations are challenged to deliver a digital promise to their customers. The move to digital is led by customers who are

More information

Customer Engagement Platform. Engage your audience in cross-channel conversations

Customer Engagement Platform. Engage your audience in cross-channel conversations Customer Engagement Platform Engage your audience in cross-channel conversations Customer Engagement Platform Engage Audiences Across Web, Email, Mobile and Social Today audiences are crossing digital

More information

New York Public School Spending In Perspec7ve

New York Public School Spending In Perspec7ve New York Public School Spending In Perspec7ve School District Fiscal Stress Conference Nelson A. Rockefeller Ins0tute of Government New York State Associa0on of School Business Officials October 4, 2013

More information

Department of Legislative Services

Department of Legislative Services Department of Legislative Services Maryland General Assembly 2008 Session HB 1169 FISCAL AND POLICY NOTE House Bill 1169 Ways and Means (Delegate Barve) Sales and Use Tax - Computer Services Exemption

More information

State and Local Sales Tax Revenue Losses from E-Commerce: Updated Estimates

State and Local Sales Tax Revenue Losses from E-Commerce: Updated Estimates State and Local Sales Tax Revenue Losses from E-Commerce: Updated Estimates by Donald Bruce, Assistant Professor dbruce@utk.edu and William F. Fox, Professor billfox@utk.edu Center for Business and Economic

More information

Table 12: Availability Of Workers Compensation Insurance Through Homeowner s Insurance By Jurisdiction

Table 12: Availability Of Workers Compensation Insurance Through Homeowner s Insurance By Jurisdiction AL No 2 Yes No See footnote 2. AK No Yes No N/A AZ Yes Yes Yes No specific coverage or rate information available. AR No Yes No N/A CA Yes No No Section 11590 of the CA State Insurance Code mandates the

More information

Introduction. External Document 2015 Infosys Limited

Introduction. External Document 2015 Infosys Limited Digital Building deeper consumer relationships through experience contextualization and personalization, analytics for insights-driven action, and digital program execution for superior ROI. Introduction

More information

WHITE PAPER MULTI-CHANNEL CAMPAIGNS IN A CONNECTED WORLD. Create and deploy IT solutions for business

WHITE PAPER MULTI-CHANNEL CAMPAIGNS IN A CONNECTED WORLD. Create and deploy IT solutions for business WHITE PAPER MULTI-CHANNEL CAMPAIGNS IN A CONNECTED WORLD White paper - Multi-Channel Campaigns in a Connected World - Prodware 1 Create and deploy IT solutions for business Navigating Multi-channel Marketing

More information

ehealth Price Index Trends and Costs in the Short-Term Health Insurance Market, 2013 and 2014

ehealth Price Index Trends and Costs in the Short-Term Health Insurance Market, 2013 and 2014 ehealth Price Index Trends and Costs in the Short-Term Health Insurance Market, 2013 and 2014 June 2015 1 INTRODUCTION In this report, ehealth provides an analysis of consumer shopping trends and premium

More information

State Corporate Income Tax-Calculation

State Corporate Income Tax-Calculation State Corporate Income Tax-Calculation 1 Because it takes all elements (a*b*c) to calculate the personal or corporate income tax, no one element of the corporate income tax can be analyzed separately from

More information

Federation of State Boards of Physical Therapy Jurisdiction Licensure Reference Guide Topic: Continuing Competence

Federation of State Boards of Physical Therapy Jurisdiction Licensure Reference Guide Topic: Continuing Competence This document reports CEU requirements for renewal. It describes: Number of required for renewal Who approves continuing education Required courses for renewal Which jurisdictions require active practice

More information

2013 SIIA Strategic and Financial Conference New York, NY

2013 SIIA Strategic and Financial Conference New York, NY Since 1987 The Coming Shift in Digital Marketing: Always On CRM 2013 SIIA Strategic and Financial Conference New York, NY www.jegi.com June 21, 13, 2013 2012 Discussion Agenda M&A Heating Up in Marketing

More information

7 things to ask when upgrading your ERP solution

7 things to ask when upgrading your ERP solution Industrial Manufacturing 7 things to ask when upgrading your ERP solution The capabilities gap between older versions of ERP designs and current designs can create a problem that many organizations are

More information

The Future of Nursing Report

The Future of Nursing Report The Future of Nursing Report Illinois Healthcare Action Coalition Strategic Planning Meeting June 16, 2011 Susan B. Hassmiller, PhD, RN, FAAN Campaign for Action Campaign Vision All Americans have access

More information

OMNICHANNEL RETAILING: FROM VISION TO REALITY

OMNICHANNEL RETAILING: FROM VISION TO REALITY OMNICHANNEL RETAILING: FROM VISION TO REALITY Exploring how to meet the critical need for bringing superior anytime, anywhere shopping journeys to life For more information visit ncr.com or contact us

More information

WHITE PAPER 7 REASONS WHY CRAFTER SHOULD BE ON YOUR WEB CMS SHORTLIST

WHITE PAPER 7 REASONS WHY CRAFTER SHOULD BE ON YOUR WEB CMS SHORTLIST 7 REASONS WHY CRAFTER SHOULD BE ON YOUR WEB CMS SHORTLIST PUBLISHED SEPTEMBER 2013 The evolution of the Web over the years has deeply immersed us into a new era of engagement, and enterprises are striving

More information

TeleScope Digital Asset Management Solution Overview. Campaigns Can Only Move as Fast as Their Content

TeleScope Digital Asset Management Solution Overview. Campaigns Can Only Move as Fast as Their Content TeleScope Digital Asset Management Solution Overview Campaigns Can Only Move as Fast as Their Content TeleScope Digital Asset Management for Marketing Volume and Speed Interactive marketing, social media

More information

CGI Payments360. Moving money with greater agility and confidence. Experience the commitment

CGI Payments360. Moving money with greater agility and confidence. Experience the commitment CGI Payments360 Moving money with greater agility and confidence Experience the commitment Addressing today s payments realities Customers want the ability to buy anything, pay anyone and bank anywhere

More information

A descriptive analysis of state-supported formative assessment initiatives in New York and Vermont

A descriptive analysis of state-supported formative assessment initiatives in New York and Vermont ISSUES& ANSWERS REL 2012 No. 112 At Education Development Center, Inc. A descriptive analysis of state-supported formative assessment initiatives in New York and Vermont ISSUES& ANSWERS REL 2012 No. 112

More information

IDC MarketScape: Worldwide Business Consulting Strategy for Digital Operations 2015 Vendor Assessment

IDC MarketScape: Worldwide Business Consulting Strategy for Digital Operations 2015 Vendor Assessment IDC MarketScape IDC MarketScape: Worldwide Business Consulting Strategy for Digital Operations 2015 Vendor Assessment Michael Versace Cushing Anderson THIS IDC MARKETSCAPE EXCERPT FEATURES KPMG IDC MARKETSCAPE

More information

Standardization of Technician Education Want it? Need it? Janet Teeters, M.S., R.Ph. Director of Accreditation Services ASHP

Standardization of Technician Education Want it? Need it? Janet Teeters, M.S., R.Ph. Director of Accreditation Services ASHP Standardization of Technician Education Want it? Need it? Janet Teeters, M.S., R.Ph. Director of Accreditation Services ASHP Disclosure Director of Accreditation Services Standardized Technician Education

More information

SUSTAINING COMPETITIVE DIFFERENTIATION

SUSTAINING COMPETITIVE DIFFERENTIATION SUSTAINING COMPETITIVE DIFFERENTIATION Maintaining a competitive edge in customer experience requires proactive vigilance and the ability to take quick, effective, and unified action E M C P e r s pec

More information

Demand more from your retail marketing. HP Retail Promotion Manager

Demand more from your retail marketing. HP Retail Promotion Manager Demand more from your retail marketing. HP Retail Promotion Manager Reduce costs and boost sales. The HP Retail Promotion Manager provides a solution for retailers seeking to streamline and simplify the

More information

Corporate websites, the cornerstone of your digital marketing strategy.

Corporate websites, the cornerstone of your digital marketing strategy. Corporate websites, the cornerstone of your digital marketing strategy. Never before have companies had so many different ways of reaching their target audience. Social networks, new technologies and the

More information

Affordable Care Act: Train Wreck or Golden Opportunity?

Affordable Care Act: Train Wreck or Golden Opportunity? Affordable Care Act: Train Wreck or Golden Opportunity? Annual Meeting of The American Society for Automation in Pharmacy January 16, 2014 Brad Kile, PhD " Disclosure Brad Kile is an independent consultant

More information

The ACO Model/Capabilities Framework and Collaborative. Wes Champion Senior Vice President Premier Healthcare Alliance

The ACO Model/Capabilities Framework and Collaborative. Wes Champion Senior Vice President Premier Healthcare Alliance The ACO Model/Capabilities Framework and Collaborative Wes Champion Senior Vice President Premier Healthcare Alliance Roadmaps to Serve as a Bridge from FFS to ACO Current FFS System What are the underpinning

More information

Standardized Pharmacy Technician Education and Training

Standardized Pharmacy Technician Education and Training Standardized Pharmacy Technician Education and Training Kevin N. Nicholson, RPh, JD Vice President, Pharmacy Regulatory Affairs National Association of Chain Drug Stores May 19, 2009 Overview of how technicians

More information

An Introduction to... Equity Settlement

An Introduction to... Equity Settlement An Introduction to... Equity Settlement The New York CEMA & Co-op Process June 2009 About Us... Established in 1986 Over 100 Associates Approved Vendor for Bank of America Preferred Vendor for Many National

More information

Cross-Domain Service Management vs. Traditional IT Service Management for Service Providers

Cross-Domain Service Management vs. Traditional IT Service Management for Service Providers Position Paper Cross-Domain vs. Traditional IT for Providers Joseph Bondi Copyright-2013 All rights reserved. Ni², Ni² logo, other vendors or their logos are trademarks of Network Infrastructure Inventory

More information

Small Business Credit Outlook

Small Business Credit Outlook 2015 Q2 Small Business Credit Outlook A Change Will Do You Good Foreign markets falling. The U.S. economy holding up relatively well due to the consumer. Technology radically changing entire industries

More information

LexisNexis Law Firm Billable Hours Survey Report

LexisNexis Law Firm Billable Hours Survey Report LexisNexis Law Firm Billable Hours Survey Report Executive Summary Despite the critical impact on a firm s bottom line, it remains challenging for some attorneys and legal staff to efficiently capture

More information

Trends. AAMVA 2012 International Conference August 21, 2012

Trends. AAMVA 2012 International Conference August 21, 2012 State eid Priorities, Issues and Trends AAMVA 2012 International Conference August 21, 2012 Chad Grant, Senior Policy Analyst National Association of State Chief Information Officers About NASCIO National

More information

The Ultimate Guide to Selecting a Web Content Management System. An 8-step guide to successful WCMS selection

The Ultimate Guide to Selecting a Web Content Management System. An 8-step guide to successful WCMS selection The Ultimate Guide to Selecting a Web Content Management System An 8-step guide to successful WCMS selection Content 3 Introduction 4 The 8-Step need requirements focal needs technology service provider

More information

Make the Leap from ecommerce to Omni- Channel

Make the Leap from ecommerce to Omni- Channel Iaodesign/Shutterstock An ecommerce platform is the foundation for a successful Omni- Channel business model arvato Systems North America 6 East 32nd Street, New York, New York 10016 United States All

More information

The Kentico EMS. value. Gain more leads, create compelling content, and optimize your marketing with Kentico EMS. Easy to use for creating

The Kentico EMS. value. Gain more leads, create compelling content, and optimize your marketing with Kentico EMS. Easy to use for creating Gain more leads, create compelling content, and optimize your marketing with Kentico EMS. Built on a scalable enterprise platform as part of Kentico CMS 7 Easy to use for creating online campaigns, forms,

More information

Social Business Analytics

Social Business Analytics IBM Software Business Analytics Social Analytics Social Business Analytics Gaining business value from social media 2 Social Business Analytics Contents 2 Overview 3 Analytics as a competitive advantage

More information

trucking insurance pricing 2011

trucking insurance pricing 2011 3014-001_ed02E Let s talk about trucking insurance pricing 2011 TM Trademark used under licence from Northbridge Financial Corporation. All rights reserved. No part of this publication may be reproduced,

More information

PEOPLE, PRICE, PRODUCT, PROMOTION and PRIDE

PEOPLE, PRICE, PRODUCT, PROMOTION and PRIDE Contact Information 1603 Lyndon B Johnson Freeway Suite 350 Dallas, Texas 75234 (972) 243-7648 Fax: (972) 243-2494 corporate@sunridgemanagement.com www.sunridgemanagement.com Proven Keys to Successful

More information

Business Proposition. Digital Asset Management. Media Intelligent

Business Proposition. Digital Asset Management. Media Intelligent Business Proposition Digital Asset Management Executive Summary º º The Changing Face of Digital Asset Management Today, a true enterprise-class DAM solution must be the core component of an integrated

More information

/ WHITEPAPER / THE BIMODAL IT

/ WHITEPAPER / THE BIMODAL IT / WHITEPAPER / THE BIMODAL IT By Melbourne IT Enterprise Services IMPLEMENTING THE DYNAMIC COMPONENT FOR A DIGITAL WORLD Among the IT operational models developed over the years, the recent release of

More information

The Benefits of Commercial Open Source

The Benefits of Commercial Open Source The Benefits of Commercial Open Source Empower your Audience This white paper explains how and why Enterprises significantly benefit from Commercial Open Source solutions. The Commercial Open Source model

More information

TITLE POLICY ENDORSEMENTS BY STATE

TITLE POLICY ENDORSEMENTS BY STATE TITLE POLICY ENDORSEMENTS BY STATE State Endorsement ID Endorsement Description AK ARM ALTA 6 Adjustable (Variable) Rate AK BALLOON FNMA Balloon Endorsement AK CONDO ALTA 4 Condominium AK COPY FEE Copies

More information

Creating a Connected Consumer Experience Through Measurable Digital Marketing

Creating a Connected Consumer Experience Through Measurable Digital Marketing Creating a Connected Consumer Experience Through Measurable Digital Marketing Introduction At the beginning of the industrial revolution, market power resided with the manufacturers that had economies

More information

Operating in a New Digital Economy. DAV Management Limited. Delivering your strategy in a world becoming increasingly digital. www.davmanagement.

Operating in a New Digital Economy. DAV Management Limited. Delivering your strategy in a world becoming increasingly digital. www.davmanagement. Operating in a New Digital Economy Delivering your strategy in a world becoming increasingly digital DAV Management Limited www.davmanagement.com Copyright Copyright DAV Management Limited 2015 All Rights

More information

Federation of State Boards of Physical Therapy Jurisdiction Licensure Reference Guide Topic: Continuing Competence

Federation of State Boards of Physical Therapy Jurisdiction Licensure Reference Guide Topic: Continuing Competence This document reports CEU (continuing education units) and CCU (continuing competence units) requirements for renewal. It describes: Number of CEUs/CCUs required for renewal Who approves continuing education

More information

NHIS State Health insurance data

NHIS State Health insurance data State Estimates of Health Insurance Coverage Data from the National Health Interview Survey Eve Powell-Griner SHADAC State Survey Workshop Washington, DC, January 13, 2009 U.S. DEPARTMENT OF HEALTH AND

More information

Eaton CSE Makes the Grade at University of Northern Iowa

Eaton CSE Makes the Grade at University of Northern Iowa Eaton CSE Makes the Grade at University of Northern Iowa The PM call was instrumental in diagnosing our battery issue, notes Young. Without it, we would have been unaware that there was even a problem

More information

NATIONAL ASSOCIATION OF ELECTRICAL DISTRIBUTORS. Executive Guide #11 The Changing Roles of Information Technology and Marketing

NATIONAL ASSOCIATION OF ELECTRICAL DISTRIBUTORS. Executive Guide #11 The Changing Roles of Information Technology and Marketing NATIONAL ASSOCIATION OF ELECTRICAL DISTRIBUTORS Executive Guide #11 The Changing Roles of Information Technology and Marketing Developed by the NAED Strategic Technology Committee Published November 2014

More information

Agenda Overview for Digital Commerce, 2015

Agenda Overview for Digital Commerce, 2015 G00270685 Agenda Overview for Digital Commerce, 2015 Published: 18 December 2014 Analyst(s): Jennifer Polk Marketing is making a greater impact on, and taking more responsibility for, digital commerce.

More information

What does Georgia gain. by investing in its

What does Georgia gain. by investing in its What does Georgia gain by investing in its colleges and universities 2 A tremendous return: More economic prosperity. Less government spending. A stronger competitive advantage. A higher quality of life.

More information

Explosive Growth Is No Accident: Driving Digital Transformation in the Insurance Industry

Explosive Growth Is No Accident: Driving Digital Transformation in the Insurance Industry Explosive Growth Is No Accident: Driving Digital Transformation in the Insurance Industry By Mike Sarantopoulos, SVP, Insurance Practice, NTT DATA, Inc. and David Liliedahl, VP, Life & Annuity Portfolio,

More information

IBM Global Business Services Microsoft Dynamics CRM solutions from IBM

IBM Global Business Services Microsoft Dynamics CRM solutions from IBM IBM Global Business Services Microsoft Dynamics CRM solutions from IBM Power your productivity 2 Microsoft Dynamics CRM solutions from IBM Highlights Win more deals by spending more time on selling and

More information

In Utilization and Trend In Quality

In Utilization and Trend In Quality AHA Taskforce on Variation in Health Care Spending O Hare Hilton, Chicago February 10, 2010 Allan M. Korn, M.D., FACP Senior Vice President, Clinical Affairs and Chief Medical Officer Variation In Utilization

More information

A New Day for Life and Annuities Solutions Achieving the SOA Vision

A New Day for Life and Annuities Solutions Achieving the SOA Vision A New Day for Life and Annuities Solutions Achieving the SOA Vision Featuring as an example: FAST 8x and FAST Insurance Components An Authors: Deb Smallwood, Founder Mary Ann Garwood, Partner Published

More information

Small Business Credit Outlook

Small Business Credit Outlook 2015 Q1 Small Business Credit Outlook Small Business to the Rescue Small business came to the rescue for the U.S. economy in Q1 2015. GDP surprised on the low side at 0.2% in the 1st quarter and demand

More information

Your Partner In. Process

Your Partner In. Process Your Partner In The Buying Process US Mortgage Corporation (NMLS ID#3901). Corporate Office is located at 201 Old Country Road, Suite 140, Melville, NY 11747; 631-580-2600 or (800) 562-6715 (LOANS15).

More information

Frequently Asked Questions About Using The GRE Search Service

Frequently Asked Questions About Using The GRE Search Service Frequently Asked Questions About Using The GRE Search Service General Information Who can use the GRE Search Service? Institutions eligible to participate in the GRE Search Service include (1) institutions

More information

How learning benefits Georgians over a lifetime

How learning benefits Georgians over a lifetime How learning benefits Georgians over a lifetime Education empowers Employability 2 Income 7 Home ownership 13 The next generation 17 Older citizens 21 Quality of life 26 Social well being 31 It s a simple

More information

WHAT S ON YOUR CLOUD? Workload Deployment Strategies for Private and Hybrid Clouds RESEARCH AND ANALYSIS PROVIDED BY TECHNOLOGY BUSINESS RESEARCH

WHAT S ON YOUR CLOUD? Workload Deployment Strategies for Private and Hybrid Clouds RESEARCH AND ANALYSIS PROVIDED BY TECHNOLOGY BUSINESS RESEARCH WHAT S ON YOUR CLOUD? Workload Deployment Strategies for Private and Hybrid Clouds RESEARCH AND ANALYSIS PROVIDED BY TECHNOLOGY BUSINESS RESEARCH Contents I. Private Cloud: Making IT a business partner

More information

Health Workforce Data Collection: Findings from a Survey of States

Health Workforce Data Collection: Findings from a Survey of States Health Workforce Data Collection: Findings from a Survey of States Jean Moore, DrPH David Armstrong, PhD Health Workforce Technical Assistance Center School of Public Health University at Albany, SUNY

More information

ez Marketing Automation

ez Marketing Automation ez Marketing Automation The next generation digital experience solution to accelerate sales conversion and boost customer engagement. Today marketers are challenged by their colleagues in sales to increase

More information

ANALYSIS OF US AND STATE-BY-STATE CARBON DIOXIDE EMISSIONS AND POTENTIAL SAVINGS IN FUTURE GLOBAL TEMPERATURE AND GLOBAL SEA LEVEL RISE

ANALYSIS OF US AND STATE-BY-STATE CARBON DIOXIDE EMISSIONS AND POTENTIAL SAVINGS IN FUTURE GLOBAL TEMPERATURE AND GLOBAL SEA LEVEL RISE ANALYSIS OF US AND STATE-BY-STATE CARBON DIOXIDE EMISSIONS AND POTENTIAL SAVINGS IN FUTURE GLOBAL TEMPERATURE AND GLOBAL SEA LEVEL RISE by Paul Knappenberger SPPI ORIGINAL PAPER Updated April 2013 ANALYSIS

More information

Customer Centric Banking. June 2014, IBU Banking, SAP

Customer Centric Banking. June 2014, IBU Banking, SAP Customer Centric Banking June 2014, IBU Banking, SAP EMPOWERED CUSTOMERS ARE 79% 53% 59% Digitally Connected of customers spend at least 50% of total shopping time researching brands online. Socially Networked

More information

IBM Global Business Services Microsoft Dynamics AX solutions from IBM

IBM Global Business Services Microsoft Dynamics AX solutions from IBM IBM Global Business Services Microsoft Dynamics AX solutions from IBM Powerful, agile and simple enterprise resource planning 2 Microsoft Dynamics AX solutions from IBM Highlights Improve productivity

More information

Patient Relationship Management

Patient Relationship Management Solution in Detail Healthcare Executive Summary Contact Us Patient Relationship Management 2013 2014 SAP AG or an SAP affiliate company. Attract and Delight the Empowered Patient Engaged Consumers Information

More information

The Lincoln National Life Insurance Company Variable Life Portfolio

The Lincoln National Life Insurance Company Variable Life Portfolio The Lincoln National Life Insurance Company Variable Life Portfolio State Availability as of 12/14/2015 PRODUCTS AL AK AZ AR CA CO CT DE DC FL GA GU HI ID IL IN IA KS KY LA ME MP MD MA MI MN MS MO MT NE

More information

Small Business Credit Outlook

Small Business Credit Outlook 2014 Q4 Small Business Credit Outlook The Growth Engine in 2015 Stock market volatility and GDP growth slowing to 2.6% lead many to believe the economy is stumbling. This problem can be attributed to a

More information

Life Settlements Source List

Life Settlements Source List BROKERS Ashar Group LLC - Life Settlement Specialists 407-772-1818 www.ashargroup.com Except AK NH VT Except AK NH VT Varies based on current market opportunities and groups that pass Ashar s due diligence

More information

PCF Solutions. Sales & Telemarketing. Home Delivery & Fulfillment. Customer Care

PCF Solutions. Sales & Telemarketing. Home Delivery & Fulfillment. Customer Care PCF Solutions Sales & Telemarketing Home Delivery & Fulfillment Customer Care PUBLISHERS CIRCULATION INC. FULFILLMENT, Who We Are PCF is Publishers Circulation Fulfillment, with facilities across the country,

More information

IBM Information Management

IBM Information Management IBM Information Management January 2008 IBM Information Management software Enterprise Information Management, Enterprise Content Management, Master Data Management How Do They Fit Together An IBM Whitepaper

More information

THE CORNERSTONE DIFFERENCE

THE CORNERSTONE DIFFERENCE THE CORNERSTONE DIFFERENCE INTRODUCTION In a market that has markedly shifted over the last few years towards large, generalist ERP suites and mixed delivery models, it has become quite clear that Cornerstone

More information

For submission to the Web Redevelopment Project Board

For submission to the Web Redevelopment Project Board For submission to the Web Redevelopment Project Board V1.3 March 2015 Web Governance: Executive Summary Purpose of this paper 1 The purpose of the paper is to propose a model of web governance for the

More information

SapientNitro Content Strategy 2013 Positioning

SapientNitro Content Strategy 2013 Positioning POINT OF view SapientNitro Content Strategy 2013 Positioning By Kevin P. Nichols, Director and Global Practice Lead for Content Strategy & Anne Casson, Director Content Strategy In the digital and agency

More information

Winning with EPiServer

Winning with EPiServer Winning with EPiServer Doing what no one else is doing Digital Marketing E-Commerce Improving customer experience by combing e-commerce and digital marketing software Doing what no one else is doing Customer

More information

Bringing Clarity to the Digital Marketing Landscape

Bringing Clarity to the Digital Marketing Landscape Bringing Clarity to the Digital Marketing Landscape Why the biggest digital innovation since your website could be your website. Learn what s possible with today s sites, who s in charge, and why dynamic

More information

Ending Veteran and Veteran Family Homelessness: The Homeless Veteran Supported Employment Program (HVSEP)

Ending Veteran and Veteran Family Homelessness: The Homeless Veteran Supported Employment Program (HVSEP) Ending Veteran and Veteran Family Homelessness: The Homeless Veteran Supported Employment Program (HVSEP) Carma A. Heitzmann, Ph.D. National Program Manager HVSEP VHA Homeless Program Office carma.heitzmann@va.gov

More information

NCHRP 20-68A. Domestic Scan 13-01 Advances in Developing a Cross- Trained Workforce. Significant Findings and Recommendations July 22, 2015

NCHRP 20-68A. Domestic Scan 13-01 Advances in Developing a Cross- Trained Workforce. Significant Findings and Recommendations July 22, 2015 NCHRP 20-68A Domestic Scan 13-01 Advances in Developing a Cross- Trained Workforce Significant Findings and Recommendations July 22, 2015 Greg Duncan Applied Pavement Technology, Inc. 1 Overview Scan Objectives

More information

View Point. Lifting the Fog on Cloud

View Point. Lifting the Fog on Cloud View Point Lifting the Fog on Cloud There s a massive Cloud build-up on the horizon and the forecast promises a rain of benefits for the enterprise. Cloud is no more a buzzword. The enabling power of the

More information