The forces of digital disruption have empowered consumers and created a growing demand for rich, engaging, and consistent experiences across multiple channels and touch-points. Customer experience management (CEM) is an evolving set of practices, technologies, partnerships, and business values that, taken together, enable organizations to orchestrate, offer, and optimize consistently superior customer experiences.
“Customer experience management is hard, complicated, and new,” says Dr. Tim Walters, Partner and Principal Analyst, DCG. “Very few organizations have all of the in-house resources necessary to deploy the technologies, formulate the strategies, and optimize the outcomes. Most companies should – and will – turn to external service providers for assistance.”
Digital Clarity Group's new report on delivering digital customer experiences is the first of its kind to elevate the importance of the agency and systems integrator side of the web content management (WCM) equation. More importantly, this report thoroughly profiles forty-two service providers in North America, including Bit-Wizards, that are astutely moving away from traditional WCM to more complex CEM.
According to the report, "Bit-Wizards could rest on their laurels as a strong regional player that combines technical expertise and creative services. But the company is attentive to emerging trends and pushes clients to keep up with consumer demands.”
“We encourage our clients to take a proactive, anticipatory approach to their online strategy and create compelling reasons (such as highly relevant, personalized web content) for consumers to want to visit and engage with their websites,” says Bit-Wizards CEO, Vince Mayfield.
In 2004, Bit-Wizards switched from Ektron to working exclusively with Kentico CMS for public-facing websites, as well as Microsoft SharePoint for intranet projects. Bit-Wizards is a Kentico Gold Certified Partner with eight certified Kentico developers on staff and more than thirty-six completed Kentico implementations.
A Microsoft Gold Certified Partner offering Microsoft SharePoint implementation services, Bit-Wizards has collaborated with Kentico to cloud-enable Kentico websites on Windows Azure, migrating the first six Kentico websites to Azure and established best practices for running Kentico websites on the Windows Azure platform. In 2011, Bit-Wizards released a Windows Phone app called the Kentico Mobile Manager, which allows Kentico site administrators to perform basic site functions via a Windows phone.
Digital Clarity Group's Guide to Service Providers for Web Content and Customer Experience Management highlights the WCM partnerships and expertise of the North American service providers within the context of their evolving support for CEM. Informed by thousands of hours of research, detailed surveys, and interviews with service providers and their clients, it aims to assist companies with the evaluation and selection of service provider partners.