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Guide to Service Providers for Web Content and Customer Experience Management

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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 Authored by: Jill Finger Gibson Marianne Kay Scott Liewehr Cathy McKnight Tim Walters, Ph.D. Tiffany Elliot 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. 2014. DIGITAL CLARITY GROUP | © 2014 1-User License. Unauthorized reproduction and/or distribution prohibited. | 2 Table of Contents Section 1: Overview Letter from the President 7 Why This Updated Guide? 8 The North American Service Provider Landscape 10 Guide Methodology 10 Section 2: Directories Alphabetical Directory of Service Providers 13 Service Provider by Type 15 Service Provider Headquarters by State/Province 16 Service Provider Offices by State/Province 17 Service Provider WCM Vendor Partnerships 20 Section 3: Service Provider Identification and Assessment The Shifting Service Provider Landscape 23 Service Provider Assessment Framework 27 Service Providers by the Numbers 30 DIGITAL CLARITY GROUP | © 2014 1-User License. Unauthorized reproduction and/or distribution prohibited. | 3 Section 4: Service Provider Profiles Service Provider Profiles 32 A Hundred Answers 33 Acquity Group 37 Appnovation 42 Axis41 46 Bit-Wizards 51 Blast Radius 56 Blend Interactive 60 Boston Interactive 64 Bridgeline Digital 69 Burns Marketing 76 CITYTECH 80 Clock Four 84 Digital Bungalow 91 DigitasLBi 96 DPCI 101 ecentricarts inc. 105 Falcon-Software 112 Hedgehog Development 119 HintTech 124 ICF Interactive 129 ISITE Design 135 MedTouch 141 MRM//McCann 146 DIGITAL CLARITY GROUP | © 2014 1-User License. Unauthorized reproduction and/or distribution prohibited. | 4 NavigationArts 150 nonlinear creations 158 NorthPoint Digital 164 NTT DATA 170 OHO Interactive 174 Oshyn 179 POSSIBLE 185 R2integrated 190 Razorfish 197 Rivet Logic 203 ROI DNA 210 Rosetta 214 Roundedcube 221 SapientNitro 226 Siteworx 232 Streebo 237 Tahzoo 241 TandemSeven 248 Valtech 253 Velir 258 Verndale 263 VML 269 Wunderman 276 XTIVIA 281 DIGITAL CLARITY GROUP | © 2014 1-User License. Unauthorized reproduction and/or distribution prohibited. | 5 Section 1 Overview 7 8 10 10 Letter from Why This Guide? The North American Guide Methodology the President Service Provider Landscape DIGITAL CLARITY GROUP | © 2014 1-User License. Unauthorized reproduction and/or distribution prohibited. | 6 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 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 47 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 DIGITAL CLARITY GROUP | © 2014 1-User License. Unauthorized reproduction and/or distribution prohibited. | 7 Why This Updated Guide? Since the initial version of this guide was published in August 2013, we’ve had the chance to speak with customers about its content and structure and to get their views on what could be improved. At the same time, we have been closely tracking the changes in the world of web content management and customer experience management, including those changes that have occurred within the service providers profiled. The goal of this update is to reflect those changes so that organizations searching for information about agencies and systems integrators in North America can continue to use this guide as a trusted, up-to-date resource. Specifically, this new version of the guide includes: Updated information in service provider profiles — Demographics: The latest employee numbers, revenues for the most recent financial year, and updated office locations — Partnerships: Changes in technology vendor partnerships, if applicable — Organizational changes: Mergers, acquisitions, divestitures, and rebranding/repositioning Profiles of five additional service providers, bringing the number of total profiles from 42 to 47: DigitasLBi, POSSIBLE, Razorfish, SapientNitro, Verndale Revisions to the guide’s design and structure in order to make it easier for readers to find the content that is relevant to them more quickly Key Findings Sitecore and Adobe remain the two vendors most frequently named as service provider partners, which was also the case in the 2013 version of the guide. One of the service providers profiled acquired another: ICF Interactive acquired CITYTECH in May 2014. This is the continuation of the agency consolidation trend we noted on the Digital Clarity Group blog earlier this year. Healthcare continues to be the vertical that service providers cite most as one of their top three. Financial services, technology, retail, and education also remain in the top five, though they have shifted places a bit. This likely reflects the addition of five more service providers to the report and any new business that service providers may have won in the last year. More service providers are emphasizing their e-commerce capabilities when DIGITAL CLARITY GROUP | © 2014 1-User License. Unauthorized reproduction and/or distribution prohibited. | 8 Why This Updated Guide? they describe their positioning and value proposition. Employment and office location trends among the original 42 service providers profiled indicate thatthe demand for outside assistance for WCM and CEM projects in North America continues to be healthy, and for many it is increasing: — 52% (22 service providers) reported higher employee numbers compared to the previous year, while just 7% (three providers) reported lower figures; the remaining 41% (17 providers) reported no change in the number of employees. — 17% (seven service providers) reported that they had opened a new office or offices in new cities. DIGITAL CLARITY GROUP | © 2014 1-User License. Unauthorized reproduction and/or distribution prohibited. | 9 The North American Service Provider Landscape The North American service provider landscape has evolved rapidly during the last few years. Most of the firms we interviewed are making efforts, through acquisition, organic transformation, or partnerships, to provide a “full spectrum” of services (for more information, see The Shifting Service Provider Landscape on page 23). However, substantial differences still exist. Companies looking to engage a service provider for a web content or broader customer experience management initiative must look beyond the marketing rhetoric and very carefully evaluate, vet, and confirm that the candidate providers have the necessary skills, experience, and partnership mentality. For each of the 47 service providers included in this research report, we provide: A snapshot of company information A listing of the company’s WCM and WCM-related technology partnerships, areas of expertise, and primary industry area focus An overview of the service provider, its project approach, and value proposition Perspectives of what the company has to offer from both their clients’ point of view and ours Guide methodology What is a service provider? This report highlights the web content management (WCM) partnerships and expertise of the North American service providers within the context of their evolving support for customer experience management (CEM) projects. For the purposes of this report, a service provider (SP) is any entity that provides services and/or products in support of such initiatives, ranging from user research, design, and business strategy to technical implementations, custom
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