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Community Management: Impacting Organizational Change #CMAD

Today is Community Manager Appreciation Day (#CMAD), and people across the world are celebrating the role these community leaders play in building brands, engaging customers and improving the overall customer experience.

“CMAD is a great opportunity for community practitioners to look up from their busy days and take some time to connect with peers,” Hillary Boucher, community manager at TheCR Network, told CMSWire. “Only 27 percent of community managers that we surveyed for the 2014 Community Manager Salary Survey found their position through traditional job listings. This means it's essential for community managers to invest in their professional networks."

Jeremiah Owyang, founder of Crowd Companies, initiated Community Manager Appreciation Day in 2010 to "recognize and celebrate" the efforts community managers worldwide play in respect to improving customer experiences.

Will Microsoft HoloLens Change the Future of Virtual Reality?

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The concept of virtual reality (VR) has been fueling imaginations for decades — at least as far back as 1956 when an American filmmaker turned inventor named Morton Heilig began designing multisensory virtual experiences.

But even the most promising applications of VR to date have had limited commercial success — raising doubts about the real world potential for computer-simulated environments that replicate a presence in real or imagined worlds.

Week in Review: No More BYOD + Egnyte Ups EFSS Stakes

Ready for the CX battle?
One awful customer experience taught us lessons.

Mark Cuban: Wired for Competition
CMSWire's Bill Sobel sat down with the legendary NBA owner.

Forget BYOD, HP Says
HP doesn't want your personal devices at work.

Terminate the Status Meeting
It's time for more productive gatherings in the workplace. 

Stealing Box's Thunder?
Can Egnyte light an EFSS fire? 

US Crackdown on Cybersecurity
Security experts analyze President's State of the Union. 

The Definitive Guide to Engaging Content Marketing 
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Personalization, Good. Silos, Bad - Tweet Jam Redux #cxmchat

If you're looking for the Cliff's Notes version of this week's Content and Commerce Tweet Jam, the title has it — personalization good, silos bad.

But the panelists covered a lot more ground in the hour-long discussion of what it takes to stand above the crowd in the world of online commerce. Does your e-commerce experience make the cut? 

Turn Weaknesses of the Cloud into Strengths

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It wasn't long ago that CIOs balked at storing data in the cloud, citing the risks of data breaches, regulatory violations, higher costs or other show-stoppers.

Over time that view has changed, but perhaps less than you'd think.

In an instant poll of the audience members at yesterday's CMSWire webinar on Enterprise Content Management (ECM) strategies, 73 percent of the participants said their companies limit or prohibit cloud-based document storage. Only 26 percent said they store high-value or high-risk documents in the cloud.

Office For Windows 10 Optimizes Mobile, Touchscreen

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During this week's Windows 10 reveal event, Microsoft gave a glimpse of the future. And yesterday Microsoft’s Julia White, general manager for Office Product Management, provided a few more details.

Here's what we know. In addition to the soon to be released Windows 10 Technical Preview, look for a touchscreen version of Office as well as Office for Windows 10, a suite of apps including Word, Excel, PowerPoint, OneNote, Outlook and Calendar.

When Content Plays Support to E-Commerce's Lead

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Content has always been the primary focus of whatever setting and way it is to be used: novels are serial, broken only by chapters; non-fiction works are segmented by subject and accompanied by footnotes and references; work instructions are divided by processes, tasks and steps with references to parts, materials and commodities needed, and so on.

The content designer and creator always knew going in the role for the content being created. People —whatever their role — have always been required to use the content as presented in order keep their job, succeed at their project or enjoy the story.

While it's true that some settings require content that can be used for multiple roles, this level of complexity is still confined to specific industries and settings.

With the rise of e-Commerce, everything has changed.

The 3 C's of Personalized Customer Service

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Customer service is a key differentiator for many companies. But as the number of communication channels and devices increases, so do the challenges of delivering personalized service across those channels.

A unified view of the customer is needed for omnichannel customer service — something that can't be achieved with siloed systems and disconnected information. Channels can't merely coexist, but must inform one another to provide the needed context that makes each customer experience better and more personal. To succeed at customer engagement you must meet three fundamental requirements: being consistent, complete and contextual.

Blame People for Cloud Downtime Woes

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People are among the top concerns for public clouds. They make mistakes. And those mistakes lead to downtimes.

The findings come from CloudEndure's first survey of IT professionals in North America and Europe, "2014 State of Public Cloud Disaster Recovery."

Specifically, the 116 IT pros ranked human error is right up there with application bugs and network failures as the primary risks to system availability.

Luck Isn't a Digital Rights Management Policy

2015-23-January-Photographers.jpgOne of the many advantages of the Internet is the ability to share content and experiences, with people all over the world. There are quite a few downsides as well. This post will delve into just one of them: copyright infringement, which can pose a threat to everyone from the individual content creators up to Fortune 500 organizations.

So, what’s the fuss all about?

News Bites: MartMobi, OpenText, @AnalyticsWeek, More

The latest in synonyms, agreements, AKAs, designs and choices from Deutschland, the Hub of the Universe, the Beehive State, El Dorado State and the ‘Loo.'

MegaChat Is No Skype Killer, But It's Not MegaUpload Either

Controversial entrepreneur Kim Dotcom, the guy behind the now-shuttered MegaUpload, is at it again. He's got a new product, MegaChat, and a new boast: he claims MegaChat, an end-to-end encrypted voice and video chat service his company launched in beta yesterday, is a “Skype killer."

It’s unlikely Microsoft CEO Satya Nadella will see it that way — and frankly we don't either. But MegaChat is targeted at people who are wary of Skype’s security, so it may have a future.

Dotcom claims MegaChat offer users completely private video and voice calling with text and video conferencing slated to follow. And it proves something else, Dotcom tweeted:

Will 'Cloud-Only' Cast a Shadow on the Box IPO?

Box CEO and co-founder Aaron Levie is obsessed with the cloud. He wears cloud socks, the license plate of his car said “Go Cloud” and he tweets about “cloud” constantly.

Back in 2010, he asked if it was a “problem to judge girls you meet by how much they know about cloud computing?”

In 2011 he predicted that “for everyone in cloud and the enterprise, this is going to be a very big year for us all.” We guess you could say Box had an exciting year: it landed Proctor and Gamble as a customer.

In 2012 Levie reported “I'm just struggling with a world where #Tebow is more exciting to the general population than cloud computing.”

In 2013 he suggested that a book about cloud storage would be a blockbuster: ”There's a Facebook book. And now a Twitter book. Shocked that no one wants to write about the cloud storage industry. #bestseller”

In 2014 he told the world that a win for Box (after gaining 300,000 employee GE as a customer) is a win for “cloud, user-centric IT, enterprise mobility and more. There is a real sea change in software adoption happening.”

So far this year he’s had to put a muzzle on it (and we’ve missed his stream of jesting tweets) as he waits for its company to go public, which should happen tomorrow. It's expected to open at $14 a share.

Mark Cuban: I Don't Take Risks But I Sure Can Dance

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I've considered Mark Cuban a friend since September 1997, when I flew from New York to New Orleans to attend a broadcast news industry conference. At the event — the Radio Television News Directors Association convention — I came across a exhibitor then known as AudioNet.

Founded two years earlier by Cuban and attorney Todd Wagner, it was carving out a niche as the leading aggregator and broadcaster of streaming media programming on the web. I was intrigued by the idea of being able to listen to worldwide radio stations on the Internet so I struck up a conversation.

Two guys at the booth named Mark and Todd explained the concept — and I was hooked. So I made it a point to stay in touch. But the story was far from over.

Leveling the E-Commerce Playing Field

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Brick-and-mortar stores have an advantage over e-tailers when it comes to keeping customers engaged —it’s much harder for prospects to walk away from a face-to-face interaction than to click away from a website. In-store customers also go to greater lengths to shop there than online browsers, so they’re likely to be more receptive to immediate sales messages. E-commerce is clearly on the rise with growth estimates of 13.9 percent from Nov. 1, 2014 to Dec. 31, 2014 compared with the same period in 2013.

Companies Plagued by Mobile Marketing Mediocrity, Altimeter Finds

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Hold the (cell) phone.

Despite all the talk about the importance of mobile, the ubiquity of mobile devices and the merits of optimizing mobile experiences, most companies and brands are still failing to capitalize on mobile technologies — and losing the potential to benefit from what is arguably one of the greatest opportunities for customer experience innovation.

That's the surprising conclusion of research being released today by San Mateo, Calif.-based Altimeter Group, a research firm dedicated to helping companies understand and act on technology disruption.

In a report entitled "The Inevitability of a Mobile-Only Customer Experience" (registration required), co-authors Brian Solis and Jaimy Szymanski warn that many companies and brands are still underestimating and underinvesting in mobile.

What's more, they conclude, clearly defined and unified mobile strategies remain largely elusive to most executives and strategists, who tend to view mobile as the latest “bright, shiny object" rather than both a means and an end to incredibly improved customer experiences.

It’s a recipe for disaster, they argue — and an imperative for companies and brands to address right now if they want to remain relevant, competitive and continue to survive.

After Acquisition and Investments, Datanyze Poised for Growth

Silicon Valley startup Datanyze acquired its first competitor last month and updated its sales intelligence platform this week in moves that company officials claim will aid its growth this year.

The San Mateo, Calif.-based startup, launched in 2012 with one employee, has plans to nearly triple its workforce of 18 this year.

The projection comes on the heels of the company's acquisition of competitor LeadLedger in December and this week's announcement of Datanyze Insider, which provides sales reps company officials said with up-to-date information on prospects during each step of the lead-generation process.

Office 365 Extends Email Security to Address Spammers, Phishers

Microsoft is tightening up the security of its email offerings on Office 365 through the extension of features.

The goal here is to provide a “safer client experience” that will authenticate senders and help identify untrusted senders, helping to protect your system from spam and phishing campaigns, the tech giant explained.

While Office 365 is already pretty secure, Microsoft maintains the only way to beat hackers and other Internet nuisances is to keep one step ahead.

Have Status Meetings at Work? No, No, No and ... No

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Hey, whatcha working on? How's that project coming?

We've all prepared for these questions in upcoming meetings. We work hard, and we want people to know it. Nothing wrong there.

Well, except maybe that preparing for those questions actually takes longer than the work we do.

Ah, the proverbial status meeting. Something that should die — now, some say.

Clarizen, an online project management software provider, thinks this way. Of course, their product is a good replacement for the "status meeting," they think. But the San Mateo, Calif.-based tech company did produce some food for thought in its new survey about status meetings.

FaceBox at Work: The Newest Collaboration Solution?

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We are hardly out of the 2015 gate and the enterprise collaboration market is already experiencing a shakeup.

Facebook released Facebook at Work on Jan. 14, the same week Box resuscitated its delayed IPO event, slated to launch tomorrow. While seemingly unrelated, these two events underscore the continued significance the "consumerization of the enterprise" trend will continue to play in 2015, especially as it relates to collaboration.