Wondering why you should be thinking about customer journeys? I've got four reasons.

This week in the document management space is a focus on document viewers and a couple of new releases, including one from Nuance that lets users hear their documents. Accusoft has also released a viewer for the cloud and Box has been busy buying Crocodocs for its HTML 5 viewer technology. Meanwhile, Xerox is on tour of the Middle East.

Can gamification improve customer engagement? Yes, says a new report from Forrester Research — but some companies misunderstand the concept and misuse the techniques. 

Once upon a time ago, Enterprise Content Management Systems (ECM) solutions were groovy. They seemed to be the key that opened the door to the land of opportunity. 

"Change Agent" is so overused lately it has come to mean anyone willing to change out the toner cartridge in the printer. Half the resumes I come across all have the same claim; "Change agent with a track record of success". Less than ten percent of those resumes have any examples of real change they have created and led (and by the way, if you were so successful leading change, why are you sending out resumes? Just sayin'…)

To deliver effective customer experience in this multi-channel, data-capturing world, the top two technologies are analytics tools and web content management. Those are among the findings in a new report from Forrester on customer experience technology.

Keeping track of important Facebook updates can be a tedious process, especially if a person has a lot of contacts, but Bing aims to make this easier by integrating Facebook into its social sidebar tool.

Big data is on the minds of just about everyone, with IT departments large and small grappling with exponentially growing volumes of both structured and unstructured data. But despite big data’s place as a mainstream IT phenomenon, the bulk of big data projects still fail, as organizations struggle to find ways to capture, manage, make sense of and ultimately, derive value from their data and information.

Content delivery vendor Limelight hosts video, provides content management, delivery, performance and cloud storage with Orchestrate 2.0.

Providing multiple format content to various devices in real time is a feature many technology providers are striving for in a mobile world, and Limelight Orchestrate 2.0 has been released for doing just that.

After months of accusation and counter accusation there is finally some move on the HP-Autonomy legal contest with a complaint being officially filed. However, the story took another twist this week as SAP claims that HP tried to off-load Autonomy on it. SAP, it seems, politely refused.

Digital marketing service provider Silverpop, which boasts a complete marketing platform with email, social, mobile and marketing automation tools has announced a new app for its collection: Email Insights. This app is designed to help marketers create better emails and email campaigns with a previewing feature that shows how the message will look on different devices and email channels.

Launch a Gchat session right from an Outlook.com email message with the Google contacts integration.

Google's instant messaging service has been integrated into the Microsoft universe, at least when it comes to the Web based Outlook.com and the cloud based SkyDrive storage app.

Why do some companies continue to grow at unparalleled rates while other companies seemingly fight year after year just to maintain their revenue rate?

Customer experience management (CXM) in large companies has come a long ways, but there’s still a long road ahead. That’s essentially the takeaway from a new report by the Temkin Group. 

The customer journey is never as neat as we'd like it to be.

 With its premium Z10 and Q10 models now out on the shelves, BlackBerry has to go the Nokia route and widen its portfolio to broaden appeal and affordability around the world. The company took a first step down that road today at its BlackBerry Live event. 

There seems to be no end in sight to Twitter’s shopping frenzy. The latest buy, announced this week, is Lucky Sort, an Oregon-based start-up that initially aimed to provide a tool that makes huge documents easier to analyze and visualize and is now the creator of TopicWatch, a visualization engine for big data sets that can find patterns in live data streams.

Finnish mobile maker Nokia is holding its London launch event and has promised a summer of major launches. First up is the Nokia Lumia 925, an aluminum-cased design, plus the arrival of Hipstamatic on Windows Phone. 

With the unveiling of the next Android OS 'Key Lime Pie' a possibility at its Google I/O event, starting tomorrow, it seems the existing flavors are doing pretty well. Analyst figures from Gartner show almost 75% of smartphones now run the OS, powered by growth in Asia.

To make life easier for Google users, the company is now unifying its storage for the likes of Gmail, Drive and so on. But will that big 15GB slice of cloud be used for anything fun at the company's IO event?