HOT TOPICS: Customer Experience Marketing Automation Social Business SharePoint 2013 Document Management Big Data Mobile DAM

Medallia Resolves to Prevent Recurring Customer Problems

Medallia's all for closing the loop on customer complaints. But it doesn't want to seal the deal there.

Business cliches aside, the customer experience provider out of Palo Alto, Calif., today released Medallia Resolve. Officials said it will help companies find the root causes of recurring customer pain points so they can be addressed at the source of the problem — and never happen again.

It's learning what "caused you to close the loop in the first place," said Sam Keninger, senior director of product marketing for Medallia.

"No one else is going to be able to aggregate the postmortem root cause en masse across a distributed customer base," Keninger told CMSWire. "That's the key. Having all of your distributed employees type in the workflows they took and the actions they took and be able to aggregate that up with all their customer experience data."

Jostle Adds Secure File Sharing, Viewing to its Intranet Platform

Jostle is adding a secure file sharing and viewing component to its existing cloud-based intranet solution to provide a higher level of "robustness, security and functionality," Jostle’s CEO Brad Palmer said.  Through an integration with Citrix ShareFile, Palmer said Jostle will be better able to meet the needs of its clients.

The company introduced a file sharing and discovery service two years ago. But as customer use of the search feature has scaled and the platform attracted more enterprise clients, Palmer said the need for a more reliable and robust solution became clear. So Jostle went shopping for a partner and ultimately chose Citrix, due to its reputation in the industry, Palmer said.

Joomla's Latest Offering: An Option to Build Free, Hosted Sites

The Joomla open source web content management system (WCMS) community announced a new website-building offering today.

It's launching Joomla.com, where users will create and build freely hosted Joomla websites. Joomla partnered with SiteGround, a web hosting company who has built the server infrastructure that will accommodate the free Joomla sites.

A Simple RACI Chart for File Share Clean Up

As you check off the tasks in the work breakdown structure of the file share clean-up project, certain persons within the organization will be quite vocal. One way to clarify the roles and their responsibilities is via the mechanism of a simple RACI chart. Remember: simple is elegant.

Dropbox Just Got Stickier in the Enterprise

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How does it feel to wake up a few days before your company’s IPO to discover your rival just made a smart acquisition? We don’t know, and Box co-founder and CEO Aaron Levie can’t tell us: He's in a quiet period mandated by the US Securities and Exchange Commission (SEC), which prohibits him from making such comments.

But here’s the deal. Early this morning Dropbox announced that it now owns CloudOn, a top 10 workplace productivity app in 120 countries. CloudOn makes it easy for people to edit, create, organize and share docs on any platform.

This should yield big wins for Dropbox (and its 300 million users) for several reasons. First because CloudOn brings with it an attractive mobile UI for content creation and collaboration as well as the team of engineers who built it. And second because the 100,000 companies who use Dropbox for Business will be able to do more of their work in Dropbox without ever having to leave the platform. The win for the enterprise? Productivity.

CMSWire Tweet Jam: Differentiating via Experience and Commerce #CXMChat

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Online retail grows more competitive by the day. Customers expect the same experience, whether it's in store, on the web or in a branded app. Companies that want to remain competitive are turning to a marriage of content and commerce to deliver the ultimate customer experience. So, what does doing this well look like, what challenges are involved and where is there still room for improvement? Join in to discuss during our first Tweet Jam of 2015.

Office 365 Gains Text Analytics With Equivio Buy

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Microsoft has bought text analytics provider Equivio — an acquisition that should both add another piece to the Office 365 puzzle and give Microsoft considerable traction in document-heavy enterprises like legal or financial firms.

While neither company would confirm the sales price, there is speculation the deal closed for about $200 million. If that's correct, Microsoft snapped up some pretty impressive text analytics for a relatively reasonable sum. In fact, the technology could end as a premium layer to Office 365 once Microsoft starts pulling it into its wider portfolio.

Stay Alert: The Future of the Activity Stream

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How do you keep track of everything going on that might affect your work? It’s probably a combination of internal and external social media, email, word of mouth and a whole range of other notifications, an approach that can be both ineffective and overwhelming. Even if you achieve the pristine state of inbox zero, there’s no such thing as Twitter zero.

Bing/Yahoo Tramples Google in Paid Search

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Google is losing ground in the paid search market to the Yahoo/Bing partnership, according to new report by IgnitionOne (IO) a cloud-based digital marketing technology provider.

The IO Q4 2014 Digital Marketing Report calls the growth in Yahoo/Bing share “historic.” It jumped to 26.3 percent of U.S. search spend — a 25.8 percent jump over consecutive quarters.

“I am a little surprised by the success of Yahoo!/Bing at chipping away at Google’s lead. They're still a distant second to Google, but they have made some serious gains this quarter – mostly due to their gains in mobile and tablets,” said IO president Roger Barnette.

Q1 Planning: Top Marketing Technology, Social Business Conferences & Events (21-Jan-15)

Our industry event planner gives you the heads-up on what key industry events are coming around the corner. If we've missed something, don't hesitate to add your event to the list. (You can also view the full calendar here.)

You're Invited: Security and Compliance in the Cloud

Join CMSWire and M-Files with Doculabs tomorrow for a one-hour webinar to better protect your information in the cloud and ensure compliance.

> Register Now

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Digimind, Hootsuite Partner in Social Listening Tool Ecosystem

Who's talking about me, what are they saying and what should I do about it?

This is a software space now — one Digimind jumped into one year ago.

This week, Digimind became the latest social listening provider to integrate with Hootsuite in a partnership officials said helps marketers by combining social listening capabilities (Digimind) and engagement features (Hootsuite).

"It allows users to identify the conversations about their brand that matter, such as customer complaints, bad reviews or potential customer opportunities with sentiment analysis and potential audience," Jerome Maisch, product marketing manager for Grenoble, France-based Digimind, told CMSWire. "From there, they can respond to customers accordingly and publish on multiple channels in real-time." 

Are You Ready to Compete on Customer Experience?

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Friends of mine were remodeling their master bath. After searching for a claw foot tub in stores and online, they found the perfect one that fit their space. It was only available for purchase on the retailer’s e-commerce site, they bought it online.

When it arrived, the tub was too big. The dimensions online were incorrect. They went to return it to the closest store, but were told they couldn't — because it was purchased online, they had to ship it back.

The retailer didn’t have a total customer relationship view or a single view of product information or inventory across channels and touch points. This left the customer representative working with a system that was a silo of limited information. She didn’t have access to a rich customer profile. She didn't know that Joe and his wife spent almost $10,000 with the brand in the last year. She couldn't see the products they bought online and in stores. Without this information, she couldn't deliver a great customer experience.

M-Files Eases Hybrid Cloud Computing With Metadata

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The only things everyone seems to agree about when it comes to hybrid cloud computing is that it’s going to be around for a long time to come — and many vendors have many ways of approaching it. For M-Files, the unique selling point is a system that can manage all your content without repositories.

That sounds like a big claim … and maybe it is. However, M-Files has been developing this for years, first in Europe and now in the US, and the proof of its claims are clear in its continued and staggering growth rates.

Discussion Point: Security Experts Respond to the State of the Union Address

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Cybersecurity wasn't even the stuff of dreams when George Washington delivered the first State of the Union message to Congress on Jan. 8, 1790. But fast forward to 2015 and there it was, playing a prominent role in Barack Obama's annual address to the nation.

Obama called for better cybersecurity in his televised address last night, urging Congress to pass legislation that will improve computer protection. “No foreign nation, no hacker, should be able to shut down our networks, steal our trade secrets or invade the privacy of American families, especially our kids,” he said.

Put the Tech Back into Tech Shows

CMSWire Op-Ed

It was sometime after Neil Young, Ariana Huffington and Al Gore had finished their bits on the Dreamforce stage. The speaker now was Eckhart Tolle, the most spiritually influential person in the world. But I wasn't feeling it.

I surfaced from the windowless basement of the Moscone Convention Center and found a cool gray October morning had turned into a warm, sunny afternoon. Hundreds of conference attendees lounged around an artificial-turf park on top of San Francisco's Howard Street. I watched two techies play ping-pong as Tolle's voice boomed from a nearby jumbotron.

That's when it hit me: In the world of big tech shows, the "show" now overshadows the "tech."

Optimizely Claims 'Breakthrough' in Online Testing Platform

Optimizely, a website optimization platform, just released what company execs describe as an innovative capability that breaks from traditional statistical methods. 

The platform — Stats Engine — adds to the company’s experience optimization platform by delivering test results that are "always valid" and "freed from the limitations of traditional statistical analysis," officials at the San Francisco-based provider boasted. Pete Koomen, co-founder of Optimizely, said Stats Engine "represents a breakthrough in the world of online testing."

Developed in collaboration with statisticians at Stanford University, company officials said Stats Engine relies on innovative approaches in statistical analysis. Combined with the company's own algorithms, it allows customers to interpret and act on data quicker "and more confidently than ever before," the company noted.

Stats Engine "propels statistical analysis into the Internet age," a company spokesperson told CMSWire.

Leave Your iPad at Home, Forget BYOD, Says HP

Face it, HP notes: iPads, Android and Windows tablets may be great but they weren’t built specifically for business. And the house that Meg Whitman rules may have a valid argument when you consider that the devices are being used by gazillions of kids strapped into shopping carts drawing animals for Night Zookeeper, by teens playing Candy Crush Saga and by moms who have adopted them as digital recipe displays when they cook. Never mind everyone watching Netflix.

Think about it. Do you want to make sales presentations on the device that your kid rests his lollipop on? Or that you and your honey used last night to watch a racy movie? Maybe yes, maybe no, but that’s not the main reason HP thinks that you might want to use different devices at work and at home.

“They (consumer-grade devices) also pose significant challenges to IT departments who have to support their now mobile workforces while keeping corporate data managed and secure,” said Ron Coughlin, senior vice president and general manager, Personal Systems, HP.

Telerik Exec Dishes on New Release, JavaScript's Momentum, More

Progress Software just debuted the latest version of the Telerik application development platform for mobile development. It's an important release for Bedford, Mass.-based Progress, which bought Telerik, the makers of the Sitefinity web content management system (WCMS), late last year.

Now barely a year old – this Telerik platform launched in February 2014 – it is difficult to imagine that major changes could be so quickly introduced. But as Aygun Suleymanova, head of Platform Product Marketing at Telerik, explained, the platform has gained significant traction. Specifically, some 20,000 apps have been built with it by more than 600 enterprises, to say nothing of the thousands of individual developers.

So scratch that supposition that little could have changed in the space of a year. In fact what Telerik has done is taken the usage data and customer feedback to development more capabilities to make development that much faster.

Ektron Delays Annual Conference 7 Months

Low registration numbers have reportedly convinced Web CMS provider Ektron to delay its annual conference. Ektron Synergy 2015 is now scheduled for Nov. 8 through 11 at the Cosmopolitan of Las Vegas — seven months later than originally planned.

The change marks the latest in a series of shakeups at the Nashua, N.H.-based company. In the past two months, Ektron has made headlines with a sale to a private equity firm and a change in executive leadership that resulted in the ouster of co-founder Bill Rogers.

Rogers left late last month, but the company has yet to officially announce his departure or announce a new CEO.

Ektron was sold last month to Accel-KKR, a private equity firm that also bought EPiServer. Some sources within and outside the company report Ektron and EPiServer are destined to merge in the near future. 

One Happy Family: Marketing, Messaging Apps and the IoT

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Marketing and creativity has typically gone hand-in-hand. But many of the marketing folks I know are also innovative — and strike me as far more Silicon Valley than Madison Avenue. 

There's no argument that marketing departments want to get their messages in front of as many people as possible. But they have to be the right people or the whole effort could be a loss. That's where innovation comes in: marketers are always looking for unique ways to share their messages. 

As a child, TV was the primary medium by which I was exposed to marketing and advertising. Then the web came along.

The web slowly and methodically changed everything about advertising and marketing. Once it took hold, we were off to the races. The web gave marketers a new way to get their messages out to ever more targeted audiences and has allowed companies to become far more engaged with their customers — or, even better, potential customers.