Latest Customer Experience News & Articles

Over the last two years, Gartner considers the ecommerce space to still be dominated by the same leaders named in its last Magic Quadrant report, namely IBM, Oracle and hybris.

Understanding the experience that customers value tops the list of most strategic agendas these days. The power of the buyer being in control can no longer be ignored. Sales feel it as their cycles grow longer and become less predictable. Marketing struggles to deliver predictable ROI across a sea of interaction channels where conversations happen without their involvement. Service and Support feel it as customers turn to each other for answers and to share information.

The way customers shop through Google and retailers is changing, as the company begins to phase out Google Checkout in favor of Google Wallet.

Ever feel the need to use the apps already on on your mobile device instead of the work approved ones from your IT department? LogMeIn has developed a tool called AppGuru to help those IT teams organize the mobile apps people can't seem to resist bringing to work.

Balancing the demands of digital marketing isn’t easy, especially if you’re the chief marketing officer. What makes you most successful? No one can deny that leveraging big data to build solid relationships customers is key, but according to a new report by Forrester, most CMOs believe it’s actually an enterprise-wide commitment to brand building that is critical to success. 

The customer experience is still a work in progress. We know that as social and mobile technologies become more advanced, the challenge isn’t necessarily about deploying them, it’s about getting them to seamlessly align alongside human capabilities. The mobile coupon fails to get scanned at checkout. The opportunity to enroll customers in a rewards programs is missed. Consumers receive irrelevant promotions that don’t meet their interests or activities. What if there was a better way to improve the customer experience without having to upgrade the human experience?

The current definition of the Customer Journey seems to consist of some version of Consider/Awareness leading to Research/Evaluate, and then to Purchase. Some models include the Out Of the Box Experience (OOBE) followed by Usage after Purchase. I particularly appreciate models that include those two pieces, as they take into account that the customer's experience needs to be favorable for some time after the purchase. Most customers are not in the market for the next new thing as soon as they purchase one (if so, there’s something wrong with the product!)

 Digital marketers have a strong interest in tuning and optimizing the search experience, which is why Sitecore has given search a front row seat in Sitecore 7.

A Pandora for relationship management. That’s how Nimble describes version 3.0 of its social relationship manager platform, because of a Rules Engine that curates engagement opportunities, birthdays, job changes and “people of importance.” Sort of like setting up a station on Pandora, but built around people you want to stay in contact with.

South Korean mega-vendor Samsung keeps churning out the devices to cover every conceivable base and user need, with the new Mega 6.3" screen phablet joining a waterproof S4 model, with an S4 mini confirmed on the way. 

Alongside the Tumblr acquisition, Yahoo is taking off the wraps on one of its earlier acquisitions. Image-sharing service Flickr gets a major hi-resolution makeover with a new app for Android users. 

Navigating social media sites can be quite a task, but Pinterest aims to improve how users use the content sharing website with a new feature that will prove useful to brands and companies: information pins.

Web stat geeks will be stoked about Google Analytics updates that include real time widgets and interactive insights that help define how customers really decide to finally make a purchase.

Business intelligence and strategic analytics provider, Alteryx has announced US$ 12 million in funding that will be used to help with company growth.

There is much written on the virtues and triumphs of mapping customer journeys, but little about what can go awry.

What’s the key to adopting the kind of marketing innovation that is necessary in today’s environment? According to a new report from Forrester Research, it boils down to one thing: a culture of innovation.

On the web, we need a new form of communications that focuses on serving customers rather than telling them what to do.

How do you uncover and remove the barriers in shopping journeys? What are the key moments of opportunity? What are the key drivers of engagement? Chances are if you’re one of the many businesses trying to create a successful customer experience, you’ve been working to answer these questions. Now, thanks to SDL’s new Customer Committment Framework, companies can identify exactly how, what, when and where on the customer journey, customers commit to brand, product, and business. 

Yahoo has announced that it will acquire Tumblr in a refreshingly honestly press release that states "Per the agreement and our promise not to screw it up, Tumblr will be independently operated as a separate business."

Mobile Customer Experience
Mobile customer experience is a high priority, but many organizations are struggling. Here are 4 reasons your mobile channel might be off track and what you can do about it.

Social Business Transformation
Well into 2013, a new report shows that organizations are still slow to adopt social business tools. But we believe the social business transformation will happen.

Why Big Data Projects Fail
Big data is a beast and most organizations struggle to get all the pieces into place to gain actionable insights from it. Get some tips on how to succeed in your Big Data project.

Join the Customer Journeys Tweet Jam
Join CMSWire and a great group of experts on May 24th at 10am PT, 1pm ET, 1700 GMT as we discuss the benefits and challenges of customer journey mapping. Get the Tweet Jam details here.

Most Popular

• Report: Moving From Content Management To Experience Management [Infographic]
• Thoughts on the New Cashless Society
• Why Most Big Data Projects Fail + How to Make Yours Succeed
• Forrester Report: Good Customer Experience Trumps Price for Loyalty
• How Social Intranets Cultivate High Performers
   

Editor's Picks

• How EMC Documentum Got Its Groove Back
• Budgeting for Enterprise Search - Time for the Guessing to End
• Four Reasons Why You Should be Thinking About Customer Journeys
• The State of the Mobile Enterprise [Infographic]
• Five Reasons Why DAM is No Photoshop

Around the Web

• Transforming Company Culture through Social Business
  
• Amy's Baking Company Social Media Meltdown: The ABC's of Social Media
• 5 Tips You Don’t Want to Hear About Social Business
• The Dark Side of Community Management
• The Big Hole in Big Data
   

Featured Events (all events | post your event

• May 22 — Tweet Jam: Understanding & Implementing Customer Journeys #CXMChat
• May 29 — (CMSWire Webinar) How Social Business Tools Are Accelerating Sales & Marketing
• Jun 04 —  Webinar: Optimize Your Customer Experience Through Responsive Web Design
• Jun 13 — SDL Innovate San Jose
• Jun 17 — E2 Conference Boston

Featured Jobs (all jobs | post your job)

• Senior Technology Analyst at International Finance Corporation, Member of The World Bank Group
• Senior Intranet Sales Consultant in UK at Interact Intranet
• Customer Services Marketing Manager in Atlanta at Alfresco
• Software Developer, Business Applications in San Francisco at Engine Yard
• Communications Manager in San Francisco at Zynga