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Latest Customer Experience News & Articles

Week in Review: Enterprise Team Players + Office 365 Disaster

Marketing on Commission
Do marketers know how to deliver revenue?

Open Your Twitter DM Door?
Twitter's letting you in the inbox.

World of Team Players
Like it or not, you must be a collaborator.

Find Your Right Collaboration Fit
Go beyond what makes sense for IT.

Office 365 = Disaster
Unless we see change, we'll see failure

Hey, ECM. Go Digital
Four reasons why the move makes sense.

Create, Deploy and Optimize Dynamic eCommerce Sites 
A white paper on HP Autonomy’s multichannel solution

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News You Can Use: Jahia, Sitecore, G2 Crowd, More

The latest in innovating, integrating, teaming, selling and ranking from the Peace Capital, the City of Spires, the Grape State and the Inland Empire State.

Ad Pioneer Jane Maas: We Never Drank Before Noon

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Jane Maas is the author of Mad Womenthe true story of what it was like to be an advertising women in the sexy, sexist era of Mad Men. 

She clawed her way up from secretary to copywriter to creative director at Ogilvy & Mather and Wells Rich Greene.  But she denies that she is the real Peggy Olson — the character immortalized in AMC's long running series Mad Men.

Maas was a creative director at Ogilvy & Mather and Wells Rich Greene, and president of Earle Palmer Brown. She was Advertising Woman of the Year, won 47 creative awards, wrote five books and raised two children. Today, she describes herself as a creative consultant and a warm and witty keynote speaker.

Jahia to Offer Ethical Web Data Exchange to Apache

Open source CMS vendor Jahia intends to contribute a reference implementation for a standard protocol for the exchange of customer data between web servers, to the Apache Foundation as an incubator project, a Jahia spokesperson told CMSWire today.

Jahia’s aim, as the company’s CTO told us last month, is to advance the development of a system that enables a CMS or a user experience platform to exchange customer data such as purchasing history and preferences in an environment that also gives customers control over what gets shared and what does not.

Is Google Launching A Wireless Service?

UPDATE: Yes, it's official. Google launched its own wireless service, aptly named Project Fi.

Google will leverage its new technology to “intelligently connect you to the fastest network whether it's Wi-Fi or one of our partner LTE networks.”

What’s interesting about the new service is that it will transition service between wireless and Wi-Fi networks so that you’re always connected in the least expensive way. And this is Google’s responsibility, not yours. (I say this because I have the Wi-Fi option on my phone right now, but after receiving a Wi-Fi alert, I have to manually OK the switch).

On the Fi Basics plan ($20 per month), customers get unlimited domestic talk and text, unlimited international texts, “low cost” international calls, Wi-Fi tethering and coverage in 120 plus countries. The data prices are $10 for 1GB, $20 for 2GB, $30 for 3GB and so on. So, a plan with 3GB would cost you $50/month. If you don’t use all your data, you get money back for the portion you didn’t use.

Google reports there’s no annual contract required.

What’s somewhat unique about the service is that, once you connect your number to Google Hangouts, you can talk, text, and check voicemail via any screen that supports it, regardless of what device the person on the other end is using.

There’s more information in yesterday’s story below.

SugarCRM Jumps on Customer Journey Bandwagon

Halfway through the first day of SugarCRM's SugarCon conference, the company announced a new iteration of its platform, Sugar 7.6.

Features that seem have impressed the crowd (hat tip to Jeremy Cox, Mitch Lieberman and Brent Leary among many others) include the customer journey mapping and advanced workflow.

Alcatel-Lucent Helps You Add a 'Phone' to Salesforce

A funny thing happened on Alcatel-Lucent’s way to breaking ground on its Rapport Communications-as-a-Service platform.

To the surprise of many, even within the organization, it completed its under-the-radar negotiations with Nokia, in a deal which may bring the caretaker of Bell Labs under the wing of a newly empowered management team with a score to settle with the world.

Rapport is now available today, and for the first time is being offered directly to enterprises as a kind of application in itself — not an end-to-end, single-vendor, locked-down solution. It’s not just the telephone as software, but the entire network.

Don't Let Big Data Keep You Up at Night

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Massive amounts of data is zooming around online and through the airwaves — data that could help your small business accomplish a great many things. But just because it's there doesn’t mean you have to worry about ALL of it. You just need to focus.

Although the Internet of Things is upon us, hovering over the Interwebs like some humongous alien spaceship, big data concerns don’t have to keep you awake at night if you own a small business. Why, then, do you have a nagging feeling that it should?

Grab Your Pitchfork: It's Time to Skewer Someone on Social

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How are we supposed to get any work done with all the drama on social media?

It's downright exhausting. Every day there's someone new to judge and vilify, which we collectively do with the vengeance and rage of the villagers in Frankenstein.

I'm not talking about people who have committed truly horrible acts of inhumanity and cruelty, like that Texas veterinarian who put an arrow through the head of a neighborhood cat — and boasted about it on her own Facebook page.

I'm talking about the ill tempered and the foul-mouthed, the anger impaired and the sensitivity-challenged, the seriously naïve who either didn't know or didn’t think anyone would care that their butts or bellies or bosoms were on display in that too tight, too short, too small article of clothing.

I'm talking about people much like me and you who simply had the misfortune of having their stupidity immortalized on social media.

And the whole thing has me and others, including Peggy Drexler, an assistant professor of psychology at Weill Cornell Medical College in New York City, wondering:

Is this unhealthy "us and them" mentality coloring our perspective of the world? Do we feel "better than" by sharing the latest story of someone's bad behavior? Now take it one step further: Could these feelings of superiority and underlying lack of respect for other people be sabotaging our commitment to customer-centricity, at least subconsciously?

Big Dogs Trail in Forrester's Social Relationship Wave

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Some big software players jumped into Forrester Research's hearts for platforms that help digital marketers make the most out of social media.

But they're not the leaders.

In its Wave for Social Relationship Platforms for this quarter — targeted at B2C marketers — the Cambridge, Mass.-based research firm tabbed Oracle and Hootsuite among its most significant providers in the space. Those organizations did not make the cut two years ago.

They join Adobe, Expion, Falcon Social, Salesforce, Percolate, Shoutlet, Spredfast, Sprinklr and Sprout Social as significant providers in the Social Relationship Platform (SRP) space.

Forrester evaluated vendors with at least 100 enterprise SRP clients whose average deployment includes at least 25 seat holders.

"One of the things we looked for in our evaluation was vendors’ ability to automate key SRP functions," Forrester analyst Nate Elliott wrote in a blog post today. "We know — automation remains a dirty word in social media. No brand wants to repeat the automation-driven mistakes of Coca-Cola or Bank of America. But marketers say one of their top social challenges is hiring and training enough qualified staff. In this environment, the greatest value that social relationship platforms can offer their clients is lightening their workload." 

Where Multichannel and Omnichannel Selling Diverge

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Wikipedia's editors removed the omnichannel retailing entry and redirected it to multichannel retailing in early March. What prompted the move? The editors didn't see a clear difference between the two.

Retail isn't the focus of Wikipedia's editors day-to-day jobs, so a clearer definition is obviously in order. But if the folks at Wikipedia are unclear where the two diverge, there are probably people involved in B2B and B2C today who don't understand the difference as well.

Week in Review: Web CMS Mistakes + Collaboration Chaos

Web CMS Disasters
11 easy ways to kill your project.

Future of Content Marketing
Good content writers = obsolete?

Down, Collaboration Boy! Down!
How to tame the chaos.

Too Much Collaboration?
Maybe it's not enough leadership.

Let Go of Your Content
Good times to purge.

I'm Not PowerShell Worthy
But Jeff Hicks sure is.

The Forrester Wave™ for Web CMS, 2015 
Adobe and Sitecore lead a strong field of WCM vendors

Download the Wave

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News You Can Use: Yammer, Celtra, Neustar, More

The latest in stories, audiences, flows, text, standards, missions and security from Albion, Shawmut, The View, The City and Shallow Alto.

And Then Alcatel-Lucent Said, 'Hello, Nokia'

If a buyout deal was truly in the works between Alcatel-Lucent and Nokia for a while now, as certain folks have retroactively predicted in recent hours, then the timing of yesterday’s deal announcement came as a shock at least to some at Alcatel-Lucent. 

The French global telecommunications equipment company had every intention of launching a new communications-as-a-service cloud platform called Rapport, speaking about it with CMSWire in depth.

Now the word CMSWire has been given to describe this launch is “delayed.” 

Not “cancelled,” which is a positive signal for A-L employees who may very well still be in shock over yesterday’s merger news.

Trapit Takes On LinkedIn with Social Selling Platform

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Social-selling platform provider Trapit wants to help companies deliver "relevant and engaging" content to employees and manage sharing through social channels.

The company debuts a new platform today that combines Trapit's content discovery and curation technology with the employee advocacy tools it gained in the merger last December with Addvocate, officials said.

Trapit's CEO said it's a platform that can take on LinkedIn, which also released a similar solution.

"The key to this space is content," Hank Nothhaft Jr., CEO and founder of five-year-old Trapit, told CMSWire. "No matter what features a platform has built, if you don’t have the ability to deliver great content, you’ve got nothing. I’d argue that the winner in this space will be determined by their ability to source quality content that is highly relevant to each user it serves."

Alcatel-Lucent Invites You to Get on Its Cloud

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Paris-based Alcatel-Lucent introduced a new Communications-as-a-Service (CaaS) platform called Rapport today. 

Like other IP-based communication networks, Rapport uses cloud platforms to pool network resources. This way, voice and video communications and conferencing can be managed using the same principles as any other type of traffic on an IP network.

The critical difference is this: Rapport exists entirely in A-L’s cloud, not on customer premises.

“A lot of enterprises have looked at Amazon, Google, Facebook and the like, and said, ‘They’ve become good at scaling and launching new apps and services quickly.  Why can’t I scale like that?’” remarked Brendan Ziolo, A-L’s head of large enterprise marketing, in an interview with CMSWire.

Madison Logic Data Rebrands as Bombora

Madison Logic Data made its biggest identity move yet today.

Madison Logic Data, which seven months ago became the sister company of Madison Logic, has rebranded as Bombora. It will stay in New York City. Madison Logic bought Linthicum, Maryland-based BBN Solutions in March.

Bombora officials believe in the power of intent data, which they define as data collected about a web user’s content consumption.

That kind of technology, they added, allows the provider to identify key topics (2,300 total as of last month) that will show marketers when users express interest in a specific topic.

The provider told CMSWire last month that it aggregates digital and mobile display inventory from 1,600 B2B media outlets. This allows brands to interact with more than 245 million decision makers monthly.

We Need a Department OF the Customer

We have a department of selling to the customer, a department of marketing to the customer, a department of communicating at the customer. We have a department of dealing with customer complaints. But we have no department OF the customer. 

Week in Review: Collaboration Tools + Inside MS Spartan

Meet the Chief Data Officer
It's not for the faint of heart.

Take that, Microsoft
Google's CRM salvo at Microsoft.

These Tools Don't Cut It
Everything's wrong with social collaboration tools.

The Most Important Collaboration Tool
Focus on community management.

What's the Deal with Spartan?
A look at Microsoft's new browser.

You Love Dropbox and Office
Why you'll stay.

Why Implement a Voice of the Customer (VoC) Program? 
Customer experience: The great differentiator

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Customer Service Success Starts at the Source

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It feels like customer service — or rather, the lack thereof — is making headlines on a daily basis lately.

Comcast is one example of a company that has faced service misstep after misstep. And these blunders are having a lasting impact on Comcast’s brand. A recent report from SurveyMonkey found that Comcast’s customer service woes have left the company ranking lowest among cable providers when it comes to customer loyalty and satisfaction.

Comcast isn’t the only company struggling due to customer service crises. Other major brands like Walmart, American Airlines and Bank of America have all suffered from the crippling backlash of poor service departments. It’s no secret that poor customer service can negatively affect a brand’s popularity, if not permanently tarnish its reputation.

So how can businesses prevent these Comcast-sized service blunders? Recognize that customer service success starts at the source.

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