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Latest Customer Experience News & Articles

Call Tracking Company Wants to Help Your Business Connect

Talk of phones being obsolete in the business world "doesn't make any sense."

Irv Shapiro, CEO/CTO of Chicago-based DialogTech, believes this. And it's why his company releases technology designed to help marketers make the most sense of phone traffic.

Today, the company released a new product to its suite — and the rebranding of the company from Ifbyphone to DialogTech. 

His company "bets on the suite." It's better than competitors because it offers a full suite of offerings that include but go beyond call tracking.

"The suite has won," he told CMSWire. "Just look at Oracle, which had all these competitors in the past that are gone. Same with Adobe."

Kofax Focuses on Customer Communication with $19.5M Buy

Kofax, an Irvine, Calif.-based financial technology company, just spent $19.5 million to acquire Aia, a customer communications management vendor based in The Netherlands. 

Kofax will integrate Aia’s software into its TotalAgility platform. It will also continue to offer the product on a standalone basis. 

Kofax claims the acquisition will strengthen its platform and give it a competitive edge.

Secrets to Success in the Attention Economy

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Tasks crowd our working days. And as the pace of work accelerates, managers' expectations grow year after year. It's no wonder that people joke that the ultimate business technology would be a time machine.

While time travel would be neat and maybe even a little scary (as any science fiction fan would tell you), we’ve had time machines for years. They come in the form of the technologies that make us more productive and thus add time we can spend doing other things.

Your Customers Are Cheap and Cashless, But Love Online Shopping

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The typical US consumer likes to shop online, regards free shipping as better than fast shipping and thinks cash is passé for just about everything other than buying a snack from a street vendor.

And while he still has reservations about using his phone at the cash register, he's open to innovation — especially drones and virtual reality shopping.

That's the word from Walker Sands second annual Future of Retail study, which examined trends and consumer behaviors in retail. The Chicago-based marketing and public relations agency said it analyzed more than 1,400 US consumers to uncover insights about omnichannel shopping and how retailers can use technology to increase sales in 2015 and beyond.

Location, Location: Your Risk of Fraud Is Tied to Your Address

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A new data point is emerging about online fraud and cyber risk that is giving the business community pause. Apparently location matters when it comes to victimization.

Two security companies — Forter in Israel and EnigmaSoftware in the US — have found certain cities and states have higher numbers of fraud perpetuated on their residents. Forter also found certain states tend to have a higher number of residents that actually commit this fraud.

Week in Review: SharePoint Woes + The Future of SEO

SEO's Future Examined
And guess what? It's not SEO.

Why Lenovo Should Anger You
Superfish guts your computer’s security.

Six Key Facts about Windows 10
What you should say in the boardroom.

Road Ahead for Digital Experience
CMSWire Tweet Jam: CX Analyzed.

Hey, C-Suite, It's Your Fault
Blame them for SharePoint failures.

Are Remote Workers Sane?
Productive? Yes. Sane? Questionable.

Lean Content Marketing E-Book 
How to create content on a budget

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This Seattle Startup Wants to Calm the Angry Customer

Seattle-based Spot Survey wants to make friends with those angry, demanding customers who tweet, post and rant on social media. 

Well, not exactly. It actually wants to engage with the companies these customers patronize — and help them respond fast and effective enough to avoid the social, reputation-damaging rants.

It's a technology born out of a weekend technology competition in Seattle, where techies come to compete for quickest-churned product. Now Spot Survey has launched a platform designed to help businesses prevent bad online reviews by getting real time, actionable customer feedback. It primarily uses SMS (text messaging) and website URL technology.

"This product helps businesses scale and automate real time feedback collection," Andy Karuza, chief marketing officer and co-founder of Spot Survey, told CMSWire. "This helps business owners and managers save time and money because they don't have to organize and manually collect and analyze customer feedback."

But it can also save the brand's reputation, he said.

Doreen Lorenzo: What a Cat Herder Can Teach You About Leadership

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Doreen Lorenzo is a little quirky – and not just because she lives in Austin, Texas, the city that embraces weird like no other. Her eccentricity is mostly professional (with a nod to the fact she describes herself as a kitten herder on Twitter.)

But here is the bigger bit of quirkiness: From 2013 to 2015 Lorenzo was President of New York City-based Quirky, where she oversaw product development and operations for this fast-growing invention company.

Before that, she spent 16 years at frog design, a San Francisco-based product design and brand strategy company. For seven of those years, she was the company president, driving strategy, overseeing worldwide operations and delivery, and leading the design firm to record growth.

Beyond kitten herder, Lorenzo is a business leader, advisor to multiple start-ups and a strategic thinker. Her passion: "Helping creative people succeed."

News Bites: Acquia, Sisense, Adobe, More

The latest in rolling out, certifying, growing, succeeding, collaborating, partnering and connecting from Beervana, the Square Mile, the Puritan State, the Big Apple and the Grape State and Rubber City and the Capital of the South.

FCC Orders Title II Reclassification of Broadband Internet

By a 3-2 vote Thursday, the Federal Communications Commission has begun proceedings to adopt a new set of rules designed to give regulators greater authority in mandating how broadband Internet services can be classified and delivered by service providers.

“There are three simple keys to our broadband future,” said FCC Chairman Tom Wheeler in a public statement Thursday [PDF]. “Broadband networks must be fast. Broadband networks must be fair. Broadband networks must be open.”

Democrats on the Commission voted to follow President Obama’s suggestions on the net neutrality issue last November. On a party line vote, the FCC is ordering that broadband Internet service will be treated as a telecommunications service rather than an information service, as the law presently defines those terms.

That change in classification would, at least theoretically, permit the FCC to enforce mandates on how ISPs deliver broadband Internet service to their customers, as well as what measures ISPs will not be allowed to take to manage that service.

Under the terms of the Telecommunications Act of 1934, as amended in 1996, the FCC’s authority to determine so-called common carrier requirements only apply to telecommunications services such as long distance telephone.

After the FCC ordered Verizon to stop using unreasonable network management techniques deemed unfair to customers, a federal appeals court ruled in January 2014 that it could not apply Title II regulations to what the FCC had already classified a Title I service.

Who Wants to Be the 'Getty Images of the Instagram' Generation?

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A crowdsourced, stock-image platform launched today, aiming to connect advertisers and content marketers. Twenty20, a Marina del Rey, Calif.-based provider, wants to become the "Getty Images of the Instagram generation."

Backed by an $8 million funding round led by Canaan Partners, the company launches out of beta today with a "mobile-oriented, crowdsourced approach to stock imagery." 

"We launched Twenty20 in 2013 with the goal of connecting digital creatives in search of authentic, real-world imagery for their marketing and advertising campaigns with content from mobile photographers all over the world," Matt Munson, founder and CEO of Twenty20, told CMSWire.

"Mobile has changed the way we see the world, and creatives are looking for content that reflects this to their consumers. Original, user-generated content allows brands to better engage and connect with their audiences, and Twenty20 offers the largest catalog of that content."

CMSWire Tweet Jam: The Future of Digital Experience #CXMChat

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Providing a great customer experience — piece of cake, right? You may think so, as it's been the hot topic for years now, but the reality has been a little more elusive. So what new trends are emerging as we tackle the digital experience and what customer experience practices should be retired? Find out at this Thursday during our "The Future of Digital Experience" Tweet Jam.

Why Your Business Needs Seamless Return Processes

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How well your business handles those returns may have a big effect on your bottom line.

“The customer's default mindset is that a return in any form is already an inconvenience, so a failed attempt can inflate the annoyance to the point where the shopper will seriously consider no longer shopping at a particular store," said Dennis Armbruster, a consulting managing partner at LoyaltyOne, a provider of loyalty marketing and programs.

New Professional Social Network Sets Its Sights on LinkedIn

LinkedIn gives 347 million professionals a virtual venue where they can interact, share ideas and look for new opportunities. But a new social network called Conspire claims it has something even better: an analytics-based venue where professionals can connect more efficiently.

Conspire boasts that it uses analytics on your email addresses to tell you "exactly how to get the best introduction to whoever you want to meet — a customer, employer or investor.”

1.75B Reasons You Should Redesign Your Website

2015-24-February-mobile.jpgThere are a lot of good reasons to redesign your website. It's dated. It's slow. It's hard to navigate. 

But there are 1.75 billion more.

That's the number of people who use smartphones or tablets, according to HP. And if your site isn't winning over customers on small screens, well, let's just say those people have a lot of choices.

BlueConic Platform Updates Connect Siloed Data Stores

Boston-based digital marketing platform provider BlueConic released updates today that are designed to help marketers connect "siloed data stores" and applications across their stacks.

The five-year-old, 28-employee company features a platform that company officials also claim enables brands to "identify, understand and interact" with customers on an individual basis.

The update is supposed to make it easier to connect marketing systems, "allowing marketers to construct a dynamic profile of any individual in real-time that pulls from a number of available sources," said Dan Gilmartin, chief marketing officer at BlueConic. "This in lieu of trying to reconcile disparate data into a cobbled together source of the truth about the customer." 

The Coming Collision of Brick and Click Commerce

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As e-commerce continues to explode across the retail world, brick and mortar (BAM) retailers are facing mounting pressure to stay relevant in a world increasingly focused on the internet. Not all of them are succeeding.

Modern Customer Service: Are You There Yet?

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Although most executives think they’re doing a good job in delivering the best service to their customers, there is plenty of room for improvement.

A new Forbes Insight study reveals many executives are missing the mark on just how valuable customer service can be for strategic initiatives such as brand differentiation, competitive positioning, new customer acquisition, improving their product offerings and even employee satisfaction.

In fact, only 38 percent of those surveyed named customer service as an organization-wide strategic goal.

Sponsored by Oracle, the report, Modern Customer Service: Are You Outpacing Your Executive Peers? (registration required), includes 38 pages of insight from 415 executives about the focus of their customer service organizations, their use of knowledge management tools and channels, and their customer service challenges.

What You Need to Know About Tech Jobs and What They Pay

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There are 6,513,236 tech industry jobs in the US, provided by some 452,303 companies. The tech industry's payroll is a nice $654 billion, with the average wage clocking in at $100,355, compared to a $49,611 average private sector wage overall.

That's just some of the data in a recently released report from CompTIA, called Cyberstates 2015: The Definitive State-by-State Analysis of the U.S. Tech Industry (registration required).

Week in Review: Get Better at SharePoint + ECM, WCM Partnership

EMC, Meet Hippo
WCM and ECM providers form a partnership.

Back to Basics for Web CMS
It's time to cut through the chaos.

Community Management Analyzed
Managers still suffering from lack of money.

Collaboration Trends
The pulse of today's collaboration tools.

Big Data for All
Geeks and non-geeks: Microsoft wants you. 

Increase SharePoint Productivity
Simple steps to raise SharePoint productivity.

Selling the Story: The Content and Commerce Combination 
A look at trends sweeping over the commerce landscape

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