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Latest Customer Experience News & Articles

More on Millennials: Speak the Right Language

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Ever feel like something gets lost in translation whenever you market to millennials? There's a good chance you're right.

A new study of 1,800 millennials (ages 18-36) found 32 percent of those in English-speaking countries prefer a language other than English. And 46 percent said they're more likely to make a purchase if the information is presented in their chosen language.

The study, released Monday by SDL, is the fourth report of the “Five Truths for Future Marketers” series is titled “There is Only One Language”, and features results from SDL’s global survey of more than 1,800 millennials (ages 18-36). We shared another report from the series earlier this week. You can read the full study here.

Leverage Your Brand to Win the Talent War

You just found the perfect job applicant. But is she as enthusiastic about working for you as you are to hire her? 

The better the applicant, the more the job interview becomes a two-way assessment. A New York City-based executive search firm is offering some tips on how companies can leverage their brand and industry position to close their side of the deal.

PaperG's Victor Wong: Save Time, Cut Costs with Programmatic Creative

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Victor Wong wants to make “designing for ads an easier experience.” And as co-founder and CEO of PaperG, a San Francisco, Calif.-based advertising technology company, that's exactly what he is trying to do.

Wong founded PaperG in New York City about six years ago — before the term “programmatic” had even been coined to describe the space the company now occupies. The now 60-person team began with very little capital and fairly simple mission: to reduce “creative friction.”

Wait. What "creative friction"?

“We tried to help print advertisers and publishers transition to digital. We saw ourselves as part of the generation that was going to make paper into a digital medium. There was — and remains — huge creative friction when trying to transform content that is paper based into digital content or creative,” he said.

Over time, the company's focus has shifted. As more content has become digital, PaperG has tried to turn itself into the “Ikea” of the ad world. “We are trying to make high-end design accessible and affordable to everyone, to find out what works for some people and then apply it to everyone,” he said.

Tradeoff Between Control and Simplicity

At the crux of many management decisions today is the tradeoff between control and simplicity.

Will Oracle Ever Make Investors Smile Again?

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Larry Ellison is confident in Oracle Corp. Just listen to what the CEO just said as the company posted fiscal 2014 fourth quarter numbers:

Oracle is now the second largest Software-as-a-Service (SaaS) company in the world, … In SaaS, we're in front of everybody but Salesforce. In infrastructure-as-a-service (IaaS), we're larger and more profitable than Rackspace. We have by far the most complete portfolio of modern SaaS and Platform-as-a-Service (PaaS) products in the industry."

But if you listen to investors and Wall Street analysts, confidence and Oracle are not synonymous.

One analyst called Oracle's numbers this week "an all-around miss."  Analysts were expecting 95 cents per share on $11.48 billion in revenue. They got 92 cents a share on revenue of $11.3 billion. 

World Cup Website Hacked: Is Yours Vulnerable, Too?

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Hacktivists have delivered on their promise to take down Brazil’s official World Cup website, effectively disrupting this year’s competition and adding significant weight to their ongoing global threats to use of computers and computer networks to promote political ends,

This is no surprise, according to Incapsula, a cloud-based website security and performance service. Last week, Incapsula Co-founder and Chief Business Officer Marc Gaffan warned the FIFA site was at risk in the wake of two other incidents.

On June 11, feedly announced it was under attack by a distributed denial-of-service (DDoS) attack refusing to pay the ransom demanded. At the same time, Evernote announced it too had been struck by a DDoS attack.

This Week: Working During the World Cup + Launching SharePoint

Marketing Automation Done Right
Marketing automation has shown that it can be a smart tool — when done right

My Analytics Beat Yours
IBM claims its customer experience analytics top Google's and Adobe's.

Working During the World Cup
We deliver five ways to keep your employees productive during a major sporting event.

Kick Start SharePoint Implementation 
If you wait too long to deliver something, users get impatient and the project loses momentum.

Why ECM is Alive and Well
To talk about enterprise content management as dead or dying is just plain silly.

Inside Box's Streem Play
Streem can help Box be the place where you store, access and sync all your content. 

Evaluating DAM Needs and Vendors
How to be an Informed Buyer
Learn More

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Microsoft, Google Yield to Pressure to Improve Phone Security

Microsoft and Google will incorporate a kill switch into the next version of Windows-based and Android smartphones. The feature, which is already featured on Apple's iPhone 5, allows users to remotely wipe all data and information on the device in the event of theft.

At a press conference yesterday, New York State Attorney General Eric Schneiderman and San Francisco District Attorney George Gascón announced they had reached agreements with both companies to include the feature in the next iteration of their respective operating systems.

Transforming Connections in an Age of Digital Change

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The goal of marketing still revolves around accelerating new and repeat sales. But the means to that end has shifted over the past few years.

This fundamental shift can be tied, in part, to digital innovation. However, it’s not just about technology. It’s about the lifestyle shift and what could be considered a "workstyle" shift, which I define as a person’s expectations and preferences in how they work and engage with a company.

How can companies transform the ways they engage with customers and partners and connect to their existing marketing automation systems? Here are three significant points to consider.

What Comes After Authenticity?

Don't look now, but authenticity has a target on its back (and it's not the first time either). Those practitioners in the user experience, marketing and customer experience domains at the forefront of their craft have moved on and they're not sitting around waiting for you to catch up.

Every ethic and virtue has their days in the sun. Despite the wholesome goodness in any virtue, however, those days are finite and numbered. I don’t mean that the virtue will disappear entirely. I do mean that the virtue will recede from the limelight as society becomes conscious to the flaws in the virtue as another ethic that speaks to those flaws steps forward. As nothing in our universe is perfect, this goes on ad-infinitum and quite often circles back on itself. This is the cycle of virtues and we are all witnessing the waning days of authenticity.

A Man, a Blouse and an Awesome Customer Experience

customer experience, One Man, One Blouse and One Awesome Customer Experience

You never know where you'll find a great customer experience.

I found it today when I ran out to do an errand for my wife — a day late as usual.

Husband duty this time involved bringing a blouse/top/wrap (whatever you call those things — I usually go with "shirt") to the local tailor.

Hit the Digital Accelerator: 5 Reasons You Must Go Digital Now

2014-19-June-Skid.jpgDigital transformation describes how companies are using technology to add a digital dimension to customer or partner experiences, change the way employees do their jobs, or add new digital or data-based lines of business. These kinds of experiences are no longer just conveniences. They are becoming the de facto standard, and have created strong impetus for businesses who haven’t done so already to start on the path to digital transformation. These five key trends are making digital transformation an imperative for businesses today.

How Much Is Your Data Worth?

2014-19-June-Froggy-Love.jpgIn today’s age of information, data is currency. Information about our preferences, habits and everything in our life is a valuable commodity for companies trying to learn more about us in order to make us their customer. The value of our personal data seems to rise every day.

If our personal data is valuable, shouldn’t we guard our privacy more closely? If we are giving away information for free, how much are we getting in return? Data for services is the business model for both Google and Facebook. They provide you a free service and in return, they mine your data to drive advertising revenue. The question people don’t seem to be asking is this, “Is the average consumer aware of the value of their information to make an informed decision?”

Chief Digital Officer: Vital Leader or Fading Trend?

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To hire a chief digital officer or not to hire a chief digital officer.

Is that the new question in the digital age? Could be. 

And depending on who you ask, the answer differs.

A Forrester report found just 1 percent of firms plan to hire a chief digital officer (CDO) in the next 12 months. A full 50 percent have no plans to create this executive role.

And then there's Constellation Research, whose June 18 report stressed the need for the chief digital officer. CDOs, it suggested, can help companies successfully navigate this era of digital disruption.

And don't get David Mathison started. Forrester came out with a similar report and thesis last November, which suggested that CDOs may not be the answer.

Mathison, the curator for the Chief Digital Officer Summit, told us then that these are the “glory days for digitally savvy CMOs who can now bypass IT entirely by using the cloud and AWS and BYOD. (Forrester) should be looking at the underlying reasons for the drive to hire digital leaders such as CDOs versus having the CIO or the CMO do the job.”

News Bites: Learn E-Commerce from Google Analytics, Discover Tealium's DIY Marketing Cloud, More

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This week: Tealium launches do-it-yourself marketing clouds, LightCMS provides a platform for websites and stores, Google Analytics offers a course and NICE Systems helps to optimize the journey of NICE customers.

Amazon's New Fire Phone Targets Apple

Thumbnail image for 2014-18-June-Amazon-Boxes.jpgAmazon, the company that wants to sell you everything, today introduced a phone that should make that much easier.

The Fire phone is the first smartphone from the Seattle-based retailer. But before you say ho-hum, it's not just the latest sparkly gadget. It's a clear signal that Amazon now has locked onto Apple with its infrared sensors.

Importantly, the phone connects with other Amazon services directly, meaning you'll be able to do quick price checks on 70 million products, choose from 35 million songs, tune in 160 live TV channels or watch 245,000 movies. Bandwidth sold separately, but the first year of Amazon Prime, the company's entertainment service, is included.

Oracle Targeting Micros in $5B Deal for Data, Applications

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You know how these things start. Someone hears something from someone who heard it from someone else.

Suddenly, you have a major story. Maybe.

The current something that is doing the rounds since late last night is that Oracle is in discussions with Micros Systems with a view to taking over the Point-of-Sale (POS) vendor for… wait for it … $5 billion.

If this comes to pass, it will be one of the biggest, if not the biggest, acquisition in terms of price this year. Again, its only rumors so far and there’s a long way to go before it’s a done deal.

Adobe Doubles Growth to 2.3M in Creative Cloud Subscriptions

Adobe has more than doubled the number of subscriptions to its Creative Cloud, climbing to more than 2.3 million users, the company stated today.

The news comes as the San Jose, Calif.-based software provider announced 14 new versions of Creative Cloud desktop applications, including Adobe Photoshop CC, Adobe Illustrator CC, Adobe Dreamweaver CC and Adobe Premiere Pro CC.

Adobe calls it the biggest release since CS6. It also includes four new mobile apps, creative hardware, updates to Creative Cloud services and new offerings for enterprise, education and photography customers.

Measuring Business Communities: Are We Doing It Wrong?

2014-18-June-Sandbar-Shark.jpg“What gets measured gets done” — we've all heard the saying. And business communities are no exception. But how do you measure something that you don’t understand – or understand something that you can’t measure?

It's unfortunately still the case that most companies don't understand community, judging by job postings on job boards and attempts to measure its ROI.

But it’s not their fault. Because community is not a discreet set of activities but rather, a foundational communication platform. Calculating the ROI of community is a bit like calculating ROI of email – as difficult as it is pointless. And yet understanding the business impact of communities is critical to being taken seriously by company executives.

Brick-and-Mortar 'Cloud Store' isn't What it Seems #AmazonEvent

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It could be a coincidence, but then again, maybe not. Either way, it seems all but certain that Amazon will finally unveil its very own smartphone later today at a launch event in Seattle.

And that could have a great deal to do with the “day-long boot camps,” “classes” and tutorials that Amazon is conducting “free of charge” in its brick-and-mortar pop-up cloud store in San Francisco.

Reports indicate the new “device,” which was probably developed in Amazon’s Silicon Valley-based hardware Lab126, will be different than the iPhone and the Android devices we use today because it will have a 3-D, Google glass-type interface.

Chances are good that even the most experienced smart phone app developers might benefit from one-on-one tutorials (like you get at the Genius Bar at Apple) or need some related training to make the most of the new device’s capabilities.

After all, in order for a new smartphone to make a dent in today’s market, its apps and services have to be incredible. And it seems that at least some of those built for Amazon’s forthcoming device already may be.