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Latest Customer Experience News & Articles

This Week: The End of Disruptive Tech + Google's Dive into Enterprise

Goodbye to Disruptive Tech?
Is disruptive innovation crossing the chasm or jumping the shark

Set Social Media Marketing Goals
Most B2B marketers don’t understand there are four stages to social media.

You Could Work in Montana, Too
Working from home in rural remote areas has perks, too.

IBM's Social Software Advance
Forrester loves them. Gartner does, too. Now, IBM's Connections gets another boost.

Google's Enterprise Foray
Google just entered — and may have won — the file sync and share market in the Enterprise

Hadoop Vendor to IPO?
What will MapR do with $110 million?

Real ROI From Social in 5 Steps
Reap the Most Out of Your Investment
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So What's In An American Marketing Message, Anyway?

digital marketing, So What's In An American Marketing Message, Anyway?

Americans take a break this week to celebrate their country's 238th birthday.

Should marketers? Not really.

Thanks to technology, there are marketing opportunities at every moment of every day. "Happy Fourth, Sally. Enjoying your burger? Here's some software your company may want to munch on." OK, that was tacky.

But as we do in fact toast to ourselves and our independence, we thought we'd pick the brains of some pros about marketing to Americans:

Sales and Marketing Strategies from the #WorldCup

digital marketing, Five Ways Marketers Can Empower Sales With Strong Leads

World Cup soccer is a marketing goldmine. Just ask McDonald's.

So what lessons can we apply from this major sporting event to B2B marketing and sales? Officials at marketing software provider CallidusCloud say record-breaking viewership confirms that quality performance can deliver high returns. And this is a lesson that can be applied to sales and marketing.

Giles House, chief marketing officer at CallidusCloud, said marketers should try to balance the needs of sales when they pass on leads.

House shared five steps every marketer should take to keep the sales team supplied with quality leads.

Gamification or Greenbacks: Motivating Channel Partners

2014-03-July-Wheel-of-Fortune.jpgWe've all seen portrayals of inept actors and actresses. These fictionalized thespians all have the same question for their exasperated directors: “what’s my motivation?”

While motivation is something imaginary to actors, it’s something very real to vendors and to their channel partners. Vendors face a wide array of distractions that jeopardize their ability to get partners to do what they want them to do: time issues, partners’ own selling activities and even the motivational activities of other vendors.

News Bites: Salesforce Mobile Reports, Sitecore Partnership, More

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Heading into July, the news keeps flowing. This week: Salesforce introduces mobile reports while Useful Social Media and Millennial Media issue free reports.

Braindigit launches SageCMS, Sitecore and ADAM join forces, text donations grow up and Shufflrr releases its PowerPoint tool.

Note to Marketers: We're Not Waiting Any More

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The other evening, I found myself impatiently waiting on the supermarket checkout line. Although I waited just a few minutes while the clerk rang up the customers ahead of me, those minutes seemed to last much longer. Why?

Other customers seemed irritated, too, shifting from side to side, peering around one another, and making small noises when one woman pulled out her wallet after the clerk told her the total. How dare she waste five seconds? Didn't she know she'd have to pay?

It all made me realize that patience is wearing thin — not just mine, but the patience of billions of Internet-empowered consumers who have grown used to instantaneous responses to such critical questions as "When will Earth be sucked into the sun?" or "What is Beyonce's shoe size?"

Microsoft Transforms Customers to Beta Testers

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Two weeks ago Microsoft promised a whole new approach to roadmaps and future releases when it announced that it would be posting regular, publicly accessible updates to the Office 365 roadmap. Transparency is the new black at Microsoft, it seems.

Today it has taken one step further and has made a public call for beta testers of it is new Office products. Not exactly what you want to be doing over the summer, you might think, but there is a couple of interesting new products in the offing that you could end up testing.

Meet the New 'Multimodal' Customer Service

2014-02-July-Fortune.jpgOrganizations have been gearing up over the past few years to support the needs of today’s omnichannel customer service enterprise, with the goal of offering a seamless consumer experience through available shopping channels.

Excellent work.

Now it’s time to change. Again.

Sifting Through Text to Find What Customers Want

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Can text analytics find stale buns?

Apparently so, according to customer experience vendor InMoment. For an unnamed national restaurant chain, the Salt Lake City-based company analyzed unstructured text feedback from customers and surfaced frequent reports of stale buns in some locations. The data led the chain to a specific bakery vendor, which assumedly was taken to task.

In June, InMoment emerged as the rebranded name of Voice-of-the-Customer vendor Mindshare Technologies, enlarged by its acquisition last September of customer experience management provider Empathica.

School's Out: How Digital is Changing the Student Experience

2014-01-July-School-Out.jpgRemember when the end of the formal school year signaled the excitement of summer vacation? Whether you relate to the Glee performance or Alice Cooper's rendition of “School’s Out,” there was always a certain element of freedom imagined in leaving the walls of the schoolhouse behind. But it's starting to look as though digital has changed that dynamic — for better or for worse — forever.

With a bit of a twist on my usual customer experience focus, here’s my take on how digital is impacting the student experience.

The Secret to Performance Under Fire

catEyes.jpgEvery enterprise has them. They are as inescapable as cats on the internet. Enterprise fire drills on web performance are the norm for any corporate enterprise that has a website critical to their business model (even more so when your executives have laser powered heat vision).

Given that content owners, merchants and ad sales representatives are all trying to stuff 22 pounds of content into pages with a carrying capacity of only 20, business forces turn IT professionals everywhere into part time fire fighters. There is a standard method for minimizing both the frequency and impact of fire drills on your team — the enterprise IT guys refer to it as "monitoring and alerting." Cagey veterans schooled in conversational dynamics refer to it as "getting in front of the question."

Contact Center Reality: Better CX, More Customers

Improving customer experience in the contact center — and keeping the customer — overtook the pursuit of operational gains as the top objectives over the past two years. That's a key takeaway from a recent Aberdeen Group report.

But the real value of the report, "Contact Center Workforce Optimization: Secrets to Unlock Agent Productivity & Performance," is showing how both objectives can work together.

While only 32 percent of respondents cited "improve the quality of customer interactions" as the top objective in the comparable report two years ago, 59 percent gave that response in the current report. The data is based on a survey of 83 businesses.

Discussion Point: What's the Deal with Disruptive Innovation?

Thumbnail image for discussion-pointHow often do you hear someone call something disruptive, innovative or transformational? Probably more often than you'd like.

Disruption has been one of the most pervasive buzzwords of the past few years. And now it's become even more ubiquitous, thanks to debate between Harvard historian Jill Lepore and Clayton Christensen — the Harvard Business School professor who coined the term "disruptive innovation" more than a decade ago.

In a controversial article published by The New Yorker, Lepore made an unprecedented accusation against the quality of Christensen's research. Lepore accused Christensen of cherry-picking industries to force data to fit into his theoretical model.

Oracle Mobile Suite Update Makes Company A 'Serious Player'

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Oracle officials claim enhancements to the company's Mobile Suite can account for a "skills shortage" among developers in mobile.

Announced today,updates include the new Oracle Mobile Application Framework and an updated version of Oracle Service Bus that is optimized for mobile integration. Company officials said the enhancements offer improved development speed, application security and user identity access and governance and mobile optimized integration across development layers.

Shay Shmeltzer, Oracle director of product management, told CMSWire many organizations don't have "mobile developers" but rather just "developers." They face, he said, a "skill shortage" among developers in the mobile space. The capabilities in Oracle's mobile platform, however, eliminates the need to add developers or teach new development skills, he added.

The Changing Nature of Search Behavior

Search is just one part of the jigsaw puzzle of customer behavior. It needs to be considered in the context of the customer’s task.

Digital Ad Alliance Boss: We Can Police Ourselves

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The biggest challenge in mobile marketing may not be what the technology can do, but how the benefits of data-driven ads affect the privacy of the consumers they target.

Much has been said about the "creepy" factor of compiling information about your kids, location, financing and health. At the same time, studies show 70 percent of consumers prefer to see ads that align with their personal interest. 

Lou Mastria, executive director of the Digital Advertising Alliance, has been at the eye of the privacy hurricane for years while working in public affairs, government and the ad industry. He also holds a masters degree in public policy. In his current role, he reflects his industry-backed group's push for self-regulation of advertising practices. He's had plenty of success.

Is Google's Drive for Work Too Little, Too Late? #io14

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Every time Google or Microsoft makes an announcement about lowering the price of storage, someone asks us why anyone would pay more for a service like Dropbox, Box, Syncplicity, Egnyte, Accellion … you get the picture.

So yesterday, at its I/O Conference, when Google announced Google Drive for Work (a combination of Google apps and Google Drive with added security and reporting features that comes with unlimited storage for $10 per user per month), we were slammed with inquiries. Has Google had just entered — and, all at once, won — the file sync and share market in the Enterprise?

Separating Fact from Fiction in Social Comments

Yelp, Angie's List, Amazon — these companies and many others offer user reviews of local businesses. But the authenticity of many of those reviews is questionable, which is why an Israel-based company is offering a new service that it claims provides "honest, authentic referrals."

The company, WhoDoYou, uses machine learning and natural language processing to collect and sort public conversations — mostly from Facebook, and mostly positive recommendations — about painters, lawn services, restaurants and the like.

News Bites: Widen Update, Content Localization and More

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Summertime, and the news is a-hoppin'. This week: Widen releases 7.2, Five9 unveils Summer Release, Telerik enhances and there's a free white paper on content localization.

Plus: Google Analytics splits brand and generic channels, SiteSpeck is out with an SDK, and businesses Aldridge and Digital Dominion enter a new phase.

From Data Driven Marketing to Collaborative Marketing

2014-27-June-Push.jpgAlthough there are many chronological views of the history of marketing, there are really only three core conceptual views of marketing that have been dominant in our lifetimes: Push, Pull and Collaborative.

In the beginning, there was push marketing. Historically, almost all of us have been taught a push method of marketing. We provided a value proposition, pitch or sample in one of a limited set of channels for consumption.

Marketing was mainly differentiated by the creative quality or educational value of the marketing approach, but it was notoriously difficult to calculate the value of marketing efforts. In effect, it was a Mad Men shotgun approach: shoot a bunch of pellets vaguely in the direction of a target and hope that your creative efforts hit a target.