Latest Web Engagement News & Articles

Today we all moved one step closer to the elusive paperless office with Adobe’s (news, site) announcement of its newest acquisition — electronic signature provider EchoSign (news, site).  Adobe will be integrating the technology into a number of its products and perhaps improve the adoption of electronic signature technology in general.

The Web is not just another medium, another channel. More than anything it is another culture, another way of living and thinking.

The Forrester Wave: Web Content Management for Online Customer Experience (CXM) is out and while no vendor has all the necessary components of a CXM platform, SDL and Adobe lead the pack, with Sitecore, OpenText, Autonomy and Ektron close behind.

Oracle may not be leading in customer experience, but it has announced that WebCenter is now its primary suite for CXM (and it will include the recently acquired FatWire WEM platform). Sitecore strengthened its CXM solution with its own App Center for cloud-based services. And OpenText made another acquisition, not CXM related, adding more case management capabilities via Global 360.

We started a series on publishing for tablets this week and asked if your customers are app happy. Mobile is also the focus of our poll this month, which asks Is Mobile a High Priority for Your Customer Experience Strategy?.

Finally, our focus on Web Engagement (WEM) and multi-channel marketing provided expert insights such as: looking at the holistic digital platform, adding social networks to the mix and managing the experience, not the content.

Most Popular

• Adobe, SDL Lead Forrester Wave for Online Customer Experience (CXM)
• Seven Lessons Learned on Social Business
• Is IBM's Defection Another Sign of RIM's Demise?
• Publishing for Tablets: What You Need To Know About iOS and Android
• Toppling a Giant: SharePoint 2010, the iPad & Social Business Software

Editor's Picks

• 9 Characteristics of a Successful Branded Online Community
• Web Engagement Management: The Holistic Digital Paradigm
• OpenText Acquires Global 360, Takes Aim at Dynamic Case Management Market
• WEM: Adding Social Networks to Your Cross-Channel Marketing Mix
• The Era of Mobile Apps: Are Your Customers App Happy?

Around the Web

• The 3 Building Blocks of Social Business Evolution
• 10 Community Manager Tools You Might Not Know
• Businesses Embracing Social Media, But Not Always How Employees Use It
• Successful social BPM – start talking
• The Social Business Stack: The Elements

Featured Events (all events | post an event)

• Jul 20, 2011 — (Webinar) Best Practices for Mobile Enabling Your Website
• Aug 23, 2011 — UX Week 2011 - San Francisco
• Sep 12, 2011 — Semphonic X Change 2011 Web Analytics Conference
• Sep 13, 2011 – Enterprise Tomorrow Conference - San Francisco 2011
• Sep 26, 2011 – The Big Social 2011

Featured Jobs (all jobs | post a job)

• Lead Drupal Developer at OnGreen
• UI Designer at Atlassian
• Front End Software Engineer at Google
• Social Media Analyst at Whispr Group
• Senior Technical Writer at Akamai

Welcome to a new focus for us CMSWire kids: Web Engagement Management. This week our gracious experts advised us on all corners of WEM, paying special attention to the importance of multi-channel marketing in our increasingly mobile world. 

This month, CMSWire has been covering the practice of leveraging web, mobile and social to deliver a seamless customer experience (CXM). The mobile channel is said to be the most important channel to reach your customers, but not every organization is ready to address it as a priority.

It's Time for a Tweet Jam

Join us on July 20th at 10am PDT / 1pm EDT / 18:00 GMT. We welcome the broader CMSWire community to our second Tweet Jam. We'll spend an hour discussing Managing the mobile experience — shifting priorities, winning strategies, continuing challenges.

All experience levels are welcome to connect with our expert panel. Here is a sample of the panelists: Tom Wentworth (Ektron), Douglas Heise (CoreMedia), Ian Truscott (SDL), David Hillis (Ingeniux), Hyoun Park, Billy Cripe and more.

The easiest way to join the conversation is by following or including the #CXMChat hashtag.

#CXMChat Tweet Jam Topics

You may tweet your questions and/or responses throughout the Jam, roping them in via the #CXMChat hashtag.

Here are some of the topics we will discuss:

1. How do you see mobile channel priorities shifting in your customer base or organization?
2. How do you see mobile shifting the design and development process?
3. What new design approaches / strategies are working well?
4. Is “mobile first” becoming a reality for your customers or in your organization?
5. What is the biggest mobile challenge in 2011?

Participation Guidance

Here are a few things to keep in mind:

• Introduce yourself with your first #CXMChat tweet. Include your name, job title and organization you work for.
• Subsequent tweets must start with the question number you are responding to and the #CXMChat hashtag. For example, "@bigbird Q5 We very much believe sentiment analysis works #CXMChat"
• Please don't pitch products or services; stay knowledge focused
• Keep the discussion professional, but informal
• Remember that this is a public chat — be thoughtful

We look forward to connecting with you on July 20th!

In an attempt to drag more users towards Google News (news, site), readers can now earn badges for the stories they view.

While it can be overwhelming to devise and execute a cross-channel marketing strategy that will effectively engage customers and convert their activity into profits, here are three key requirements that will help you to produce a successful campaign.

Omniture (news, site) co-founder Josh James is back in the headlines today with US$ 43 million dollars and a new business intelligence company called Domo. 

The next time you bemoan email, think about how you’re sharing information.  The New York Times Customer Insight and Advertising Groups, in an attempt to help marketers better understand how its readers share information found that, despite a plethora of social sharing tools, email is still the most popular sharing tool.

Though Google had initially planned to test business partners on Google+ sometime in the next “few months,” it sounds like the Internet giant has decided to speed things up to next week. Could Plus be the social business network we've all been waiting for? 

The Forrester Wave: Web Content Management for Online Customer Experience (CXM) has just arrived and it reads like a who's who of web content management. Seems there are few WCM vendors who don't make some attempt to support the delivery of a complete online customer experience, but most still have a lot of work to do. Who leads and who challenges? Read on.

CMSWire's editorial theme this month is focused on Customer Experience Management and how you better engage with your customers across web, mobile and social channels.

Some of you already do this well, others are still working to define your strategy. But as much as mobile is discussed as a key channel in the online customer experience, we'd like to hear how it ranks on your priority list.

Our poll closes July 27th, but since we know many of you are either heading out or will be on vacation soon, cast your vote now.

Technology evolves at a rate much quicker than most of us can keep pace with. Right now we are in the era of mobile applications. Here are three ways to capture the interest of your app happy customers.

Publishers know that tablets are not going away. They also know that publishing for tablets is no easy task. In this article series, I will address many of these publishing challenges; this article will begin with which operating systems and devices to target.

Web Engagement Management (WEM) is a heavily exploited topic by most Web Content Management (WCM) vendors. But can they truly deliver WEM solutions? Do they know what it takes, and do they truly deliver the technology to achieve it?

Today Oracle (news, site) released detailed on its plans for customer engagement through the use of Oracle WebCenter. What does this mean for FatWire's web engagement platform?

Buyers no longer follow a linear process when making purchase decisions. The traditional sales funnel has become more like a plate of spaghetti — with twists and turns throughout the website and different paths for mobile devices, print, contact centers, and now, social networks.

Successful cross-channel marketing strategies require a new approach which incorporates social networks into the marketing mix. Web Engagement Management (WEM) systems provide the foundation for delivering a successful cross-channel marketing strategy and should be extended to treat social networks as a primary customer channel, alongside websites, mobile devices, print and contact centers.

Organizations like to talk about how important they consider the customer experience. Yet, according to recent research from Forrester, most fail to deliver really good ones. Why?

Don’t let the hype of using Web Engagement Management tools fool you. If you want to cultivate a truly engaged online community, it’s more important to home in on how your organization is practicing WEM, no matter how simplistic the tactics may be.

It's rare that an organization uses a single application or service from a single vendor. Instead they tend to look for the best solutions and integrate them together. Sitecore (news, site) recognizes this and has designed an App Center that will make decision making, testing and integration much smoother.