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Customer Experience News & Analysis

IDC Sees Steep Climb to Optimized Customer Experience

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If 2014 was the year when marketers added "customer centric" to  their vocabulary, this should be the year many of them turn those words into actions. 

But how? To help, IDC Research has published a MaturityScape report that presents a five-step process to go from the first tentative stage to optimizing the customer experience (CX). Sound simple? Actually, it's a pretty steep climb.

"Some of them are on the journey, and it's more about how to get started," said Mary Wardley, IDC's vice president for enterprise applications and CRM software. "This is to give them some sort of roadmap."

Fred Seibert: Ignore Anyone Who Calls Your Idea Crazy

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Fred Seibert likes to say that he's lived three FIVE lives … so far, anyway. He's been a cable TV pioneer, an ad agency owner, a TV and feature film cartoon producer, and, most recently, an Internet network executive. Oh, wait. We forgot "Jazz Cat" — a title he earned in the 1970s as the founder and head of Oblivion Records, a blues and jazz label.

In short, Seibert defines the title serial media entrepreneur. He was the first creative director of MTV, joining the parent company (then called Warner-Amex Satellite Entertainment Company) in May 1980. And he was the last president of Hanna-Barbera Cartoons.

One of his companies, Frederator Networks, is a leading independent online media start-up and cartoon production company. Another, Frederator Books, makes digital books for kids.

He's also the founder of multiple companies, including Channel Frederator, one of the first online animation networks, Next New Networks (acquired by YouTube) and Cartoon Hangover, the home of Bravest Warriors and Bee & PuppyCat (the largest animation Kickstarter in history). He's on the board of directors of Sawhorse Media and was the first investor in Tumblr.

But there is much more to Fred Seibert.

Turn Touch Points into Trust Points

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The bar gets raised in the retail world every year. Research from Statista indicates that retail e-commerce sales figures in the United States during the 2014 holiday shopping season reached $53.3 billion -- that’s billion with a capital B.

It used to be enough to sell good products, maybe have a website that describes them and a good customer service center. But these days, you don’t really succeed unless you do all that plus reach people on a variety of devices including smartphones and tablets, and get them to sing your praises on a slew of social media sites.

Insite Software: Data Analysis for 'People with Day Jobs'

Insite Software is releasing technology today that's designed for executives too busy to bury themselves in e-commerce data.

InsiteAnalytics will help the busy executives deliver key insights through big-picture strategic trends and more transactional micro analysis, said Phil Schrader, product manager of data commerce for Minneapolis, Minn.-based Insite Software. 

"InsiteAnalytics produces what we call 'data insights for people with day jobs,' eliminating the pain and complexity of data analysis and enabling organizations to quickly and easily actualize the value of their data," he continued. 

Pair Writing: A Revolution in Content Creation

There is an accepted wisdom that content creation must be a solitary activity if you want quality and creativity. But this is a consequence of the content tools (pens, typewriters) that have been available. As collaborative, network-oriented content tools emerge, we will see a lot more collaboratively created content. 

Adobe FormsCentral Quietly Exits the Room

After just about three short years on the market, Adobe FormsCentral is calling it quits.

According to a post on the Adobe Acrobat blog, its web form builder software will officially be “retired from service” on July 18, due to lack of interest.

“Despite enthusiastic use of FormsCentral by many of you over the past three years, we’ve found that there hasn’t been as much demand for this type of service as we anticipated,” stated the post, written by Rebecca Staley, a member of the Acrobat marketing team.

Community Management: Impacting Organizational Change #CMAD

Today is Community Manager Appreciation Day (#CMAD), and people across the world are celebrating the role these community leaders play in building brands, engaging customers and improving the overall customer experience.

“CMAD is a great opportunity for community practitioners to look up from their busy days and take some time to connect with peers,” Hillary Boucher, community manager at TheCR Network, told CMSWire. “Only 27 percent of community managers that we surveyed for the 2014 Community Manager Salary Survey found their position through traditional job listings. This means it's essential for community managers to invest in their professional networks."

Jeremiah Owyang, founder of Crowd Companies, initiated Community Manager Appreciation Day in 2010 to "recognize and celebrate" the efforts community managers worldwide play in respect to improving customer experiences.

Week in Review: No More BYOD + Egnyte Ups EFSS Stakes

Ready for the CX battle?
One awful customer experience taught us lessons.

Mark Cuban: Wired for Competition
CMSWire's Bill Sobel sat down with the legendary NBA owner.

Forget BYOD, HP Says
HP doesn't want your personal devices at work.

Terminate the Status Meeting
It's time for more productive gatherings in the workplace. 

Stealing Box's Thunder?
Can Egnyte light an EFSS fire? 

US Crackdown on Cybersecurity
Security experts analyze President's State of the Union. 

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Personalization, Good. Silos, Bad - Tweet Jam Redux #cxmchat

If you're looking for the Cliff's Notes version of this week's Content and Commerce Tweet Jam, the title has it -- personalization good, silos bad.

But the panelists covered a lot more ground in the hour-long discussion of what it takes to stand above the crowd in the world of online commerce. Does your e-commerce experience make the cut? 

When Content Plays Support to E-Commerce's Lead

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Content has always been the primary focus of whatever setting and way it is to be used: novels are serial, broken only by chapters; non-fiction works are segmented by subject and accompanied by footnotes and references; work instructions are divided by processes, tasks and steps with references to parts, materials and commodities needed, and so on.

The content designer and creator always knew going in the role for the content being created. People --whatever their role -- have always been required to use the content as presented in order keep their job, succeed at their project or enjoy the story.

While it's true that some settings require content that can be used for multiple roles, this level of complexity is still confined to specific industries and settings.

With the rise of e-Commerce, everything has changed.

The 3 C's of Personalized Customer Service

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Customer service is a key differentiator for many companies. But as the number of communication channels and devices increases, so do the challenges of delivering personalized service across those channels.

A unified view of the customer is needed for omnichannel customer service -- something that can't be achieved with siloed systems and disconnected information. Channels can't merely coexist, but must inform one another to provide the needed context that makes each customer experience better and more personal. To succeed at customer engagement you must meet three fundamental requirements: being consistent, complete and contextual.

Luck Isn't a Digital Rights Management Policy

2015-23-January-Photographers.jpgOne of the many advantages of the Internet is the ability to share content and experiences, with people all over the world. There are quite a few downsides as well. This post will delve into just one of them: copyright infringement, which can pose a threat to everyone from the individual content creators up to Fortune 500 organizations.

So, what’s the fuss all about?

News Bites: MartMobi, OpenText, @AnalyticsWeek, More

The latest in synonyms, agreements, AKAs, designs and choices from Deutschland, the Hub of the Universe, the Beehive State, El Dorado State and the ‘Loo.'

Mark Cuban: I Don't Take Risks But I Sure Can Dance

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I've considered Mark Cuban a friend since September 1997, when I flew from New York to New Orleans to attend a broadcast news industry conference. At the event — the Radio Television News Directors Association convention — I came across a exhibitor then known as AudioNet.

Founded two years earlier by Cuban and attorney Todd Wagner, it was carving out a niche as the leading aggregator and broadcaster of streaming media programming on the web. I was intrigued by the idea of being able to listen to worldwide radio stations on the Internet so I struck up a conversation.

Two guys at the booth named Mark and Todd explained the concept — and I was hooked. So I made it a point to stay in touch. But the story was far from over.

Leveling the E-Commerce Playing Field

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Brick-and-mortar stores have an advantage over e-tailers when it comes to keeping customers engaged --it’s much harder for prospects to walk away from a face-to-face interaction than to click away from a website. In-store customers also go to greater lengths to shop there than online browsers, so they’re likely to be more receptive to immediate sales messages. E-commerce is clearly on the rise with growth estimates of 13.9 percent from Nov. 1, 2014 to Dec. 31, 2014 compared with the same period in 2013.

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