Customer Experience News & Articles

 Looking to get more out of your social media engagement? As more and more companies embrace social media, many are seeking better ways to access more in-depth analytics. Today, Vitrue, known for its social relationship management (SRM) platform, has released major analytics enhancements designed to give marketers better insights on engagement, global perspectives of fan demographics and metrics, time navigation abilities and visibility across the web.

Dassault Systèmes has acquired Netvibes, one of the earliest tools that allowed brands to create unified social dashboards to track their social media identity. Netvibes is well known in enterprise circles, but does the purchase make sense for the French software giant primarily known for its 3D computer aided design and project lifecycle management software?

Once there were radios, then came television, and now, with computers quickly becoming America’s primary source of entertainment, advertisers are being forced to take notice. The latest trends in online advertising reflect this changing vantage point, as a new analysis from eMarketer shows video will be the fastest growing digital ad format over the coming years, slowly but surely gaining momentum against search and banner ads. The oracle has spoken. 

In the decade since its quiet emergence onto the scene, Drupal has become an industry standard in the web content management and web publishing field, one with an almost cult-like following among developers.

Contrary to popular belief, the revolution will be digitized, and all those interested in the transformation must innovate or die. Print magazines held out for awhile, but now, with remarkable design systems in place and developing, such as the recent partnership between WoodWing Enterprise and Adobe Digital Publishing Suite, publications can keep their look and feel, without all the paper cuts. Recently, the joint venture announced the release of two new upgrades, which bring a host of additional features and multimedia functions to their innovative program. Even those aggravating inserts now have a way of being recreated virtually.

With fancy 21st-century parlance like interactive self-service assets and natural user interface (NUI), Microsoft is doubling down, betting the voice (both human and computer-generated) plus cloud-scale data analytics, hosting a "predictive experience" generator will be the basis of next generation customer service, accessible from any telephone. Microsoft announced it will "join forces" (take an equity stake) in 24/7 Inc. an automated communications company based in Campbell, Calif.

CMOs and Marketing VPs are primarily focused on 3 goals:

• Connecting to new customers
• Building customer loyalty
• Clearly demonstrating the value of marketing

These goals are not new -- the tactics used to achieve them are.

In a letter to the Yahoo board, Chairman Roy Bostock announces that he won't be seeking re-election at the next shareholder's meeting. Is Bostock stepping down? Or is it more like jumping ship?

The most prominent advice about mobile content is to be concise. The content for web should be short, but the mobile content should be even shorter. While this is certainly true, some take this "shortening" to another level.

Being concise doesn't mean that the content shouldn't make sense and actually become useless.

Contrary to popular belief, customer experience isn’t a destination, but rather a journey. While every company must follow its own path to meet the specific needs of their customers, there are common stages that it will travel through on their way to success.

"The reports of my death are greatly exaggerated," says Internet Explorer, as Microsoft's default Windows web browser regains some of the market share previously lost to its major competitors Mozilla Firefox and Google Chrome.

First it was Apple iAds, then Promoted Tweets. Soon, it will be Facebook mobile ads. Whether this was part of the plan all along or due to a sudden need to monetize its growing mobile base in light of its recent IPO, Facebook ads are rumored to start showing sometime next month. Like anything Facebook does, speculation about what mobile ads means for users, stakeholders and prospective investors abound.

Super Bowl 2012 was met with a giant ‘eh,’ (unless of course, you were a Giant). The game, while a close match-up, was decidedly lackluster; the commercials were mildly entertaining; and integrated marketing was often without effective execution. A report released yesterday by Altimer Group charted advertising trends from kickoff to finish, noting the traditional website emerged as the most prominent plug, yet nearly a third of ads linked to no site whatsoever and only a sixth promoted social media. Considering most of us turned to our iPads fifteen minutes into the first quarter, it seems like an opportunity was undeniably missed. So what were the results? 

Google has received significant public reprimand for their "a little more Google for everyone" Google+ powered Search Plus Your World. Twitter was outraged. Facebook was disappointed. Microsoft was...wait, why isn’t Microsoft saying anything?

Only a few days after killing off ten mobile apps, Yahoo unveiled an Apps search tab.