Customer Experience News & Articles

Mobile Customer Experience
Mobile customer experience is a high priority, but many organizations are struggling. Here are 4 reasons your mobile channel might be off track and what you can do about it.

Social Business Transformation
Well into 2013, a new report shows that organizations are still slow to adopt social business tools. But we believe the social business transformation will happen.

Why Big Data Projects Fail
Big data is a beast and most organizations struggle to get all the pieces into place to gain actionable insights from it. Get some tips on how to succeed in your Big Data project.

Join the Customer Journeys Tweet Jam
Join CMSWire and a great group of experts on May 24th at 10am PT, 1pm ET, 1700 GMT as we discuss the benefits and challenges of customer journey mapping. Get the Tweet Jam details here.

Most Popular

• Report: Moving From Content Management To Experience Management [Infographic]
• Thoughts on the New Cashless Society
• Why Most Big Data Projects Fail + How to Make Yours Succeed
• Forrester Report: Good Customer Experience Trumps Price for Loyalty
• How Social Intranets Cultivate High Performers
   

Editor's Picks

• How EMC Documentum Got Its Groove Back
• Budgeting for Enterprise Search - Time for the Guessing to End
• Four Reasons Why You Should be Thinking About Customer Journeys
• The State of the Mobile Enterprise [Infographic]
• Five Reasons Why DAM is No Photoshop

Around the Web

• Transforming Company Culture through Social Business
  
• Amy's Baking Company Social Media Meltdown: The ABC's of Social Media
• 5 Tips You Don’t Want to Hear About Social Business
• The Dark Side of Community Management
• The Big Hole in Big Data
   

Featured Events (all events | post your event

• May 22 -- Tweet Jam: Understanding & Implementing Customer Journeys #CXMChat
• May 29 -- (CMSWire Webinar) How Social Business Tools Are Accelerating Sales & Marketing
• Jun 04 --  Webinar: Optimize Your Customer Experience Through Responsive Web Design
• Jun 13 -- SDL Innovate San Jose
• Jun 17 -- E2 Conference Boston

Featured Jobs (all jobs | post your job)

• Senior Technology Analyst at International Finance Corporation, Member of The World Bank Group
• Senior Intranet Sales Consultant in UK at Interact Intranet
• Customer Services Marketing Manager in Atlanta at Alfresco
• Software Developer, Business Applications in San Francisco at Engine Yard
• Communications Manager in San Francisco at Zynga
   

This week was certainly a busy one in the customer experience space. We shared thoughts on the inevitable cashless society and talked customer journeys -- why you should be thinking of them and how to handle them in today's complex mobile, digital world. Over in Social Business we discussed the slow advance of social business while in Information Management we talked big data. 

Digital marketing is all about knowing who your customer is, engaging with them and turning this interaction into revenue for your company. But responding to social media posts isn't the only way to identify who these people are, as can be seen through a couple of this week's digital marketing releases.

Leading marketing automation vendor Marketo floated its initial public offering this week and raised nearly US $80 million as its shares were traded on the NASDAQ exchange.

Yahoo is bidding for Tumblr in an attempt to boost its social media credentials, but Facebook and other parties may be interested in spoiling the party. 

This week Google dominated the social media news with updates released for Google Plus and Google Hangouts. Believe it or not, however, for those of us not at Google I/O developers conference, there was other social media news this week. Here are a few stories you may have missed. 

What do mobile consumers want? The not-so-basic answer to that basic question is the subject of a new report from digital marketing/ecommerce publisher/event producer Econsultancy. 

53% of IT and marketing directors and executives expect data, apps and technology enabled processes to impact enterprise results in a moderate way in the next 12 months.

We've witnessed the remarkable growth of technology since the beginning of the dot com era, and the digital divide we've heard mostly about has to do with those who have access to that technology and those who don't. The digital divide is as much of a social problem as it is an economic problem, but there's also a growing divide in business between the companies who best take advantage of data and those who don't, an Apigee Institute survey has found.

The key to marketing through Facebook is simple: engagement and interaction. But how these two tasks are accomplished isn’t done through simply posting a product photo. It’s a tactical process that requires a company to become less of a corporate identity and more of a business of the people. One such brand that has done this successfully is Coca-Cola.

Here’s a typical scenario: You’ve created a Facebook Page for your business, reached out to all your networks, asking them to Like your Page -- and maybe even gained a few thousand fans -- but now there’s a lull in new Likes.

Despite in-stream video advertisements becoming more popular than mobile, rich media and banner ads, marketers should also take note of what content, categories and websites generate the highest ROI for these ads, according to a new report from PointRoll.

Companies turn to Customer Journeys in the hopes of driving customer engagement and fine tuning marketing campaigns. So, what tools and processes do organizations use to map their customer journey and what are the pros and cons of this approach? Join us to discuss these issues during this month's Tweet Jam.

Voice search in Google's Chrome browser now features hands free search by saying the phrase, "Okay, Google."

Once a year, Google throws its I/O developers conference, and day one in 2013 featured plenty of updates about the company's most popular search, mobile and cloud products including a hands free voice search feature for laptops and desktops.

It’s that time of the year, when the entire Googleverse points toward the Google I/O developers conference now taking place in San Francisco and attempts to digest the outpouring of Googleness treats. This year is no exception, with the announcement stream including new features and services for Gmail, Maps, Google+ and more.

Digital Asset Management software has been around for more than two decades. In fact, Photoshop 1.0 was released only a few years before the first commercial DAM software became available. Since those days, Photoshop has become so popular that the product name is now used as a verb by people who have never even used the program. By contrast, DAM remains something we must explain over and over.