Customer Experience News & Articles

How important is good customer experience? According to a new report from Forrester, customer experience (CX) is more powerful in driving customer loyalty than even the perception of value received for a given price. 

Converting people is really hard. It's much easier to allow the already converted to do what they came to your website to do. 

The Value of Customer Journey Maps
Customer journey maps force an organization to look outside of itself and directly at the customer's perspective. Here are 4 key elements of customer journey maps.

The Next Generation Enterprise
As we slowly make the transition to the next generation of super connected organizations, there are 5 choices enterprises will have to make.

Time to Adopt BYOD
The mobile enterprise is upon us and many employees bring their own devices to work. Here are 5 reasons CIOs should adopt a BYOD policy.

Most Popular

• How 5 Web Experience Management Vendors are Dealing with Personalization
• How Will Customer Experience Management Keep Up with Channel Independence? 
• Use Customer Journey Maps to Combat Self-Centeredness 
• SAP: 'Internet of Things' is Future of Information Management, Smart Cities
• What Are the 25 Most Engaged Brands on Twitter? 

Editor's Picks

• 5 Alternatives to WordPress
• Delivering Organization 2.0 with SharePoint 2013
• Designing for Community: Mastering the Art of Narrative
• Four Steps for Making Social a More Useful Part of Your CRM
• Gartner Highlights Up and Coming Digital Marketing Vendors 

Around the Web

• The first web page
• Socialogy: Interview with John Hagel
• The Future of Work is NOT About Replacing SharePoint and Email
• Tuning Your Investment in the Digital Marketing Funnel
• How CIOs Can Keep In Step With CEOs

Featured Events (all events | post your event

• May 07 -- J. Boye Web & Intranet Conference Philadelphia
• May 14 -- 2013 CMS Expo Learning and Business Conference
• May 14 -- Webinar: One-to-One Marketing Made Easy with Big Data
• May 20 -- Optimization Summit Boston
• May 29 -- (CMSWire Webinar) How Social Business Tools Are Accelerating Sales & Marketing

Featured Jobs (all jobs | post your job)

• Director of Design - Connections in California at Yahoo
• Director of WW Support in Washington at Moxie Software
• Senior Manager, Public Relations and Content in San Francisco at Heroku
• Content Marketing Manager, SMB in San Francisco at Twitter
• Director of Product Marketing in Colorado at Gnip

It was a busy week here at CMSWire as we finished up our month long focus on Customer Communities and moved over to look at Customer Journey Mapping. In addition to a great line up of customer experience articles we also took a look at the choices Enterprises have yet to make in the 21st century and examined whether or not bigger data actually means better data.

Let's take a look at a few notable updates this week in web experience management (WEM) from Microsoft and OmniUpdate that look to make it easy to move to the cloud and enhance WYSIWYG capabilities.

Two sessions at the DAMNY conference, currently taking place at the New York Hilton, intersect in their suggestion of a likely future path for digital asset management (DAM).

 As Apple rumbles toward yet another App Store milestone, there's hard cash (well iTunes gift cards) in it for the lucky few who download an app at just the right time. 

How's this for flat design, Apple's latest iOS update improves precisely one feature for one model of iPhone. Flat? Largely redundant more like. 

When is a digital asset management system like a good mixed drink? When it’s optimally integrated with other systems that act as complementary liquids do in a fine cocktail.

In the most recent version of its Digital Publishing Suite, Adobe has added previewing and embedding capabilities as well as updating older features, such as iPhone support and analytics.

It’s hard to find anyone who brags about how many departmental silos they have, but, as noted by the Keynote Panel at the Henry Stewart DAM conference this week at the New York Hilton, plenty of silos still exist in companies managing digital assets. 

Of course you've heard of the coveted Aragon Research Hot Vendors report, and only the most compelling new technologies or those leveraging cloud, mobile, content or video can pass muster. This year, Alfresco, MZinga, Accellion and SpringCM, among others, have been named in the second annual report.

If you need help calculating the ROI of a community, there are tons of resources that can provide processes and best practices, but where can you find ROI in the first place? Where should community evangelists look, and where will ROI be easiest to prove?

Advertisers and marketers who use Facebook will now be able to boost their company’s profile and encourage more fan interaction through a Promoted Likes feature.

Gaining visibility into a customer’s buying journey is nothing new to marketers. In fact, understanding the journey has been a standard practice since the time marketers primarily distributed messages through print ads -- and with good reason.