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Customer Experience News & Analysis

Manufacturers Stand on the Cusp of a Big Data Boom

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Despite what the hype surrounding big data might lead you to believe, the widespread existence of data is not a new concept, nor has there been some sudden "aha!" moment when decision makers realized that data could be put to use to better their businesses. Data -- and lots of it -- has always existed, and companies have always understood that it has value. There just wasn’t a whole lot they could do about it.

That is, of course, until the development of so-called big data technologies -- a wave of new tools that make it possible to store, integrate and analyze data more efficiently and affordably than ever before. These technologies have transformed data analysis from a cost-cutting mechanism into a primary vehicle through which companies make money and find new revenue streams.

When people talk about the power of big data, they’re really talking about this transformation. And perhaps no industry is a better embodiment of it than manufacturing.

Tealium Closes on $30.7M in New Financing

Tag management provider Tealium closed on $30.7 million in Series D financing. The round was led by Georgian Partners, with participation from Bain Capital Ventures and current investors Battery Ventures, Tenaya Capital and Presidio Ventures.

As part of the financing, Justin LaFayette, managing partner and co-founder of Georgian Partners, will be joining Tealium’s board of directors.

Tealium reported a banner 2014, with organic sales growth of 138 percent year over year and the addition of more than 200 organizations to its customer base.

Fortune Favors the Bold: Vendor Strategies in the IoT Age

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One day in the not too distant future, people will look back and say, “Do you remember when things weren’t connected?” In much the same way that smartphones reshaped not only what we thought possible, but also what we took for granted, the Internet of Things (IoT) will dramatically change what we do, how we do it and what we expect.

How Twitter Could Win the Social Media War

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Twitter's had a pretty busy 2015 so far. Just look at the data-sharing deal with Google and the acquisition of Niche, a content creation platform for the creative community.

However, the social network is still having trouble attracting users, according to some business analysts. Although it beat Wall Street's revenue expectations, it fell short of its expectations for monthly active users by 7 million.

Can Twitter really win the social media war?

We Need a Measure for Customer Effort

What the text of a particular link means to someone will be influenced by the task they are trying to complete. 

Make Your Brand Stand Out in a Crowded, Multichannel World

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For a long time, the big brands had it relatively easy. Advertise, buy shelf space, sell stuff. Then came the Internet.

With the rapid growth of global e-commerce, some of the biggest brands have found themselves challenged. Myriad new competitors offer good value at a lower price. Consumers have the option of switching brands with a click. Travelers can find the lowest airfare with a quick search.

Landor Associates has helps companies re-postition themselves in this new age, including household names like Levi Strauss, Rolex, Hanesbrands, Macy's, P&G and Old Spice.

Fed Cybersecurity Summit: Assessing Risks, Looking for Solutions

Here’s something to think about the next time your team crafts an email marketing message. "About two thirds of cyber attacks start with an email," said Patrick Peterson, founder and CEO of San Mateo, Calif.-based Agari, a security solutions provider.  

Email is the foundation of digital, added Agari CMO Kevin Cochrane. "And the more we go digital, the more we put ourselves at risk. I think people are just realizing. It's a problem that needs fixing — now," Cochrane said.

In a conversation with CMSWire today from the first ever White House Summit on Cybersecurity and Consumer Protection on the Stanford University campus, Peterson and Cochrane said it was time to acknowledge the potential risks of the Digital Age.

While Peterson cautioned that there was no reason to panic about the growing threats of cybercrime, he stressed that it was time to face facts, accept reality and "be mindful" about potential dangers.

"In a digital, connected world full of stronger and stronger adversaries, the risks are extreme," he said. One of the biggest risks, he added, is a collective loss of trust in the digital economy.

How Google Webmaster Tools Improve Your Search Strategy

When a favorite toy is taken away from a child, the child cries. Digital marketers may have imagined their toyless inner child crying when Google revised the keyword data availability in its Google Analytics search reports.  

But since that time Google has worked to make marketers happy again, releasing reporting alternatives in its Webmaster diagnostic tool. Once again marketers can inspect links and search queries relative to a website, and develop an effective search and content marketing strategy. 

Co-Creator of Net Promoter Score Releases New CX Platform

The Redwood Shores, Calif. company that helped create the Net Promoter Score this week released an insights platform designed to improve customer experience programs.

Officials at cloud-based provider Satmetrix boast that the new product, Satmetrix NPX, puts a customer-centric view at the center of its software through the introduction of a "Customer Graph." Officials touted the Graph's single, integrated view of the customer journey that maps customer feedback directly to corresponding data.

The new platform offers a view of the "entire customer journey" by using high-volume, high-frequency customer data sets, according to company officials.

News Bites: Slack, e-Spirit, Website Governance, More

The latest in growing, implementing, semantics, retooling and superstitions from the Golden City, the City of Notions, The Bull City and the Land of Hope and Glory, the Monumental State and friggatriskaidekaphobia … the state of fear.

Relationship Expert Andrea Syrtash on Love, Sex & Personal Branding

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The hearts … the flowers … the throngs of perplexed men at the corner pharmacy, agonizing over a Whitman's sampler or a Hershey's Giant Kiss. It can mean only one thing: that most beloved and most dreaded of all Hallmark holidays, Valentine's Day, is near. 

So who better to turn to for real life advice on love, sex, romance — and marketing and social media strategies — than Andrea Syrtash, a dating and relationship writer, online broadcaster and author.

She is the author of He's Just Not Your Type (And That's a Good Thing) and Cheat On Your Husband (With Your Husband), co-author of It's Okay to Sleep with Him on the First Date: And Every Other Rule of Dating Debunked and editor of two more.

She has shared her advice in more than a dozen relationship books, on numerous popular websites and on hundreds of media outlets including The View, The Today Show, CBS This Morning, The Wendy Williams Show, On-Air With Ryan Seacrest, VH1 and CNN. She's also hosted multiple on-air shows and represented several popular brands, including Skype, Movado and MSN Living.

Let's just say she's an expert on love, romance … and personal branding.

Complete the Digital Marketing Puzzle, One Integration Step at a Time

2015-12-February-Crossword.jpgBeing a marketer today can be a challenging task, particularly because today’s savvy customers have already completed about 80 percent of their purchase research by the time they even contact you. This shortened sales cycle means that if your data isn’t organized across systems to make your customers’ history and preferences easily accessible, lost sales opportunities and lower customer satisfaction will inevitably result.

Jet Targets Amazon After $140 Million Funding Round

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E-commerce start-up Jet.com, the latest project of Marc Lore, who famously sold Diaper.com to Amazon for $545 million, has just announced it has raised another $140 million on top of the $80 million it already raised.

The Wall St. Journal reported that the investment, in the form of debt that is convertible into equity, is expected to value the company at nearly $600 million, according to people familiar with the matter.

That’s pretty impressive. But what is even more impressive is that Jet.com hasn’t even opened its doors to do business. The new site, which is due to start operating publicly in the next few weeks, has Amazon and Amazon’s e-commerce customers firmly in its sights.

The Hyperconnected Future of Web Content Management

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By the end of the decade, there will be 33 billion devices connected to the Internet, or roughly four connected devices for every living person. And a significant portion of devices -- roughly 50 percent -- will come from emerging categories that are now beginning to make up the Internet of Things (IoT). Smart homes, smartphones, smart TVs and wearable devices will soon outnumber more familiar connected devices like PCs.

Ingeniux: Our CMS Platform 'Leapfrogs' ASP.NET Market

The Web Content Management (WCM) world was shaken up last week when Forrester Research came out with its first Wave report on the space in two years.

"Web content management software has become the technology and content delivery backbone of digital experiences," Forrester researchers wrote in their report. 

Forrester reviewed 10 CMS vendors. But what about the rest? We've tracked a few more, including Ingeniux. Fresh off its fall release of Ingeniux CMS 9, the Seattle-based company plans a "major update" to the CMS application user interface this year.

"The Ingeniux platform continues to evolve," said David Hillis, vice president of business development for Ingeniux. "We have major enhancements and updates planed for all of our products. What makes it exciting is the evolution of our industry and customer needs. We feel that Ingeniux is really well positioned on a number of areas."

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