Customer Experience News & Articles

Digital marketers who need tools to manage campaigns, data and ad inventory now have the option to shop for a specific algorithm from a DataXu marketplace and use it as a template to run their own processes.

Mobile devices are a main way of getting in touch with companies' contact centers, and Oracle has updated its Service Cloud and released a mobile agent iPad app to address these complex events.

There’s perhaps been no influence more profound in shaping the customer journey than the social web. I say the social web because influence extends beyond social networks to really account for the wealth of information that your buyers use to become educated customers. In the words of one IBM senior marketing manager: “Buyers have gotten really good at answering their own questions.”

Widen's Four Phases of the Customer Decision Journey

Customer journeys are getting a lot of attention these days. That’s largely because, in designing customer experiences, many companies find it’s helpful to understand the customer’s path to purchase and possible brand loyalty, from a customer’s point-of-view (POV). But a company has its own POV, trying to determine the likelihood that someone will become a customer. As digital asset management (DAM) vendor Widen looks at both POVs, CMSWire asked it to provide some insight on its approach.

Can big data help you market your wares better? Feedvisor thinks so. Today, the algorithmic repricing solution launches version 2.0 of its Algo-Pricing software for Amazon Marketplace Sellers. 

There are two competing approaches to marketing analytics, but only one points to the future.

      Optify Connect is getting an update. First introduced last year, the digital marketing platform, which connects new contacts with their anonymous visit history, now comes in a light CRM for small- and mid-sized businesses. 

As smartphones and tablets become the device of choice for many online shoppers there's also a e-commerce movement for retailers to adopt an app-based shopping model. As a result, more businesses should reconsider how they engage and connect mobile customers.

Strategy needs to be coherent, with a strong, central driving force. It needs to be clearly understood throughout the organization. 

The Customer Experience Secret Sauce
We have any number of tools to help us define the customer journey, but the real secret to Customer Experience is conversation.

Social Business Realities
When research shows Facebook and Twitter as the most used enterprise social collaboration tools, you have to wonder if the social enterprise is in danger.

Information Management Strategies
Need to get buy-in for your Enterprise CMS strategy? Check out 8 requirements and 7 guiding principles of an ECM Initiative.

Most Popular

• Gartner: 5 Cool Vendors in Content Management Focus on Mobile, Enterprise Collaboration
• Customer Journeys: What Can Go Awry on the Path to Making Customers Happy
• IBM Report: How Social Business Can Help Organizations Succeed
• The Road to Customer Experience Is Not Thru Net Promoter Score 
• Four Ways to Build Confidence in Your SharePoint Governance Strategy

Editor's Picks

• Google Analytics Debuts Real Time Widgets, Customer Journey Tool
• Sitecore 7 Puts Search as the Information Access Layer, Scaling Limits Gone
• Forrester: Want Marketing Innovation? Change Your Corporate Culture
• Building Your Narrative or Why Post Rationalized Narratives Stink
• Social Media, Big Data and the Customer Experience
   

Around the Web

• Why Social Business Headcount Decreases Before Radically Expanding
  
• Don’t Take The Customer Decision Journey For Granted
• It's Time to Stamp out the Bull
• How to Turn Your Social Profiles into Traffic Generators
• To Understand Where We’re Headed, Read This Essay Written 64 Years Ago

Featured Events (all events | post your event

• May 29 -- (CMSWire Webinar) How Social Business Tools Are Accelerating Sales & Marketing
• May 31 -- The Future of Work Survey
• Jun 12 -- Webinar: Tips from an Online Community Playbook
• Jun 12 -- Webinar: Video is the New Document - Keys to Maximizing the Value of Video in the Enterprise
• Jun 17 -- E2 Conference Boston

Featured Jobs (all jobs | post your job)

• Content Marketing Manager in San Francisco at Limelight Networks
• Lead Generation Specialist in Massachusetts at Snowbound Software
• Technical Marketing Manager in New York at Nuxeo
• Visual Designer in California at Inflection
• Full Stack Engineer in Raleigh at Knowledge Tree

This week we continued our exploration of customer journeys and took a look at making the most of our customer data. Over in social business we talked narrative building, while in information management we went over the ways to build confidence in your SharePoint governance strategy. And remember, Memorial Day weekend means more time to read!

Curating news and social media tidbits with Storify is a handy way to create sharable, engaging Web content, and now the company has partnered with Adobe's Typekit to give that content an added dose of style.

This week, it was Twitter's turn to make news, while LinkedIn served up another update.

E-commerce is something that changes as social trends change; however many businesses are failing to find a good link between social engagement and e-commerce traffic.

With only a couple of weeks until Apple's big developer event, the company has to match Google's feature-heavy Android and app updates from I/O, Microsoft's new media-friendly Xbox One and keep generating hardware magic in what is becoming a highly predictable market.