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Customer Experience News & Analysis

Forrester Names Best in Cross-Channel Campaign Management

digital marketing, Forrester Tabs Its Best for Cross-Channel Campaign Management

Forrester Research has tabbed its software leaders for cross-channel campaigns, and it isn't a spot match of rival Gartner's.

Adobe, Infor, RedPoint Global and SAS Institute lead the pack for Forrester in its Wave for Cross-Channel Campaign Management for the third quarter, and IBM, Teradata and SAP are "strong performers."

Forrester also reported that Pitney Bowes and SDL "contend on certain capabilities but lag overall."

In its own multi-channel industry report -- its Magic Quadrant in May -- Gartner picked Adobe, IBM, SAS, Teradata and Oracle as leaders in the research firm's latest multichannel campaign management (MCCM) analysis. 

Gartner also named SAP a challenger and rated Salesforce, Marketo and Sitecore as visionaries. For niche players, Gartner selected Experian, SDL, Infor, RedPoint Global, Selligent, Pitney Bowes and Zeta Interactive.

As companies "struggle to consistently communicate with their customers across channels," according to Forrester in its recent Wave, "they need improved abilities to connect inbound and outbound campaigns and make decisions in one channel based on intelligence in another."

Malware Could Target Millions of Salesforce Users

CRM giant Salesforce has warned its users they could be targeted by a malware attack that usually hits customers of large, well-known financial institutions. 

Salesforce released a statement Sept. 3 that one of its security partners concluded that the Dyre malware (also known as Dyreza) "may now also target some Salesforce users."

"We currently have no evidence that any of our customers have been impacted by this, and we are continuing our investigation," according to the Salesforce statement. "If we determine that a customer has been impacted by this malware, we will reach out to them with next steps and further guidance."

Reached by CMSWire today, a Salesforce representative issued a statement, saying, "At salesforce.com, trust is our #1 value and we take the protection of our customers' data very seriously. Please visit trust.salesforce.com for information."

Bring Your Brand to Life with Interactive Storybuilding

2014-08-September-Play.jpgFrom desktop, to mobile, to tablet, to TV, to even over-the-top platforms, consumers are forcing advertisers to scramble in order to keep their media strategy on par with their behavior -- and tell a better story. Because whether it’s a book, a movie or a marketing campaign, great storytelling will always resonate with audiences. However, today’s consumers don’t want to just hear a story, they want to interact with it.

TIBCO Banks on Personalization in Digital Marketing Dive

TIBCO is keeping its "Switzerland of technology" theme going with its latest product release -- this time in the digital marketing arena.

The Palo Alto, Calif.-based provider released today TIBCO Engage, a Software-as-a-Service (SaaS) marketing application that officials say is the market's first true real-time, personalized marketing experience across any channel.

And in the spirit of the "buy versus build marketing cloud debate," TIBCO said this is not an inflexible lock-you-in cloud platform.

"We're not saying throw away your e-commerce systems or your point of sale or even your CRM," Leandro Perez, director of product marketing at TIBCO, told CMSWire. "We're going to come in and connect to those systems. We're not locking people in. We're adding some key functionality they don't have but also leveraging the technology they already have. We're agnostic."

What Apple is Cooking Up: iPhone 6 and iWatch Rumors

Only Apple could get away with it.

Thirty years after Steve Jobs unveiled the first Macintosh at the Flint Center for the Performing Arts in Cupertino, Calif., Apple is back home. Tomorrow it's expected to launch the iPhone 6, and possibly even unveil its latest entry into the Internet of Things, a wearable computer called the iWatch. 

As usual, the invitation to the two-hour media event that starts at 10 am PDT (1 pm EDT) tomorrow sheds little light on what will happen. But speculation about the iWatch was fueled by the fact that Apple extended invitations to top fashion editors and bloggers.

The invitation simply states, “Wish we could say more."

US Impulse Buyers Beware: Twitter Launches 'Buy' Button

Last year, Twitter revealed that followers exposed to promoted tweets buy more in stores. Now it's capitalizing on our insatiable desires for stuff with the introduction of a "buy" button.

In a blog post today, Twitter Group Product Manager Tarun Jain confirmed speculation that has been circulating since July when users started to report “Buy now” buttons in occasional tweets. Jain noted that Twitter is testing "a new way for you to discover and buy products," adding, "For a small percentage of US users (that will grow over time), some Tweets from our test partners will feature a 'Buy' button, letting you buy directly from the Tweet."

Using the Core Model and Top Tasks to Design Better Web Navigation

The essence of the Core Model design process is that you focus primarily on the top tasks of your customers. You make sure they can solve their problem, complete their task. You design inside-out, from the task outwards.

Millennials are - Really! - Growing Up: Is Your Marketing Ready?

2014-8-september-adult-woman-in-a-sandbox.jpg

Everyone has to grow up eventually, even members of the generation pejoratively known for living in their parents’ basements.

Millennials may have enjoyed an extended childhood compared to past generations, but key indicators show they are behaving more like adults these days, said Bryan Melmed, vice president of Insights Services for advertising intelligence provider Exponential Interactive.

The problem is many marketers are still treating them like they’re digging in the sandbox.

Week in Review: More Web Analytics Kings + Hadoop's Big Data Journey

Sprinklr Gets Even Bigger
Once, twice, three times a social media management acquisition.

Web Analytics Leaders
In web analytics vendor rankings, more choices emerge.

Check Out Box Workflow
When Box CEO Aaron Levie introduced Box Workflow, it’s worth taking notice.

Microsoft Office Gets Boost
Microsoft announced an aggressive expansion of its Office store. 

Large File Share Cleanup
CIO be wary: this is not a four-month project

Hadoop's Big Data Roadmap 
Are Hortonworks and Hive community paving Hadoop's future

 

Buyers Guide: Selecting a CMS that Supports Your Business
Key insights and current trends to guide you through the buying process.
Download the Guide Now

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Personalization in the Age of the Marketing Cloud

2014-05-September-You.jpgDigital marketers are under pressure to deliver personalized experiences, but what does personalization really mean?

True personalization is about delivering a completely contextually relevant experience at the 1:1 level. By collecting consumer information across all channels, digital marketers can create a holistic profile for each consumer, enabling the marketer to deliver that optimal and personalized experience.

Whether you’re just starting out, or you need a refresher course, here’s a breakdown of a few common techniques that marketers use to deliver personalization.

Deliver Your Brand's Promise with Content Marketing

2014-05-September-Delivery.jpgWhat do your customers think about your brand? How is your brand different to them than your competitors? What is the first thing they think of when they hear your brand's name? Or do they not even recognize it?

What's New in September for Open Source CMS

2014-5-September-Benny-Goodman-1970.jpgThere are plenty of free and open source content management systems (CMS). But no platform is as big or as common as WordPress. WordPress powers more than 12.7 million websites — an astounding 47.38 percent of the World Wide Web, according to BuiltWith, which monitors such things.

And just yesterday, WordPress released Version 4.0, named “Benny” in honor of jazz clarinetist and bandleader Benny Goodman.

"While 4.0 is just another number for us after 3.9 and before 4.1, we feel we’ve put a little extra polish into it. This release brings you a smoother writing and management experience we think you’ll enjoy," the team at Wordpress stated. It also introduces a redesigned look for its plugin and media library pages.

What's new?

  • A new Details Preview allows users to view their uploads in an "aesthetically pleasing, endless grid"
  • Easier video embedding
  • An editor that expands to fit content as users write, while keeping your formatting tools available
  • Improved plugin resources and search capabilities.

Sitecore Pulls It Together for Vegas Debut #SYMNA

Thumbnail image for 2014-27-August-Elvis.jpgOften overshadowed by other marketing clouds, Sitecore will enjoy its day in the Las Vegas sun next week when it unveils a major update to its customer experience management platform.

Though it's not official, the Copenhagen-based company is likely to unveil version 8 at the Sitecore Symposium, which runs Monday through Wednesday.

The show's centerpiece is the just completed integration of CommerceServer.net into the Sitecore platform. Sitecore, which bought the e-commerce engine last November, reports that the result is a platform that provides an analytics-driven, real time, personalized experience to customers across all channels. 

News Bites: Big Birds, Big Fish, Dinosaurs and Baseball

The latest in marketing, recovering, acquiring and mapping from Yankeeland, the Bull City, the Bubble and the other Second City.

How We Topped YouTube Search Results

2014-04-September-Cat-Balloon-Guess-What-Happens-Next.jpgYouTube processes more than 4 billion searches a month, making it the second largest search engine of today. While you might think of YouTube as a platform for entertaining cat videos, the fact that YouTube videos often make it into Google's natural search results pages makes them an increasingly important part of your marketing strategy. If your videos aim to educate your market about new services or features and provide guidance about how to use them, this channel becomes essential.

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