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Customer Experience News & Analysis

What's Behind Microsoft's MSN Portal Revamp?

2014-9-9 msn redesigned portal.jpgTwo decades after it launched MSN, Microsoft is applying its "mobile-first, cloud-first" direction to the MSN portal, which it claims has over 425 million users daily. The enhanced personalization capabilities will provide advertisers with a single place to buy space that can be synched across devices and audiences.

User Feedback: The Fuel Of The Experience Engine

2014-09-September-Suggestions.jpgUser feedback helps companies deliver the best products and services possible. Identifying needs, incorporating ideas and listening to customers questions are all ways to help solve problems and ensure development efforts remain focused on what really matters. By creating a conversational relationship, a company is able to better understand what it’s customers truly value.

Why Dell Just Unveiled the Dell Business Phone

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It’s not April and this isn’t a joke. Dell introduced the Dell Business Phone just minutes ago.

It’s interesting news to begin with, but the fact that it comes on the same day that VMWare’s AirWatch makes its Enterprise Mobility Management (EMM) and Enterprise File Sync and Share (EFSS) announcements, at its annual user conference, makes it even more so.

Never mind the fact that Apple is expected to be unveiling its new iPhones later today. We doubt that those will have an immediate enterprise twist, especially because the IBM + Apple news around mobility in the enterprise was made last July.

Is Dell’s timing a coincidence? We think so. It’s hard to imagine why it would want to risk its vitally important news to get lost in the crowd. So what card is it playing?

A Bigger iPhone Will Just Make My Butt Look Big

2014-09-September-Gordon-Gekko-mobile-phone.jpgEveryone's excited about the prospect of an iPhone with a bigger screen. Except, apparently, me.

Why do I want a bigger phone when the pockets in my jeans are still the same size? 

At the risk of sounding trite and lame and, yes, sophomoric, size isn’t everything.

Maybe I'm too eagerly betraying my age, but I can remember the first mobile phone to ever appear in a Hollywood movie: “The Brick” held by Gordon Gekko, the character played by Michael Douglas in 1987′s Wall Street.

And like everyone else who thought the idea of getting a phone call someplace other than a home, an office — or, if you were really cool, a restaurant — was an unrivaled step forward for mankind, I was impressed. 

Then something even more amazing happened. Mobile phones got smaller and smaller, small enough, in fact, to clutch discreetly under a table when you were waiting for that oh-so-important call in an inappropriate place.

So why are we so excited that phone screens are getting big again? 

There's no difference in call quality … Ah, that's it. I still use my mobile phone to call people. Silly me.

Use Purpose-Driven Content to Create Buyer Experiences

2014-09-September-Buy-Now.jpgIt’s no secret that the information pools that buyers can tap are overflowing. It’s time, however, that we start looking at the customer buying process with a different perspective and begin focusing on purpose-driven content that creates distinguishing experiences for audiences.

Coveo Offers Free Search for Sitecore Customers #SYMNA

Sitecore clients got more than a bag full of tchotchkes at the company's conference in Las Vegas today as Coveo announced a free version of its enterprise search engine for Sitecore's 4,000 customers.

Officials of the Quebec City, Quebec-based Coveo said the free Sitecore edition will let companies "quickly configure and manage search experiences" on their websites. 

"Search is one of the most powerful drivers of visitor engagement and online conversions,” said JP Provencal, Coveo's senior vice president for alliances. The product will be available to customers by mid-October.

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?

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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.
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