Customer Experience News & Articles

Several years ago, I was evaluating Content Management Systems for a local tech company. As you surely already know, the Web CMS market is highly fragmented. There are literally hundreds of options available.

After a couple of weeks of research, it became apparent to me that no two Web CMSs are the same. 

Social influence moderator, Traackr and Nimble, a customer relationship management platform, have announced a partnership that that will enable companies to better track and engage with influencers in end-to-end marketing campaigns.

Windows and Windows Phone 8 customers are hearing some details about Microsoft's plan for updating each system in the coming months, and it starts with a public preview of Windows Blue by the end of June.

Our industry event planner gives you the heads-up on what key industry events are coming around the corner. If we've missed something, don’t hesitate to add your event to the list. (You can view the full calendar here.)

Wondering why you should be thinking about customer journeys? I've got four reasons.

Can gamification improve customer engagement? Yes, says a new report from Forrester Research -- but some companies misunderstand the concept and misuse the techniques. 

To deliver effective customer experience in this multi-channel, data-capturing world, the top two technologies are analytics tools and web content management. Those are among the findings in a new report from Forrester on customer experience technology.

Keeping track of important Facebook updates can be a tedious process, especially if a person has a lot of contacts, but Bing aims to make this easier by integrating Facebook into its social sidebar tool.

Content delivery vendor Limelight hosts video, provides content management, delivery, performance and cloud storage with Orchestrate 2.0.

Providing multiple format content to various devices in real time is a feature many technology providers are striving for in a mobile world, and Limelight Orchestrate 2.0 has been released for doing just that.

Digital marketing service provider Silverpop, which boasts a complete marketing platform with email, social, mobile and marketing automation tools has announced a new app for its collection: Email Insights. This app is designed to help marketers create better emails and email campaigns with a previewing feature that shows how the message will look on different devices and email channels.

Launch a Gchat session right from an Outlook.com email message with the Google contacts integration.

Google's instant messaging service has been integrated into the Microsoft universe, at least when it comes to the Web based Outlook.com and the cloud based SkyDrive storage app.

Why do some companies continue to grow at unparalleled rates while other companies seemingly fight year after year just to maintain their revenue rate?

Customer experience management (CXM) in large companies has come a long ways, but there’s still a long road ahead. That’s essentially the takeaway from a new report by the Temkin Group. 

The customer journey is never as neat as we'd like it to be.

 With its premium Z10 and Q10 models now out on the shelves, BlackBerry has to go the Nokia route and widen its portfolio to broaden appeal and affordability around the world. The company took a first step down that road today at its BlackBerry Live event.