Customer Experience News & Articles

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. 

There seems to be no end in sight to Twitter’s shopping frenzy. The latest buy, announced this week, is Lucky Sort, an Oregon-based start-up that initially aimed to provide a tool that makes huge documents easier to analyze and visualize and is now the creator of TopicWatch, a visualization engine for big data sets that can find patterns in live data streams.

Finnish mobile maker Nokia is holding its London launch event and has promised a summer of major launches. First up is the Nokia Lumia 925, an aluminum-cased design, plus the arrival of Hipstamatic on Windows Phone. 

With the unveiling of the next Android OS 'Key Lime Pie' a possibility at its Google I/O event, starting tomorrow, it seems the existing flavors are doing pretty well. Analyst figures from Gartner show almost 75% of smartphones now run the OS, powered by growth in Asia.

To make life easier for Google users, the company is now unifying its storage for the likes of Gmail, Drive and so on. But will that big 15GB slice of cloud be used for anything fun at the company's IO event?

 Why shouldn’t users who frequently leave comments be able to share their profiles between sites? Discussion platform provider Disqus believes they should be able to, and is releasing a new feature called AudienceSync for that purpose.

Site visitors could always do with a little more content, right? But even if your site has lots of great articles, getting links to the right kind of stories can be problematic. So, Google will now feed appropriate content using recommendations from its social media service for mobile users.

A lot has been written about having a customer-centric approach, or placing the customer at the heart of your business rather than your product. However, unless you’re a strategist or marketing evangelist it can all start sounding like the "what came first, chicken or the egg?" brain teaser. The truth is it doesn’t have to be that complicated … 

New research published by Adobe and Econsultancy in the Quarterly Digital Intelligence Briefing shows that most enterprises now believe that web content management systems need to go beyond the traditional task of managing information. Instead, most believe that their Web CMS should be also be offering customer experience management.

Google has announced a new YouTube Analytics API which is designed to give more insight into viewer trends through “patterned data.”

To say that living without cash has been the stuff of legend would be an exaggeration … but only a slight one. And the reality may come sooner than we think.

From the VEI report on online events

If you’re attending online events more often, welcome to the club. A new survey finds that about two-thirds of online event producers say their attendance has increased, while only about 10 percent report lower online attendance.

Winning is at the heart of strategy. Strategy has its roots in military thinking and the art of war is the art of winning.