Customer Experience News & Articles

As a recent report documents, the left-for-dead newspaper industry is reinventing itself by developing new revenue streams that build on its local resources and, often, on digital media. Now, a major new effort -- the largest collective commercial effort by newspapers since the founding of the Associated Press -- is launching this week a new digital application and community based on reinventing the advertising circular. 

You know what’s cool about the evolution of the customer experience? That there are now firms that exclusively focus on it and help companies optimize the customer experience. As we know, the customer experience has always been; but it hasn’t always been a multi-channel digital experience. As a result, companies have struggled to keep up with the demand. Enter Tahzoo. 

We’re all online. And we’re spending more and more of our time there. Strategy must change because of online.

A Siri-like intelligent voice agent for business. That’s the idea behind a new cloud-based virtual assistant called Excendia, which startup Speech Mobility says makes business phone systems smarter and safer.

Anyone hoping for big new things from the next Nokia Lumia Windows Phone 8 device will be left wanting, as it looks like a modest upgrade in technology and power.

Plan Your Social Business
We talk about it, businesses strive for it, but we've a long way to go before "social business" becomes just "business". And while we're here, take a minute to consider the "problem" with social according to Symon Garfield.

Is Your Community Successful?
Here are 5 signs your customer community is working, and 3 community adoption issues you might need to work through to achieve success. 

Managing Your Records the Right Way
Most organizations aren't doing records management right. Take a look at one journey through a records management implementation to gain some insights and best practices.

CXMChat Tweet Jam
With our Google Hangout successfully completed (watch the #CXMHangout video replay), we'd like to switch your attention to our upcoming April 24th Tweet Jam. The topic -- Building successful customer communities. Stay tuned for more details.

Most Popular

• Is SharePoint a Failed Vision for Collaboration?
• Forrester's Wave: WCM for Digital Customer Experiences, Adobe, SDL, Sitecore Top the List
• The Good, Bad & Ugly: The Impact of Customer Service [Infographic]
• eXo Upgrades Open Source Social Platform, Focus on Mobile, Collaborative Capabilities
• Social Business is Still Early Days; Major Disruption Headed Our Way

Editor's Picks

• You Can't Do Records Management in SharePoint
• Forrester Report: How to Create Thought Leadership to Help Your Brand
• Introducing the Community Director
• Salesforce Releases Mobile App Development Platform Services
• 5 Signs Your Customer Community Is Working and The Metrics to Prove It

Around the Web

• 4 Exercises To Improve Internal Collaborative Planning
• How to Build an Online 'Cult' of Customers
• What Would You Give up to Get Back?
• Avoid the "All Listen And No Action" VoC Program Trap
• 11 Inspiring Quotes From Sir Richard Branson 

Featured Events (all events | post your event

• Apr 18 -- Forrester's Forum for Marketing Leadership Professionals Los Angeles
• Apr 24 -- CMSWire's April Tweet Jam: Growing and Engaging Communities #CXMChat
• Apr 29 -- Gartner Portals, Content & Collaboration Summit San Diego
• Apr 29 -- Document Strategy Forum
• May 07 -- J. Boye Web & Intranet Conference Philadelphia 2013

Featured Jobs (all jobs | post your job)

• Senior UX Designer in Massachussetts at Bridgeline Digital
• Experience Designer in Seattle at Adobe
• Content Strategist - Developer Content in California at Facebook
• Surface Business Manager in Washington at Microsoft
• Managing Editor, Content in California at LifeLock

 Twitter is a lot of things to a lot of people, but for those who follow it to expand their musical scope and social circle, a new mobile app and service should help focus attention for all those into top and new tunes. 

This week marked the second in our monthlong focus on customer communities. We also saw some critical views of the ever so popular SharePoint -- is it maybe not the end all, be all so many of us thought it was?

Here’s the scenario: a scantily clad woman wearing a string bikini approaches your table while you’re stuffing yourself at an all-you-can-eat brunch and tries to sell you a membership to a gym.

Wrong time, wrong place, and just plain odd, right?

When it was first introduced in late 2010, the Rockmelt social browser seemed like a next step -- instead of connecting with friends on social sites, users could connect with them directly through the browser. Rockmelt was “a browser,” co-founder Eric Vishria said at the time, “that does more than just navigate pages.” But next steps can go in unforeseen directions, and the company announced this week that it will soon "end-of-life" its social browser.  

Gamification and behavior management platform provider Badgeville has appointed Kevin Comee, an experienced cloud and social technology executive, as its new CEO.

Sometimes when you look at Microsoft and its consumer products you really get the sense of a technology giant that has lost its way. But then it goes and releases something like GeoFlow Preview for Excel, and you really get to see what Microsoft is good at. 

Step by step, Google is integrating its many properties into a rolling ecosystem of possibilities. Now, the technology giant is rolling out a beta test to allow a business’ YouTube videos to appear on its Google+ pages, raising a variety of possibilities for marketing, customer engagement and other uses. 

One thing enterprises like in a technology vendor is reliability, and open source CMS provider eZ Systems certainly has that in its new CEO. Not only is Aleksander Farstad the new CEO of eZ Systems, he's also a co-founder.

Commenting platform Disqus today announced a change in price that should make its users smile: the commenting platform is free and it's looking to make you money through content marketing.