Customer Experience News & Articles

With a new update for Microsoft's Kinect for Windows and devices like the phenomenal-looking Leap from LeapMotion due soon, do we really need touchscreen PCs? Will future systems skip ahead of phones and tablets with embedded sensors to provide more intuitive interaction and bring back a sense of magic to computing?

Our May Mobile Experience Tweet Jam is coming fast, so let's take some time to prepare by looking at the questions that will be asked and the experts from the field who will be answering them tomorrow.

There is no doubt that tablets are super popular -- everyone from preschoolers to grandparents love their ease of use and portability. But when tablets first appeared in the marketplace, they were not expected to be used almost solely for entertainment.

If Salesforce Chatter isn’t chatty enough for you, then the announcement today that Salesforce will be making Chatter Messenger and Screensharing generally available next month should come as good news.

How can you deliver optimal online customer experiences across channels? What tools and processes must be in place? How do you connect web analytics and customer data? What is big data and what skills do you need to make smart use of it?

CMSWire explored these questions and many more in our May 2 webinar, "Using Analytics and Customer Data to Build Great Customer Experiences."

The event featured Dan Keldsen, partner at Human 1.0 and Kevin Cochrane, VP Product Marketing for Web Experience Management at Adobe. For those of you who could not attend the live event, this redux gives you a summary of who said what and why it’s important -- and includes the full video of the webinar at the end of the article.

While apps exist to sync calendars across multiple devices, the equivalent solutions don't exist to integrate calendars with key enterprise tasks. Calendars are key in many applications, such as CRM and support and ticketing systems. Let's look into some of the technologies that exist and if they could provide the solutions needed.

I think I'll sit down and watch some television now. Let's see… hmm… What am I in the mood for? Am I feeling guilty about watching TV? If so, maybe I should check PBS and see if Nova is on? Maybe I'm a little depressed and I should check out Comedy Central and see if Louis CK is on. But wait a minute… there are comedy shows on other channels and there are educational programs all over the dial as well!

Marketers thought copywriting was complicated when creating content for traditional marketing mediums. Yes, okay it was. I remember my first "copywriting for radio" class and the complexities of getting a user to engage. This course was taught after years of research on radio advertising. Now the internet and the exponential growth of social media along with the onslaught of devices has made producing content even more complicated. And we don’t have years of research.

Windows 8 is a big complicated product, but one that Microsoft hopes will be simple and fun for users to work with. Trying to get that message across has seen several new posts from the company's Windows 8 blog.

While most branding experts have come to agree that social media platforms such as Facebook are necessary customer relationship tools in the 21st century, many of them still have a hard time stating exactly why this is so. Quantifying the value Facebook provides branding efforts is not an easy task, but Polygraph Media is releasing a new application called Polygraph Reports aimed at making determining the hard value of Facebook branding efforts a little easier.

Tremor Video has built a platform that can build video ads that will run on any mobile device, and it's all done from a tool called Mobile Creative Platform. 

As new HP CEO Meg Whitman recovers from her trip to China, where HP introduced 80 products at a two-day conference, rumors of up to 30,000 company layoffs are circulating. HP's commitment to the Chinese market seems clear, whereas its vision for the US remains cloudy, with a chance of unemployment.

It wasn’t that long ago that salespeople feared that sales force automation (SFA) tools would result in the loss of their jobs. It sounds like a reasonable fear -- automation in other areas resulted in fewer people doing the same amount of work.

The word on social influence is starting to sound a lot different than it did a couple of years ago. Not only are people quickly abandoning the concept (most in favor of social advocacy) -- they're hating on it, too. A recently popular example comes from Tom Scott, creator of a tool called Klouchebag. The self-billed "standard of asshatery" basically flips a 180 on Klout's algorithm for a cutting -- albeit entertaining -- insta-douche-o-meter.

For marketers, the new message is clear: digital popularity doesn't matter one (c)lick when it comes to building brand loyalty.

Or does it?

By the end of Friday, after a few stumbles, it seemed like a job well done for all involved with Facebook's public debut. Since then, there's be a steady stream of moaning and complaining; apparently everybody wanted to be an instant billionaire.