Customer Experience News & Articles

 We’re live from Gartner: Portals, Content and Collaboration Summit 2012 in Orlando, Florida this week and we’re very eager to roll up our sleeves and get down to details about how to develop, integrate and measure employee intranets, customer portals and oodles of multi-channel content. With four definitive tracks focusing on Portal & User Experience, Content & Information Management, Social & Collaboration, and Mobility & Context, there’s lots to learn and we’ll do our best to cover a little of it all.

There might be no better way to illustrate how important social media is to marketing than the attention that’s been paid to Facebook Pages’ transition to the Timeline format. For better or worse, it’s hard to hear this talked about by professional communicators without getting the sense that the world is being turned upside-down.

Business environments are getting more social and more collaborative. What does that mean?

It means we look for patterns, not measure metrics to determine success; it means the end of the sales funnel; it means...well lots of things. Check out Deb Lavoy's latest, If Social Business is the Answer, What is the Question? ...and you'll get the picture.

Customer Experience Management (CXM) is about the employee experience too. If this resonates, have a read of Intranet Management: Shaping the Internal Customer Experience and Engaged, Informed Employees Get the Job Done to give you ideas.

It's the weekend (hurray!) and you are probably headed out the door to pre-order your new 3.1 million pixel retina display iPad 3 -- good luck fighting the crowds!

Most Popular

• Forrester: Customer Experience Management and 13 Emerging CRM Trends
• If Social Business is the Answer, What is the Question? 3 Driving Forces
• Don't Buy Into the SaaS Web CMS Hype: Here's Why You Really Want It
• The Hub of Enterprise 2.0: The Social Intranet
• iPad 3 Launch Day Arrives, Keep Up With the Latest News

Editor's Picks

• Engaged, Informed Employees Get the Job Done
• The 7 Most Important SharePoint Online Success Factors #o365redmond
• Social Business in 2012: Like Having a Party and No One Shows Up
• Microsoft SQL Server 2012 Promises Big Data, Business Intelligence Solutions
• Intranet Management: Shaping the Internal Customer Experience

Around the Web

• The Problem with Blending Organic Results with Social Information
• Turns Out The Way Your Team Is Brainstorming Is Probably All Wrong
• 3 Social Marketing Communication Methods: When & How to Use Them
• 9 Questions to Ask About Social Media Sentiment
• Is addiction the dark side of digital working?

Featured Events (all events | post your event)

• Mar 14, 2012 – Get Social with Microsoft & Telligent in Irvine
• Mar 20, 2012 -- Adobe Digital Marketing Summit in Salt Lake City
• Mar 20, 2012 -- AIIM Conference San Francisco
• Mar 21, 2012 – (Webinar) 6 Pitfalls to Avoid with Your CMS Project
• Mar 29, 2012 – (Webinar) Introducing Enterprise Drupal Gardens - Open SaaS

Featured Jobs (all jobs | post your job)

• Media Analyst in Chicago at Networked Insights
• Mobile Devices Project Manager in Sydney at Apple
• Enterprise Sales Executive in Israel at ClickTale
• Multimedia Designer in California at Facebook
• Silicon Valley Enterprise Tech/Business Journalist at CMSWire.com

The decision to move to the cloud has traditionally been about operational efficiency, but according to IBM's research, we'll soon start to see organizations take advantage of the cloud for business initiatives and that kind of stuff is a whole lot more fun.

It's called Jive Social Customer Service Solution, and its Jive's official entrance into the customer service market. Is it enough?

Cloud based web content management (WCM) solution provider PaperThin Inc. has announced its latest release. The release, which is one of four planned for 2012, is heavily focused on providing new tools for marketers.

Businesses are increasingly using social media for promotion and engagement. However, there is only so much you can do with a social network's basic feature set. Facebook offers tagging in photo albums, but this is limited by default to persons and pages. Companies that want to promote products or services through photos will need more flexibility than just being able to tag friends. An application called Tangelo Tags solves this problem by letting users add any information to photo tags.

Skype 5.6 for Mac includes automatic updates, an improved user interface, full-screen mode in OS X Lion, the ability to delete conversations and an awesome beta feature that connects Skype users to their Facebook accounts.

It starts with inspiration. It starts with an idea of something new. Something that people -- users and executives alike -- will love.

If you've been putting off your WebTrends deployment because it's too much work, good news for you. Now, you can deploy it using a single line of code -- thanks to a partnership with tag management solution provider Tealium.

As the US economy starts to rebound, service companies, such as those focused on retail, manufacturing and information technology expanded in February at the fastest pace in a year. Such growth was helped by an increased demand for new orders and growth in hiring. When we think of service, we think of customer experience. By most accounts, they should go hand in hand, but as we know from the time we’ve spent on poorly designed restaurant websites or trying to contact a support administrator about the new software we’ve downloaded, it isn’t always the case. 

This is the sixth in my series exploring the new Google Analytics Platform components in detail. For this article, I'm going to spend some time going through the new Site Speed report that Google has added to the new platform. This report is a great way of checking in to see what pages on your website are not loading quickly. 

Next week we’ll be at Gartner’s Portals, Content and Collaboration Summit in Orlando, Florida. Lest you think that this just an excuse to catch some rays, you can be reassured that we’ll be under the fluorescent lighting, gleefully attending session after session tackling topics such as the social workplace or debating the merits of BYOD or evaluating social media policies.

Happy Telework Week! How will you be spending your time? Working remotely from home or on the road, taking Skype calls in your bunny slippers? The week, brought to you by Telework Exchange and Cisco for the second time, aims to encourage Federal, state, and local agencies, private sector organizations and individuals to pledge to telework.

This week it's been all about strategy. Whether we are talking about content strategy, tips for deploying social technologies or how to support the marketing team, there's always something to be doing better.

In other news, Pew research has shown that people are taking privacy more seriously, restricting access to personal information. We spend loads of time online, constantly sharing information about ourselves, on purpose and unknowingly, forever feeding the big data pot.

Has the big brother, big data backlash begun?

Most Popular

• Customer Experience Management: The Key to Web Strategy in 2012
• What Matters in Social Business?
• Forrester: Where SharePoint Lacks as Enterprise CMS, Supplement and Integrate
• Knowledge Management & Social Business: The New World of Work
• No Sign of Autonomy In Poor HP Q1 Figures; Whitman Outlines Future

Editor's Picks

• iPad 3 Launch Confirmed: Time to Battle Microsoft in the Enterprise?
• Top 3 Considerations for Deploying Social Technology in the Enterprise
• Beneath the Buzz: A Big Data - Data Scientist Primer
• Alert: What's Coming for Open Source CMS in March 2012
• Marketers Want Simplicity in a Complex Online World

Around the Web

• The Dawn of Social Mediocrity
• Web Sites Are Dead. Long Live CMS Sites
• Social Media and the CIO: Be the Gas Pedal, Not the Brake
• Is Automation Killing the "Social" in Social Media?
• The Mindset Shift: Providing Information -vs- Stimulating Discussion

Featured Events (all events | post your event)

• Mar 06, 2012 -- Get Social with Microsoft & Telligent in Dallas
• Mar 09, 2012 -- SXSW Interactive Austin
• Mar 12, 2012 -- Gartner Portals, Content and Collaboration Summit Orlando
• Mar 20, 2012 -- Adobe Digital Marketing Summit in Salt Lake City
• Mar 20, 2012 -- AIIM Conference San Francisco

Featured Jobs (all jobs | post your job)

• Senior Vice President of Engineering in Denver at Quark
• Content Manager in Los Angeles at Belkin
• Senior Analyst -- Web Analytics in Boston at Zmags
• Multimedia Designer in California at Facebook
• SharePoint Developer/Architect in Seattle at Blue Rooster