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Customer Experience News & Analysis

Sitecore Symposium Briefs: Customer Metrics Lacking #SYMNA

While most of the headlines at the Sitecore Symposium focused on features in version 8, that wasn't the only news. Here are some other noteworthy items:

Apple Gives 'Em What They Want: Phones, a Watch and U2, Too

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Bringing to light several predictions about Apple’s new product announcements, Apple’s big press event yesterday, streamed live from Cupertino, Calif., did not disappoint.

Despite setbacks with streaming at the start of the event — complete with Chinese voiceover and several outages — viewers were finally able to hear and see live demonstrations of Apple’s newest products, notably two new iPhone models and a first of its kind Apple Watch. 

Net Neutrality: You Never Know What You Have 'til It's Gone

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You may not like everything you find on the Internet. But ask yourself this: would you really want to lose it?

That's the question you should be pondering today, Net Neutrality Wednesday. CMSWire is joining hundreds of websites, from Etsy, reddit, Netflix and WordPress to adult platforms like Pornhub and Redtube, in an online protest today to urge regulators to ban fast lanes on the Internet.

You probably noticed a spinning-wheel icon on the site when you showed up today. It's there to convey our belief that the Internet could very well function more slowly if regulators adopt a two-tiered system for Internet access.

Or more importantly, it reflects our belief that there's already enough that's "two-tiered" about our society, and we have absolutely no need for any more of this nonsense. Let's keep things simpler, better and flatter than that.

Net neutrality has been one of the original and enshrining tenets of the Internet: All content is created equal — and Internet service providers (ISPs) should treat all data that travels over their networks the same. But the fate of Net Neutrality in the US is jeopardized by proposed regulatory actions.

It's About Time: The Apple Watch is Here

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Everyone has been wondering when Apple would unveil its smartwatch. Rumors about its entry into this niche of the wearable tech space have been swirling since the Sony SmartWatch hit the market in 2012, and they intensified after Samsung introduced the Galaxy Gear last year. 

Now the wait is over.  Exactly a year after CMSWire reported how disappointed many Apple aficionados were when the tech giant failed to introduce an iWatch at its big press event, Apple made the big reveal.

At the end of today's press event, after he showed off the two bigger and ostensibly better iPhone 6 models, CEO Tim Cook said he had “one more thing.”

Yes, the very simply named Apple Watch

View of the Apple iPhone 6 Launch - from a 9-Year-Old

customer experience, Viewpoint of the Apple iPhone 6 Launch - from a 9-Year-Old

PEABODY, Mass. -- So here we are, fresh off some conversations with Apple workers and customers at the consumer technology giant's brick-and-mortar store inside the Northshore Mall in suburban Boston.

It's the day of the big iPhone 6 launch, and we've got news to report. Stories to tell.

So what do we have?

"You got nothing," said my afternoon-reporting companion for the day, Matthew, my 9-year-old fourth-grader lucky enough to have a half-day today. 

Apparently, he's Bob Woodward.

"What are you going to write about?" he asked rhetorically, after listening to interviews I had with iPhone 4 users. "Oooh, I have an iPhone 4. Woo. Woo."

Sitecore Takes on the Competition with Version 8 #SYMNA

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With about 1,000 digital marketing vendors competing in an arms race, Sitecore's CEO made it clear today that he intends to be among the superpowers.

Michael Seifert complained at the start of the Sitecore Symposium that the current chaos among vendors isn't serving marketers.

"Frankly, I think it's getting absurd," he told the throng of customers who've come to Las Vegas for the show. "Marketing technology is starting to fail the marketer ... Each digital marketing tool is limited to the channel on which it operates."

A Look at the Top of Gartner's Mobile App Development World

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Customers want mobile apps. And providers are answering.

Gartner has chosen the providers it feels are best at enabling IT developers to create mobile applications for customers, partners and employees. It announced them in its Magic Quadrant for Mobile Application Development Platforms released this month.

It tabbed SAP, IBM, Kony, Adobe, Appcelerator and Pegasystems as the leaders in the space, followed by "challengers" Salesforce and MicroStrategy.

The "niche players" field is large: Apple, Microsoft, Google, Oracle, DSI, Motorola Solutions, Embarcadero, Verivo Software and ClickSoftware. Gartner also named Xamarin, Terelik and Sencha as "visionaries."

What's Behind Microsoft's MSN Portal Revamp?

2014-9-9 msn redesigned portal.jpgTwo decades after it launched MSN, Microsoft is applying its "mobile-first, cloud-first" direction to the MSN portal, which it claims has over 425 million users daily. The enhanced personalization capabilities will provide advertisers with a single place to buy space that can be synched across devices and audiences.

User Feedback: The Fuel Of The Experience Engine

2014-09-September-Suggestions.jpgUser feedback helps companies deliver the best products and services possible. Identifying needs, incorporating ideas and listening to customers questions are all ways to help solve problems and ensure development efforts remain focused on what really matters. By creating a conversational relationship, a company is able to better understand what it’s customers truly value.

Why Dell Just Unveiled the Dell Business Phone

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It’s not April and this isn’t a joke. Dell introduced the Dell Business Phone just minutes ago.

It’s interesting news to begin with, but the fact that it comes on the same day that VMWare’s AirWatch makes its Enterprise Mobility Management (EMM) and Enterprise File Sync and Share (EFSS) announcements, at its annual user conference, makes it even more so.

Never mind the fact that Apple is expected to be unveiling its new iPhones later today. We doubt that those will have an immediate enterprise twist, especially because the IBM + Apple news around mobility in the enterprise was made last July.

Is Dell’s timing a coincidence? We think so. It’s hard to imagine why it would want to risk its vitally important news to get lost in the crowd. So what card is it playing?

A Bigger iPhone Will Just Make My Butt Look Big

2014-09-September-Gordon-Gekko-mobile-phone.jpgEveryone's excited about the prospect of an iPhone with a bigger screen. Except, apparently, me.

Why do I want a bigger phone when the pockets in my jeans are still the same size? 

At the risk of sounding trite and lame and, yes, sophomoric, size isn’t everything.

Maybe I'm too eagerly betraying my age, but I can remember the first mobile phone to ever appear in a Hollywood movie: “The Brick” held by Gordon Gekko, the character played by Michael Douglas in 1987′s Wall Street.

And like everyone else who thought the idea of getting a phone call someplace other than a home, an office — or, if you were really cool, a restaurant — was an unrivaled step forward for mankind, I was impressed. 

Then something even more amazing happened. Mobile phones got smaller and smaller, small enough, in fact, to clutch discreetly under a table when you were waiting for that oh-so-important call in an inappropriate place.

So why are we so excited that phone screens are getting big again? 

There's no difference in call quality … Ah, that's it. I still use my mobile phone to call people. Silly me.

Use Purpose-Driven Content to Create Buyer Experiences

2014-09-September-Buy-Now.jpgIt’s no secret that the information pools that buyers can tap are overflowing. It’s time, however, that we start looking at the customer buying process with a different perspective and begin focusing on purpose-driven content that creates distinguishing experiences for audiences.

Coveo Offers Free Search for Sitecore Customers #SYMNA

Sitecore clients got more than a bag full of tchotchkes at the company's conference in Las Vegas today as Coveo announced a free version of its enterprise search engine for Sitecore's 4,000 customers.

Officials of the Quebec City, Quebec-based Coveo said the free Sitecore edition will let companies "quickly configure and manage search experiences" on their websites. 

"Search is one of the most powerful drivers of visitor engagement and online conversions,” said JP Provencal, Coveo's senior vice president for alliances. The product will be available to customers by mid-October.

Forrester Names Best in Cross-Channel Campaign Management

digital marketing, Forrester Tabs Its Best for Cross-Channel Campaign Management

Forrester Research has tabbed its software leaders for cross-channel campaigns, and it isn't a spot match of rival Gartner's.

Adobe, Infor, RedPoint Global and SAS Institute lead the pack for Forrester in its Wave for Cross-Channel Campaign Management for the third quarter, and IBM, Teradata and SAP are "strong performers."

Forrester also reported that Pitney Bowes and SDL "contend on certain capabilities but lag overall."

In its own multi-channel industry report -- its Magic Quadrant in May -- Gartner picked Adobe, IBM, SAS, Teradata and Oracle as leaders in the research firm's latest multichannel campaign management (MCCM) analysis. 

Gartner also named SAP a challenger and rated Salesforce, Marketo and Sitecore as visionaries. For niche players, Gartner selected Experian, SDL, Infor, RedPoint Global, Selligent, Pitney Bowes and Zeta Interactive.

As companies "struggle to consistently communicate with their customers across channels," according to Forrester in its recent Wave, "they need improved abilities to connect inbound and outbound campaigns and make decisions in one channel based on intelligence in another."

Malware Could Target Millions of Salesforce Users

CRM giant Salesforce has warned its users they could be targeted by a malware attack that usually hits customers of large, well-known financial institutions. 

Salesforce released a statement Sept. 3 that one of its security partners concluded that the Dyre malware (also known as Dyreza) "may now also target some Salesforce users."

"We currently have no evidence that any of our customers have been impacted by this, and we are continuing our investigation," according to the Salesforce statement. "If we determine that a customer has been impacted by this malware, we will reach out to them with next steps and further guidance."

Reached by CMSWire today, a Salesforce representative issued a statement, saying, "At salesforce.com, trust is our #1 value and we take the protection of our customers' data very seriously. Please visit trust.salesforce.com for information."

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