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Customer Experience News & Analysis

AEM Users Ask Adobe for Quicker Integration #EVOLVE14

2014-13-November-puzzle.jpgWebster defines a community as "a unified body of individuals," but that may not be the case when the Adobe Experience Manager (AEM) community convenes at EVOLVE'14 in San Diego on Monday. 

While AEM customers all use the same cross-channel content management system, some attendees are grumbling about the pace with which Adobe is integrating AEM with the five other areas of its high-profile marketing cloud -- analytics, campaign, media optimizer, social and target. 

The conference, sponsored by Adobe but produced independently by 3 SHARE, is a chance for AEM users to get training, share tips and air gripes. It's also an opportunity for Adobe to strengthen ties with its customers, many of whom have yet to adopt version 6.0 of AEM, which shipped in May.

Who Are the 100 Fastest Growing Software Companies?

Modesty is an uncommon virtue among software vendors. It doesn't matter what part of the technology market they represent — customer experience, digital marketing, social business, web content management systems ....

Everyone claims to be the best, either overall or at least in some niche of its market. And everyone claims to be growing — fast, faster, fastest of anyone in the market.

Now how is that possible? More importantly, how can you validate these growth claims?

It's a tedious, messy job. But someone has to do it. And fortunately, in this case, Deloitte stepped up to the task.

News Bites from [24]7, Onapsis, TeleTech, Vanilla Forums, More

The latest in strategy, appointing, redefining, growing, joining and integrating from The Orchard City, Hollywood North, Trimountaine, Broncoville, Near the Great Hill, the City of Saints and the Capital of the Palatinate, and Hindustan

Keeping Up with B2C: How B2B Suppliers Keep Customers Happy

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B2B suppliers are trying to keep up with the standards set in the B2C world by expanding their e-commerce platforms and overall omnichannel capabilities. And that's a good thing, according to a new study that found consumer shopping habits are influencing how B2B purchasers expect to buy from suppliers.

Nearly half of business buyers (49 percent) prefer making work-related purchases on the same websites they use for personal purchases — prompting a whooping 83 percent of B2B suppliers surveyed to recognize a need to upgrade their e-commerce capabilities.

More than half of all business buyers expect at least half of their purchases to be made online within three years, according to the study, Building The B2B Omni-Channel Commerce Platform of The Future, conducted by Forrester Consulting in North America, France, Germany and the United Kingdom on behalf of Accenture and hybris.

Real Story Group Maps Digital Workplace, MarTech Space

Real Story Group (RSG), an independent analyst firm, just released an update to its Digital Workplace and Marketing Technology vendor map.

Given the scope of this technology space, it is hardly surprising that this one contains as many vendors are there are stations in the New York City subway. The research also identified what RSG defines as the trending — and fading — technologies.

SEO is Killing Content Quality

2014-13-November-Wicked-Witch.jpgSearch engine optimization (SEO) tips include website design best practices for how to get Google to rank your content higher in search engine results placement or SERP.

In fact, the preceding sentence is a great example of just how cumbersome this practice has made Web-based communications. By ensuring that I used the phrases, “search engine optimization (SEO) tips,” “website design best practices,” “how to get Google to rank your content higher” and “search engine results placement or SERP,” I’m virtually stuffing Google with the search phrases I want it to associate with my content.

But SEO tips aren’t the point of this article. In fact, SEO is the antithesis to my point.

Trusting Your Gut: The Worst Marketing Move You Can Make

2014-13-November-Bad-Fit.jpgHere’s a tip: When it comes to marketing your business, leave your “gut” out of it.

No matter how good your intuition, how prestigious of a business school you attended or how much marketing know-how you seemingly possess, if you think you can make marketing decisions by “trusting your gut” alone, you’re in for a rude awakening.

Things have changed. We don’t count on old wives tales to predict the weather, and business people don’t make marketing decisions on a hunch. Well, at least the smart ones don’t.

New Fashioned Customer Service: Restoring Intimacy

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Remember the good old days when you could call your favorite store, took it for granted you could talk with the same person just about every time and didn’t have to explain things multiple times if you had to call more than once to resolve an issue?

Welcome back to those good old days.

In a recent webinar, NewVoiceMedia and DMG Consulting explained how personalizing call center interactions could bring your customers — pardon the expression — back to the future.

How Winning Brands Define Customer Experience

Although many companies are still struggling to define and measure customer experience (CX), those that spread responsibility for CX across the organization, as well as concentrate on measuring long-term strategies, see a significant jump in sales and revenue, new research reveals.

According to CX Landscape: State of the Industry Report, conducted by Loyalty360, corporate leaders generally realize the importance of customer engagement and CX strategies. But many are unsure how to define customer experience, and because of this, are confused about how to manage it and measure success.

Successful companies "define CX in exhaustive, yet clear measures, use almost twice as many metrics to track CX effectiveness than the rest of the market, and employ short- and long-term metrics to gauge the effectiveness of CX — including complex metrics like ROI and profitability. And perhaps paramount: They include the customer as part of the brand’s reason for being,” Mark Johnson, CEO of Loyalty 360, noted in the report.

Q4/Q1 Planning: Top Marketing Technology, Social Business Conferences & Events (12-Nov-14)

Our industry event planner gives you the heads-up on what key industry events are coming around the corner. If we've missed something, don't hesitate to add your event to the list. (You can also view the full calendar here.)

You're Invited: Tame the Chaos by Scaling Your Business

Join CMSWire and Pantheon on November 18th for a one-hour webinar on how Open Source solutions can improve your business ops  


> Register Now

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Demystifying Web Personalization: 3 Myths Debunked

2014-12-November-Name-Necklace.jpgIf you want your online business to keep up with the competition, you should be deploying website personalization.

Amazon set the precedent some years ago, and now receives 30 percent of its revenue through its pioneering use of product recommendations. Other e-commerce giants, notably Staples, have acquired entire personalization tools into their arsenal.

Research by Forrester found personalization to be the top priority for 55 percent of retailers. For B2C marketers, it was found to be this year’s top digital priority. Insights from another survey revealed that 83 percent of consumers prefer to receive a personalized cross-channel experience.

There's a number of studies and reports available that all point to the same place: personalization is the future of e-commerce.

Want to Connect With Customers? First Step: Don't Be a Jerk

2014-12-November-Mean-Pallas-Cat.jpgAll businesses have certain characteristics that embody the spirit of the company, and allow a brand to better relate and communicate with its customers. However, there are a few traits in particular that help businesses to truly connect with its customers. This connection is all about being more human.

Guess Where Kevin Cochrane Popped Up?

Just a year ago, Kevin Cochrane was a keynote speaker at OpenText Enterprise World 2013. This week, at OpenText's 2014 conference in Orlando, Fla., Cochrane is nowhere near the stage.

His days as CMO of the Canadian enterprise information management provider — which followed several years as vice president of enterprise marketing at Adobe — are behind him.

Cochrane left OpenText in July.

In September, he was named CMO at Mindjet, a project-based collaboration software company. He remained in that position less than two months. 

Cochrane no longer maintains any references to Mindjet on his LinkedIn profile. Instead, he states that he is a member of the board of both the Digital Clarity Group (DCG) and Jahia.

He also notes that he is CMO of San Mateo, Calif.-based Agari, a Cisco-spawned company that develops data-driven security solutions powering real time cyberthreat detection prevention for global companies and their customers. 

The Big Challenge for Marketers: Good Content #KenticoConnection

BOSTON — Technology can help solve some of B2B marketers' biggest problems, such as increasing customer engagement and providing measurable results.  But it only works if marketers know how to use it — and it's not their biggest problem.

“The biggest issue for marketers is creating content that supports customer decisions at every step of the journey, " Petr Palas, Kentico CEO and founder, said at the company's two-day conference here this week.

Chief What Officer? Too Many Titles, Too Little Substance #esddc

A year ago, Anne Buff, thought leader with SAS Best Practices, was utterly certain that all companies needed to have a Chief Data Officer (CDO) to keep a company's online and digital operations on track.

She was wrong, she came to conclude, and explained why at last week's Enterprise Search & Discovery conference in Washington DC. 

Buff's realization about the role of the CDO, though, extends to the ever-growing universe of new digital-related titles that have emerged in the last few years.

There is chief data officer, of course. Thought leader, Buff wryly points out. And then there's a host of others. Chief digital officer. Chief analytics officer. Chief experience officer. Chief data architect. Data custodian. Data visualization designer. Chief knowledge officer. Chief wisdom officer. Data hygienist. Data trustee. Chief insights officer. Data quality officer and perhaps the most colorful of all, Transmedia Mastermind.

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