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Customer Experience News & Analysis

Additions and Upgrades and Acquisitions: Oh My!

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The latest in marketing, security and web interfaces from Oz, the Bay State and the City by the Bay.

Cyber Criminals in Russia Might Know the Password You Forgot

2014-08-August-broken-padlock.jpgIs the notion of online security as passé as the illusion of privacy? Maybe.

Just this week, we learned that a small group of hackers in Russia amassed a database of 1.2 billion stolen user IDs and passwords.

Hold Security, the Milwaukee, Wis.-based company that disclosed the incident, described the incident as "arguably the largest data breach known to date."

The Russian cyber gang targeted websites indiscriminately, hitting Fortune 500 companies and mom and pop sites alike. Hold Security reported the thieves "amassed more than 4.5 billion records, mostly consisting of stolen credentials. 1.2 billion of these credentials appear to be unique, belonging to over half a billion e-mail addresses."

Adobe Boosts Web Conferencing With Connect 9.3

Adobe has released the latest version of its web conference platform including enhancements in screen sharing, its virtual whiteboard, social media integration and compatablity with Salesforce.com and Microsoft Lync 2013. 

Adobe Connect 9.3 will debut early this fall.

Rocky Mitarai, senior product marketing manager for Adobe, told CMSWire the company's offering goes beyond the standard meeting experience because it's an end-to-end solution that includes capabilities in meetings, elearning and webinars. 

It's an easy-to-use solution ("immediately jump into it without any downloads") that offers robust security options for clients such as the US Department of Defense. It also, he said, easily integrates into existing infrastructure and lets users easily build custom apps.

Goodbye Mobile Apps, Hello Multi-Device Experiences

customer experience, mobile phonesYour app runs in a little square.

All the money you spend on developers, design teams, content production and infrastructure for your app essentially boils down to a little square. Sometimes it’s a bigger square. Sometimes it’s more of a rectangle. And sometimes your app is responsive and tries to adjust itself as the square changes shape.

But in the end, your brand's communications still come down to that little square.

5 Steps For Company-Wide DAM Adoption

2014-07-August-High-Five.jpgIt can be challenging to get an entire organization on board with a new DAM platform. Most of us don’t love change in our routines or embrace it with open arms. 

But as businesses race to produce more creative assets to get their brand’s message heard, digital asset management (DAM) software has emerged as the best platform to coordinate assets and ensure that an organization's brand is being presented correctly and consistently.

What can organizations do to not only get people using DAM, but build stickiness into the experience? Here are five steps to achieve strong user adoption for your new DAM software.

How to Approach Your Next Web Replatforming

Web CMS, 2014-06-August-Ants-Moving.jpgThere’s no rest for the weary if you're a digital marketer in 2014. As the pace of technological change accelerates, it’s all one can do to keep up. Take replatforming, that Herculean effort of moving from one website solution to another, whether an upgrade or moving to a different vendor’s solution.

As technology’s pace quickens the cycle of replatforming gets shorter and shorter. Where once a 5-year cycle would be deemed leading edge, today it puts you smack in the middle of the laggard quadrant of the adoption lifecycle. In fact, a strong argument could be made that replatforming should be treated as an ongoing program, not a one-time project. 

How to Reduce 'Tech Effort' in Support Centers

customer service, 2014-06-August-Tangled.jpgResolving customer issues quickly and during the first interaction takes effort. It involves creating the right culture, integrating new technologies and improving processes. Market leaders are dedicating huge sums of money to enhance their customer support or acquiring companies with proven support technology to reach these goals.

IBM's report,“The Customer-activated Enterprise,” surveyed more than 4,000 executives and came away with three common themes: companies want to be more open to customer influence, pioneer digital-physical innovation and craft engaging customer experiences. All three themes can be seen across the tech support industry. Customers want their tech issues resolved quickly, and in the communication style and channel they choose.

The Key to Measuring Content Marketing ROI

Content Marketing, 2014-06-August-REVS-COST.jpg"How do we measure the return on our content investment?

This question made a lot of sense 4-5 years ago. What we today call “big data” was in its infantile stages. Data collection was robust, but costs were high and usability was poor. Expenditures related to content were roughly 3 to 4 percent of marketing budgets and users weren’t used to the idea of companies producing content. Simply put, most of us didn’t really want or care to measure the results. The ability, desire and necessity of measuring content value just wasn’t there.

With content marketing expenditures increasing to approximately 30 to 40 percent of corporate marketing budgets, content marketing initiatives need to be grounded in repeatable and informative data structures. In short, as the budgets grow, so does the need for attribution and accountability.

Understanding how to assign attribution and accountability is where things get tricky. However, it doesn’t get tricky in the way most might think.

Improve DAM Workflows Without Breaking the Budget

2014-06-August-Hard-Times.jpgThe last thing creative staff want to do is add metadata to their assets and upload them into an asset management system. They want to create, not spend any amount of time performing administrative tasks. And I don't think it's a good use of their time either.

But these tasks are essential. It doesn’t matter how great the content is if you can’t find it, and if you can’t find it, you can’t use it.

What's New in August for Open Source CMS

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A fact many of us learned in high school — that popularity has its downsides — is proving to be true in the world of open source content management systems (CMS).

Take WordPress — the most popular CMS in the world, powering an astonishing 47.4 percent of all sites on the Internet, according to BuiltWith, a website profiler, lead generation, competitive analysis and business intelligence tool.

July, to use a shameless cliché, was both the best of times, and the worst of times, for this inordinately popular platform. New research from 34SP.com found more than half of UK small businesses are using WordPress as a CMS, thereby “finally blowing away its image as just a blogging platform."

The same study also confirmed a few things that were not included in the official results, including the fact 31 percent of 34SP.com clients who use WordPress call wine their favorite beverage (Jägerbombs really disappointed with just 1 percent of the votes) and only 13 percent have more than 500 friends on Facebook. What does this have to do with anything? Nothing. So let's move on.

Q3/Q4 Planning: Top Marketing Technology, Social Business Conferences & Events (6-Aug-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: How to Personalize Website Content

Join CMSWire and Clickability on August 21. In this one-hour webinar, learn how to take effective steps to target content to individual website visitors.
 

> Register Now

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Salesforce's Desk.com Embeds Video in Customer Support

The next generation of Salesforce's Desk.com platform is going visual -- as in video support. The customer relationship management (CRM) giant just introduced a new Salesforce Desk.com Support Center, which includes video customer support. 

The news comes a little more than a month after Salesforce updated its acquired platform with a new intelligent agent console and a mobile app and reporting engine -- among other enhancements -- for all in one automated customer service. 

As Marketing Technology Grows, So Does the CMO's Status

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The age of the customer may also turn out to be the age of the chief marketing officer (CMO).

Marketers with strong business skills are in demand, earning more money and developing closer ties to CEOs, according to management experts interviewed by CMSWire.

Much of this increased status results from CEO directives to show returns on investments in marketing technologies designed to attract consumers, who have gained an advantage over marketers by using technologies of their own.

How Social Is Your Supply Chain (and Who Really Cares)?

2014-05-August-Life-of-the-Party.jpgForget sharing your results from all those surveys on Facebook. You know the ones: they determine where you should actually live, or which character you would be in Downton Abbey, or even how bitchy you are (New York, Matthew Crawley and none of your business). Business leaders now appreciate that social in the workplace isn't about any of this. What it comes down to is being able to collaborate to make better decisions.

While every industry can benefit from social technology, there are some distinct differences in the patterns of adoption. Many early adopter stories we share are about marketing leveraging social media, but social technologies are also becoming more of an operational tool and that makes them interesting for the supply chain.

Sitecore Marries .NET Customer Experience, E-Commerce

Sitecore's acquisition of commerceserver.net is getting its wings.

Now, Sitecore officials report, they have the first enterprise-grade .NET customer experience management solution with fully integrated commerce functionality. They are blending real time digital marketing with enterprise commerce.

The San Francisco-based company today released an "early access program" for its new platform, Sitecore Commerce. The capabilities Sitecore officials described -- personalization, relevant digital experiences, customer lifecyle, single, connected platform -- are in line with the all-in-one engine that Sitecore touts.

"Following the acquisition of commerceserver.net last November, Sitecore has blended real-time digital marketing with powerful enterprise commerce," Mark Floisand, vice president of product marketing at Sitecore, told CMSWire. "We're also working closely with Microsoft Dynamics AX to build an omni-channel commerce offering built for retailers who need to bridge the gap between in-store and digital experiences."

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