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Customer Experience News & Analysis

Apple Watch, the IoT and Major Changes in Communication

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Who could have predicted how widely and wildly the Internet would evolve when it was conceived more than 45 years ago?

In a relatively brief time, it's grown from a few connected computers at select universities that only a handful of individuals knew how to operate to a globally connected network that has become engrained in the daily life of the vast majority of the planet's population.

Though the Internet has improved upon a great many things, none is more dramatic than communication. Today the Internet or its underlying technologies facilitate many of the methods that people use to communicate, at least in some part. But evolution is dynamic, and while the advances in communication facilitated by the Internet have been tremendous, there is always room for growth and improvement.

In fact, there is a significant possibility that the augmentation of the Internet through the Internet of Things will advance global communication even further.

Facebook's Grasp on Social Login is Slipping

The company that rules the social login has a leg up to dominate e-commerce, online advertising and a slew of other profit-oriented activities thanks to the data this activity can yield.

It's no small matter, then, that Facebook — which has long been the top platform for social sign-ins — is now showing signs of losing some of its market share.

So says a new survey by Janrain, which found that Facebook's overall market share of logins decreased 3 percent in the fourth quarter of 2014 after six months of consecutive growth. Meanwhile, Google's share of logins grew 6 percent, from 34 percent in the third quarter to 40 percent in the fourth.

It is a significant increase, Janrain claims — it is, in fact, the largest quarter-over-quarter increase in logins across all sites for any of the top identity providers in over two years.

Marketing Tech Landscape: 'Inspiring, Frightening' [Infographic]

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Almost 2,000 technology demos and requests for proposals. Why not? Your team can handle it.

The landscape for marketing technology has exploded in the past year, nearly doubling to more than 1,800 software vendors.

Scott Brinker is the guy who's chronicled this tech climb. He's the author of the Chief Marketing Technology Blog, organizer of the Marketing Technology Conference and the co-founder and chief technology officer for Boston-based ion interactive. 

But he may as well be the Godfather of Marketing Technology, the man who has boldly gone where no other marketing tech industry person has gone -- diving into this crowded landscape and discovering a space as crowded as sardines.

"It's somewhere between wonderfully inspiring and downright frightening," Brinker told CMSWire.

The State of B2B Customer-Alignment Maturity

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“If you don't know where you're going, you'll end up someplace else.” -- Yogi Berra

This pretty much sums up the customer-alignment journey of most companies. Companies know their survival depends on aligning strategy, culture, partners and processes to their customers’ lifecycle expectations, but the end state is often fuzzy. And fuzzy mean the path to get there is equally unclear.

Think Your Customer Experience Is Perfect? Test Again

2015-12-January-Test.jpgBusinesses, and the people who power them, easily fall into routines. Once we find a process or program that works, we stick with it. Routines bring predictability and stability, but if they go unexamined or fail to incorporate feedback, they can get in the way of providing exceptional customer experiences.

Outdated routines fail to address the changing business landscape, and assume that what was true in the past remains true today. Customer experiences are rarely perfect. However, by injecting testing into our culture and processes, we get closer to understanding what today’s perfect customer experience may be.

Advertising and Marketing are Broken: How Do We Fix Them?

So much advertising and marketing is based on false promises and exaggeration. This sort of corporate propaganda is facing an increasing backlash. 

Week in Review: DAM in 2015 + Information Governance

Looking Through DAM Lens
Two views: DAM's goals in 2015 and beyond.

Where the Mobile March Leads
Time to catch up -- and mobile comes first.

Simply Irresistible?
Microsoft wants to be the digital go-to.

Making Social More Social
Social needs a little face time.

Call for Strategic Governance
Information management needs governance.

IT -- College Degree Required?
What are the educational prerequisites for tech? 

Buyer's Guide: Selecting a CMS that Supports Your Business 
Key insights and current trends to guide you through the buying process.

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IgnitionOne: We've Solved the Major Mobile Marketing Challenge

Marketers rely on cookie-based attribution technology to gain insight about customers on desktops. But they need better sources of information on mobile — and New York City-based IgnitionOne claims it can help.

IgnitionOne just debuted MobileAssist, a solution that helps marketers track cross-device conversions. IgnitionOne President Roger Barnette said MobileAssist solves a major mobile marketing challenge: determining how mobile advertising has supported conversions and sales.

Contact Center Fraud: 3 Things You Need to Know

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While the media has focused its attention on the seemingly never-ending data breaches that occurred over the past year, another type of fraud is on the rise again, threatening customer loyalty and wallet share of financial institutions and businesses in similar high-risk industries.

According to an infographic by NICE Systems, 90 percent of fraud cases involve at least one interaction in the customer contact center. In addition, after becoming a victim to fraud, 40 percent of customers close their accounts with their financial institution, and an additional 40 percent reduce their wallet share.

5 Technology Skills Every Marketer Needs Today

Marketers today are at a serious crossroads. Take this recent Gartner report, which shows that CMOs will spend more on IT than CIOs by 2017. Few marketers are technologists or IT specialists, but technology is changing everything about what they do and how they do it. The 21st century marketing landscape requires a whole new way of thinking about interacting with customers, adapting to technologies and translating insights into a return on investment for the entire organization. How can marketing professionals supplement their existing skill sets and get up to speed quickly and dynamically?

Kentico Version 8.2 Released

Kentico has released version 8.2 of its integrated marketing solution — just months after version 8.1 and less than a year from 8.0 last March. The company claims the update will make it easier and faster to launch and manage digital marketing campaigns.

From Star Wars to Marketing: Challenges for Technology

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Technology enriches our lives, empowers consumers and makes it possible to share knowledge on an unprecedented scale. It also raises important questions on how much more we can do and what we should do next.

In fields like education, marketing, design and aging, we've just begun to understand the potential of technologies to serve society. As the new year dawns, TeleTech has published Technology of Us, a book that examines that potential through the eyes of 15 people like director George Lucas, designer Gadi Amit, marketer Don Peppers, architect Rachel Armstrong and aging expert Laura Carstensen.

CMSWire obtained permission to publish brief excerpts here. You can read the complete essays by all 15 contributors at TechnologyOfUs.com.

True or False: Social Media Marketing Works

As someone who earns a living helping B2B marketers make social media work, I was surprised by a recent claim from Forrester Research. Marketers use social networks like Facebook and Twitter to engage customers and prospects, Forrester noted. But then it added: it’s not working.

That's not the case, based on my experience.

Too Many B2Bs Fail to Track, Measure Social Media

Many B2Bs still have a lot to learn when it comes to social media smarts, according to a new report.

While most B2Bs know they should be engaging with their customers on social media, they're often not using available tools to harvest critical data and put it to use.

Rather, they treat social as a check box, said Jacques Begin, a research analyst in the technology practice at SiriusDecisions, a B2B research and advisory firm. The firm produced the report, SiriusView: Social Media Intelligence 2015 and Infographic.

“In some cases, marketers are mandated with creating a Facebook page. And once they're finished they check the ‘social box.’ Very little thought is given on how to effectively maximize a social presence afterwards in terms of intelligence, customer interactions and demand creation,” he said.

Microsoft Ups Its Customer Experience Play

Microsoft is flexing its customer experience muscles. Last night it announced the spring release of Parature will come with more than 30 new “high priority” customer capabilities. They're designed to help businesses streamline and improve their customer experience strategies.

The release follows the acquisition of Parature by Microsoft last February for a reported $100 million. The purchase price is a relative pittance in comparison to many current tech deals — especially since the value it will bring to Microsoft’s customer relationship management (CRM) portfolio is incalculable.

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