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Customer Experience News & Analysis

7 Tips for System Integrators to Bridge the IoT Gap

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Vendors should take a bold stance when it comes to the Internet of Things (IoT), but implementers can’t afford to bet on that. Instead, they need to take the lead, from investing in research to starting pilot programs. Positioned between vendors and clients, they are at the center of a post-digital revolution, putting them in the ideal position to act as bridges that link the two sides together. 

Build Audiences, Not Visitors

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One statistic that gets thrown around too easily these days is how much of a buyer’s journey is completed before the first sales contact. Some analysts claim that it’s 60 percent. Some say it’s as much as 74 percent.

Regardless of which number is right, it comes down to this: buyers turn to external and brand-produced content more and more to reach a buying decision.

Altocloud Claims It Can Help You Reach Your Customers - Now

A Silicon Valley startup is coming out of stealth mode to help you connect with your customers in real time.

The company, Altocloud, is releasing what it describes as a unique solution today, which combines machine learning and predictive analytics with real time communications within websites and mobile apps.

Altocloud officials said the solution makes voice, video and chat interactions better. It predicts the right visitors and moments in online journeys where interactions add value.

"Altocloud helps companies increase sales whether it’s more conversions on an e-commerce website or higher value leads on inside sales by profiling their prospects and customers and telling them the best way to communicate live with the customer," Barry O'Sullivan, CEO of Mountain View, Calif.-based Altocloud, told CMSWire.

"Without us, they are flying blind. We give them the information they need to know -- which prospects will respond best to which types of live 'in-the-moment' communications and with whom." 

Customer Engagement is Usually a Sham

If you’re ripping your customers off, you can’t expect to design an experience to engage them. 

Discussion Point: How Can Your Company Innovate Faster?

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Every business dreams of doing things things differently, uniquely, innovatively. But how can businesses best achieve innovation?

Some prescribe a culture of innovation. Some want to teach innovation in schools. Some suggest hiring innovators. Still others link innovation to agility. And they all may be right.

However, in a competitive world where everyone is trying to innovate, it's also critical to innovate faster than the competition.

Week in Review: Cool CMOs + SharePoint Content Security

What's Hot at #SXSW
What you'll hear at the Austin conference.

Top CMO Qualities
Six things that make the leaders stand out.

Right Digital Path?
Evaluating the right questions in the digital workplace.

SharePoint Security Metrics
Nine ways to measure content security.

What to Do With File Shares
Keep, move, delete or archive?

Box's Bad Showing 
And what it means for the enterprise.

Choosing the Right Digital Experience Platform 
How to increase agility and reduce costs

Download Now

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How Adobe Analytics Adds Up #AdobeSummit

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SALT LAKE CITY -- Think analytics and you probably think numbers. But that's just a starting point.

The bottom line in analytics isn't numbers: it's the actionable insight that data provides.

"We've totally changed to a data-driven business," said Ron Bertoncini, senior digital analytics manager for Telus (pictured here, r, with colleague Duc Nguyen).

Telus is a Vancouver, British Columbia-based telecommunications company. With more than 40,000 employees, it's the country's second biggest firm in its space.

It's Official: It's Hard to Get All Your Technology to Get Along

Alexander Dumas unwittingly touched on a tech industry nerve when he wrote The Three Musketeers. Just think of the phrase the book popularized: “all for one, one for all.”

And if you've ever tried to integrate digital experience technology in the workplace, you understand just how significant this phrase really is.

The fact is that customers connect in many ways on many devices. All of this technology is different. That can cause incompatibilities and confusion, leading to a disconnect between customers and the companies they are seeking to engage.

But how can companies seamlessly integrate various technologies — and capitalize on that old dream of "all for one, one for all?"

Sitecore recently hired Forrester to evaluate the state of digital experience technologies. The study, “Firms Seek to Integrate Digital Experience Technologies To Drive Business,” found that many companies are still struggling to integrate disparate technologies.

Channel Marketing Blues Got You Down?

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Consistent, quality customer service is hard to come by. How often do you walk away from an interaction with a brand thinking “Wow, that was simple!” More often, it's “Why does it have to be so hard?”

Research shows that 89 percent of customers stop doing business with a brand after a single poor customer experience. Think about that -- pretty sobering, no? And many times bad customer experiences can be laid at the door of a disjointed customer engagement strategy.

Oracle Social Cloud Now Offers Instagram, Weibo Support

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Keeping track of social media conversations around brands is a moving target.

And it gets even more challenging as people extend their online presence to different platforms.

But Oracle claims more help is on the way. The Redwood City, Calif.-based company announced today that it's beefing up its Social Cloud with support for two more platforms: Instagram and Weibo.

Oracle Social Cloud’s Social Relationship Management platform will track engagement and analytics for Instagram. It provides the same support for Weibo, along with publishing capabilities.

News You Can Use: NetBase, Apttus, Bynder, More

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The latest in funding, quoting, enhancing, competing and updating from Saint Matthew, The Swinging City and Venice of the North, the Middle of the Mittenand Triple D.

Can RelSci Help You Build Relationships and Gain Customers?

It's all about who you know. At least that's the contention of Relationship Science — RelSci for short. The New York City-based company claims it leverages  relationship capital to help individuals and businesses access and connect with influential decision makers.

The platform has been described as everything from "a more sophisticated LinkedIn" to "a high-end social network for the elite."

In simple terms, it wants to help its users leverage their social connections to find pathways to rich and powerful people that can help them close deals, raise capital, gain customers and make better business decisions.

RelSci "gives you the information you need to be successful," the company boasts. "We bring science to the art of business relationships."

Your Buzzwords are a Buzzkill

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Buzzwords, especially in the high-tech industry, have got in the way of our ability to communicate. In a need-it-now age where every word matters, we’ve created an industry language that puts style before substance.

Acronyms, abbreviations and hybrids crowd corporate mission statements and product documentation, all in the name of saving time or standing out. And because jargon use breeds more jargon, this collection of buzzwords continues to grow.

Show Me the Money - Marketing Results You Can Prove

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CMOs have to prove their worth. They have to show value to the CEO, the board and the entire C-Suite. Showing results is not just important for career success, but for survival in general.

According to a study by Spencer Stuart, CMO tenure lasts under four years -- a significantly shorter time than most C-level positions. A CFO, for example, typically holds the position for nearly six years, and a CEO has an average tenure just over 8 years.

Additionally, CMO's compensation is increasingly being tied to results. So delivering results doesn’t just impact the company’s ROI, but also a CMO’s personal bank account.

Take a Peek: 3 Digital Marketing Innovations #AdobeSummit

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SALT LAKE CITY -- Adobe dropped the curtain and revealed some of its work in its digital marketing labs for the 6,000 attendees at the Digital Marketing Summit last night here at the Salt Palace Convention Center.

The demonstrations drew ooh's and aah's from the crowd -- even from comedian and musician Wayne Brady himself, the event's guest host -- but Adobe's not making any promises the technology will hit the streets.

"Sneaks demonstrations are a preview of the ideas and technologies percolating inside Adobe Labs," Adobe officials said in a statement, "and should not be viewed as a representation of product plans or features."

That said, the biggest hits -- if you're measuring that by crowd reaction -- were probably Adobe's work in Digital Asset Management (DAM), in-store customer mapping through mobile app tracking and big data analytics.

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