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Customer Experience Management (CXM) Articles

Forrester Wave: No Leaders in Digital Experience Delivery

customer experience, Forrester Wave: No Leaders in Digital Experience DeliveryWho's driving the digital experience train today?

No one, says Forrester.

In its first Forrester Wave for Digital Experience Delivery Platforms, released today, analysts said no vendor offers a truly "end-to-end solution."

"Overall completeness and adoption" in this space is "middling," according to analysts.

Unified platforms are "more myth than reality," they wrote in the Wave.

Despite no leader, Forrester did cite Adobe and hybris (SAP) as "pioneers" that offer the most complete options while IBM and Sitecore "aren't far behind."

The Guy Who Believes in Disruption, Innovation and "Memorable Stories"

Connecting with Bill Sobel

Jonathan Marks is a writer, broadcaster and researcher on a wide range of issues connected with the media.

And he has an interesting position: he "leads disruptive innovation" at Critical Distance, a creative guild of digital craftsmen and women based near Amsterdam, The Netherlands. In a more traditional sense, he is CEO.

But Marks just thinks differently. It's not quite clear what his objective was when he founded Critical Distance in 2003. But it doesn't really matter, because "last year, we rethought everything from the ground up. Why? Because routine is the enemy of change."

Today the company helps entrepreneurs "build, produce and keep really memorable stories."

"We inspire, guide and collaborate to build great companies. We specialize in digital strategy, cross-media productions, consultancy (at senior management level) and training the trainers," he explained.

Before founding the company, Marks was program director at Radio Netherlands. He led the development of online and mobile storytelling on projects in Latin America, South Asia and Africa.

CMSWire Tweet Jam: The Omnichannel Challenge #CXMChat

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Customers have as many paths to interact with your brand as you have fingers on your hands. So what can businesses do to provide a seamless experience no matter what channel they're on -- and is this even possible? Find out at this month's Tweet Jam!

Information Architecture: The Engine that Drives Retail

2014-22-July-Steam-Locomotive.jpgUnder pressure from pure play e-Tailers such as Amazon and eBay, brick and mortar retailers are scrambling to defend their businesses. To stay competitive, most have now added an e-Commerce channel. The challenge for many legacy retailers is that e-Commerce has involved a long learning curve and now mobile and web channels have become part of core functionality rather than a cutting edge addition to the brand.  Add to this that many traditional retailers still lack a core competency in the technical nuances necessary to compete effectively with the Amazons and eBays.

CX: It's Not Rocket Science But it's Still Hard

2014-22-July-Kennedy-Space-Center-Rocket.jpgThink customer service is a synonym for customer experience? Think again, suggests Alpharetta, Ga.-based customer experience (CX) consultant Jim Bass. "Customer service happens after the sale. Customer experience starts before the sale," he explained.

Bass stirred a lot of interest on LinkedIn recently with a post that explored the importance of pre-sale processes. The story got more than 15,000 views and 1,674 shares on LinkedIn.

This week, Bass talked with CMSWire to share more insights on CX — including the things companies tend to get wrong and the reasons why so many customer interactions are still so bad.

Nope, CX isn't rocket science. But it's not easy to get right, either.

Why SaaS Saw Its Biggest Revenue Gain Since Recession

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Software companies led by entrepreneurs with experience in building successful software-as-a-service (SaaS) organizations are thriving. They as much as double revenue growth year-over-year, a new software industry report finds.

In other words, those in their second or third rodeos in SaaS software fare well.

The findings are reported in this month's 2014 Software & SaaS Financial Benchmarking Industry Report, the eighth annual study produced by Boston-based OPEXEngine in conjunction with the Software & Information Industry Association (SIIA).

"Far more well-funded, venture-backed, companies are hitting their stride with growth rates of 50 percent to 100 percent year over year, than ever before," Lauren Kelley, CEO and founder of OPEXEngine, told CMSWire. "Many of these companies are being established by entrepreneurs who have already built one or two, sometimes three, SaaS companies before, and managed by executives with equivalent experience. These executives can get a new company up and running far faster than five or 10 years ago when SaaS was a new management discipline." 

Yahoo Buys Flurry to Personalize the Mobile Experience

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Yahoo CEO Marissa Mayer is intent on becoming a mobile-first company and when it comes to advertising revenue, let’s just say there’s room for improvement. Last week the company reported discouraging earnings of $1.08 billion in revenues, 4 percent less than for the same quarter last year. Display revenue, which Mayer hoped to raise, actually fell 8 percent.

And while companies in Yahoo’s position sometimes look for ways to solve their problems from within, Mayer prefers to shop. In slightly more than two years at the helm of the Internet pioneer, she has purchased blogging site Tumblr, social web startup RockMelt, social diary company Wander and technical recruiting firm Distill. Earlier this month, she bought RayV, which streams  high-quality video to computers and mobile devices

How’s that strategy working for you, Marissa? In any case, let’s hope that today’s purchase is a charm.

Master Customer Experience in the New Age of Retail

2014-21-July-Sales.jpgProviding a high quality customer experience is critical for retailers, no matter the sector or audience. Delivering on this goal means more success in sales and more repeat business.

But our ideas around what constitutes a high level customer experience have changed in recent years. In the pre-internet days, it generally meant attentive sales people available to help with in store requests. But in today’s connected world, it’s more often associated with quick page loads, easily navigable sites and rich media.

Getting Comfortable with Google Analytics

Not everyone is destined to be a Google Analytics expert, but armed with a little knowledge and access to a few standard reports you can learn more about your audience, their interests and how they engage with your brand.

This Week: Apple, IBM Partnership + Forrester's Fast Track to Apps

CXM's Mobile Dependency
Customer experience programs lacking mobile emphasis are destined for failure.

Forrester: Get Moving on Apps
Need faster app development? Forrester cites a process that gets it done. 

What Really Matters in Web CMS 
In web CMS, it’s not what the product is written in, but how it’s written that guides flexibility.

Apple and IBM. Yes, Indeed
The powerhouses announced a partnership that's shaking the mobile enterprise.

Social Business Works
There is value after all in making collaboration a priority.

Microsoft's World Cup Perfection
Find out how Microsoft’s Cortana was 15-for-15 in FIFA World Cup play.

4 Key Factors to Consider to Take Your eCommerce Global
Localizing, logistics, barriers and customer support.
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Mine Competitor's Data to Improve Your Online Marketing

2014-18-July-Eavesdropping.jpgIn the dynamic world of online marketing, it's important to have a solid and current understanding of your position in the competitive landscape. When you know your competitors' efforts in Pay Per Clicks (PPC) and SEO you can use that information to inform your online strategies. Let's take a look at the tools and strategies that can help improve your online marketing efforts with competitive intelligence.

Marketing Faces a Publishing Problem

2014-18-July-White-Water-Rafting.jpgThe only constant when customers move from one channel to the next, from their smartphone to their laptop, is the content -- the way it is delivered, and the way it’s consumed. In essence, omnichannel experiences come down to a publishing problem.

News Bites: Content for Marketing, Product Idea Tester, More

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This week: Forrester on content, AvePoint's content integration with Box, a product idea tester for consumer packaged goods and a report on mobile ads.

Reinventing Digital Asset Management

Thumbnail image for 2014-17-July-Clone-Faucets.jpgWhen one compares the user experience of something like Mail Chimp to digital asset management software, it’s easy to see why people complain that DAM software can be cumbersome to use.

And while DAM vendors scramble to repaint their UIs and, in at least a few cases, turn their backs on their legacy apps in favor of flavor-of-the-month “DAM Lite” variants, it’s clear that DAM vendors might not really understand the problem. The issue isn’t that DAMs are ugly, the issue is that the very paradigm upon which we’ve built these systems has become obsolete and, therefore, cumbersome.

3 Barriers to Delivering Omnichannel Experiences

2014-17-July-Caught-a-Fish.jpgI was recently searching for fishing rods for my 5-year old son and his friends to use at our neighborhood pond. I know nothing about fishing, so I needed to get educated. First up, a Google search on my laptop at home. Then, I jostled between my phone, tablet and laptop visiting websites, reading descriptions, looking at photos and reading reviews. Offline, I talked to friends and visited local stores.

The product descriptions weren’t very helpful. What is a “practice casting plug”? Turns out, this was a great feature! Instead of a hook, the rod had a rubber fish to practice casting safely. What a missed opportunity for the retailers who didn’t share this information. I bought the fishing rods from the retailer that educated me with valuable product information and offered free three to five day shipping.

What does this mean for companies who sell products across multiple channels? 

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