Customer Experience Management (CXM) Articles

Between this week's Tweet Jam and our featured articles, a lot of information and strategic insights were shared for anyone needing to start or update their Mobile strategy.

It was five years ago that the first iPhone was released and marketing hasn't been the same since. We heard about the challenges inherent in reaching the multiple device owning consumer, suggestions on how to enhance your website and your marketing strategies and after faithfully reading the 17 articles preceding, were told that we didn't want users to adopt SharePoint. Hey, wait a minute...

Now it's time to dust off those white shoes. Enjoy the holiday weekend!

Crowdsourcing is not new, but people are using it in innovative ways. We’ve heard of using crowdsourcing platforms to facilitate logo design, the value of emerging technologies and translation services. We can now add slogans and taglines to the list.

Mobile is the topic at the top of the list for just about every organizations customer experience strategy. What things does Adobe VP of Enterprise Marketing, Kevin Cochrane, see and hear most from his customers?

When it comes to online display advertising, two titans clearly dominate the marketplace: Facebook and Google Display Network. So if you are looking to place an online display ad and only want to use one outlet, which is the better choice?

The death of publishing has been heralded for years now as the means to circulate content became easier and more readily accessible with a computer or mobile device. While the argument could be made for the decline of the traditional publishing model, the discipline of delivering relevant content to the proper audience is thriving.

On Wednesday, May 23rd, we gathered for a Tweet Jam to discuss the business case for mobile, among other things.  From our tablet devices, smartphone and mobile apps, we came together to better understand what goes into creating a great mobile experience. Should you develop a mobile app or optimize a mobile site? What metrics should you track? Most importantly, what drives us crazy about the current mobile experience?

Despite turnover in top management at Yahoo, the company still manages to kick out a slick-looking new browser that's creating a lot of positive buzz for a change. Unfortunately, Axis is missing some basic functionality.

Chinese e-commerce giant Alibaba Group has been trying to buy back a big stake in the company from Yahoo! for two years now, in a bid to expand its business and eventually issue an initial public offering. Earlier this week, Yahoo! and Alibaba have approved a US$ 7.1 billion deal that analysts consider to be helpful for both companies moving forward. The pressing question now is whether Alibaba can reach Facebook heights if and when it goes for an IPO.

The weather finally turned hot this week in Europe, and it looks like it could fray tempers a bit as Oracle, SAP and IBM once again set upon a collision course -- this time over data management around e-commerce.

Have you heard of social marketing and engagement platform Vitrue? Well it was just acquired by enterprise content management giant Oracle, with plans to add its capabilities to the Oracle Cloud.

Enterprise social software provider Moxie Software is enhancing the functionality of its Spaces by Moxie customer communication suite to aid customer service efforts of companies in highly regulated industries. New features are designed to make internal experts available to assist customer service agents with complex inquiries and to ease compliance with regulations regarding data security and customer privacy.

This month we’ve been tackling the ins and out of mobile customer experience. What better way to continue the discussion than via a Tweet Jam today. Have you been tasked with understanding how the mobile customer experience fits in with your overall business strategy? Are you on the marketing team that's building a mobile marketing plan?

Whatever your role, the questions our panelists will answer, and the insights you provide from your own experience will guide the conversation and give us all a close look at how mobile is affecting organizations today.

At 1pm EDT, 10am PDT, join the CMSWire community to discuss:

1. How are you making the business case for mobile?
2. How does a mobile first strategy change your overall approach to CXM?
3. Mobile site vs. mobile app — how are you deciding today? How is responsive design impacting your thinking?
4. What mobile metrics are changing your thinking about the channel?
5. What's the biggest gap you see in the mobile experience market today?

A great lineup of panelists -- check them all out here. Remember, your ideas and opinions are important to, so contribute freely.

To participate, join our TweetChat room, follow the #CXMChat hashtag on your favorite Twitter tool, or hang out here with Cover-It-Live:

Just a quick reminder on the rules:

• Introduce yourself with your first #CXMChat tweet. Include your name, job title and organization you work for.
• Subsequent tweets must start with the question number you are responding to and the #CXMChat hashtag. For example, "@bigbird Q5 We have a great team that manages our digital asset strategy #CXMChat"
• Please don't pitch products or services; stay knowledge focused
• Keep the discussion professional, but informal
• Remember that this is a public chat — be thoughtful

See you soon!

 Consider for a moment that you are a health care provider. For every patient you see, you hear “I read on the Internet that ...” As a result, you may spend a great deal of time re-educating the consumer and separating fact from fiction -- unless of course, there was some way to ensure that the bulk of health information being consumed online was accurate and up-to-date. Healthline Networks’ new Consumer Engagement Platform is helping to make that dream a reality.  

There has been a lot written on the value an engaged community can bring an organization. There's also a lot of great advice on how to be a great Community Manager. But if you are still struggling to figure out how to do it right -- from the start -- or wondering how your current community stacks up, there's a new community framework available to help you out.

In 2007, Steve Jobs took the stage and announced that Apple was poised to introduce a revolutionary phone and a breakthrough Internet communications device. The big reveal during this announcement was that these 2 products were actually 1 product and it was called the iPhone. This device would make the Internet and the web more accessible than ever.