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Customer Experience Management (CXM) Articles

Attention Retailers: It's Time to Plug Those Data Leaks

The birth of e-commerce dates to August 11, 1994 — the date when what was likely the first secure transaction over the World Wide Web occurred in Nashua, N.H.

Someone purchased Sting’s Ten Summoner’s Tales CD from Noteworthy Music’s website.

While this transaction wasn't scalable, it leveraged the Pretty Good Privacy (PGP) algorithm and demonstrated the Internet was open for business. It would take several years before a critical mass of sales was reached, but the doors of e-commerce were officially open.

The Smucker's Facebook Fail: How to Protect Your Brand

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Posts are disappearing from Smucker’s’ Facebook page, and consumer social reaction is anything but sweet. The company, best known for its jams and jellies, is making headlines for deleting posts that criticize its stance on GMO (genetically modified organism) labeling or that pose questions about GMO’s in their products.

According to the Cornucopia Institute, the J.M. Smucker Company is also one of the top financial contributors to oppose recent efforts in Oregon and Colorado mandating that food companies label packaged foods containing certain ingredients as “genetically engineered.” (NPR just reported that both of the November ballot issues were defeated. 

Getting Personal with Big Machines

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When we think of personalization of service through analytics, the first thought that likely comes to mind is retail applications or consumer goods.

But what about industrial equipment, especially heavy equipment? The way we service big machines is undergoing a renaissance, thanks to the same technology we use to enhance the consumer experience.

Will Big Data Analytics Fuel Dell's Renaissance? #DellWorld

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Michael Dell and friends are rocking Austin, Texas this week. The company best known for making “made to order” personal computers and servers has a boatload of well-established customers and the “freedom to be bold,” now that it a private company, said Michael Dell, the company’s founder and CEO.

When we hear the word Dell, the first words that come to mind are probably not big data, advanced analytics, machine learning or hybrid cloud.

But if you’re a business analyst who needs the powers of a data scientist, but doesn’t have immediate access to one …  or an enterprise that wants to leverage big data and advanced analytics to improve customer relationships and such … Dell may be your ticket. We kid you not.

Maritz Holdings Acquires Growing CX Provider

Allegiance Software is having a good year. It's grown significantly, with a 50 percent workforce increase to about 115. It's received citations from Forrester Research and a customer experience excellence award from Bruce Temkin.

Allegiance is transforming again, this time through a deal that will make it a part of a 900-employee, customer experience company.

Officials of South Jordan, Utah-based Allegiance announced today that the company has been acquired by Maritz Holdings Inc. Maritz plans to form a new company -- MaritzCX -- that will combine Allegiance and Maritz Research to offer customer experience software, data and research science, vertical market expertise and managed program services.

Q4/Q1 Planning: Top Marketing Technology, Social Business Conferences & Events (5-Nov-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: 7 Principles of Unified Content + Commerce

Join CMSWire and HP on November 13th for a one-hour webinar on generating better results through integrated ecommerce and CMS.
 

> Register Now

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What (Tech) to Wear to Improve Customer Experience

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The Internet of Things (IoT) has really begun to take shape over the past few years. Individual segments are being carved out and defined such as the connected home and office, IoT retail solutions, connected cars, smart cites, smart grids, and of course, wearable technology, to name a few.

Now wearable tech, which has made quite an impact on the consumer markets, is showing promise for enterprise use. 

How Big Data Can Make You a Better Marketer

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Big data is everywhere these days. Among other things, it's created some big expectations for marketing — especially when it comes to mining information. And while it may have the potential to change the game when it comes to data driven marketing, the reality is that it has yet to fully deliver due to a myriad of marketing methodologies clogging the funnel.

What does this mean?

Let’s back up for a minute. Before we can tap the results of big data, we need to examine the perspectives that are used to fill the funnel — growth and sales — and think about some of the fundamental shifts that are taking place. Then we’ll more clearly understand how big data fits in.

An Experience Design Primer - Service Design, UX, CX, DevOps

2014-05-November-Volcanoes.jpgA small eruption emerged on Twitter in response to my article that covered the Adaptive Path acquisition. At the root of it was a conversation about the differences and overlaps between user experience (UX) and service design. Patrick Quattlebaum, managing director at Adaptive Path and esteemed former colleague sat down with me to see if we could suss out the overlaps and distinctions between each approach.

The Danger of Believing in a 360-Degree Customer View

2014-04-November-Out-To-Sea.jpgWhen you’re at sea, you take navigation very seriously. The 360-degree arc of the compass is the tool by which you take a bearing and understand where you are going, especially when you’re out of sight of land. It’s a constant number that relates to the compass -- both the magnetic and gyroscopic compasses, if you’re on a ship.

It also refers to the way lookouts report the things they see -- always in relation to the ship, with the bow of the ship representing 0 degrees/360 degrees. Having a 360-degree view of what’s out at sea with you is critical to avoiding hazards, collisions and other unfortunate events.

In the context of CRM, that metaphor is frequently employed. Every vendor likes to claim that its application provides a 360-degree view of the customer, implying that no bit of customer information affecting selling, loyalty, support or marketing is not captured.

That metaphor is imperfect at best. And I’m not saying that because I spent six years at sea as a bosun’s mate.

Lose the Fat, Embrace Lean Portals

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In its recently published Magic Quadrant for Horizontal Portals, Gartner identified a number of trends.

Among the most important: the convergence of web content management (WCM) customer demands with lean portal functionality and social technologies. The concept of lean (as opposed to bloated) portals has gained traction recently, with lean portal vendors starting to work their way further up the Magic Quadrant.

Large vendors claim they can offer all the functionality an enterprise could want and more — what smaller vendors describe as "bloat." Lean vendors claim they can respond rapidly to changing business conditions and have enough functionality for any office or mobile worker.

Democrats Tweet, Republicans Like and Other Fun Election Facts

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To hear big data master Nate Silver tell it in his FiveThirtyEight column in the New York Times, today's mid-term election is a done deal.

Republicans are favored to win the Senate, he writes, putting their chances of doing so at 76 percent, according to FiveThirtyEight’s Senate forecast, which is principally based on an analysis of the polls in each state and the historical accuracy of Senate polling. (Pointed reminder Silver makes in his post: FiveThirtyEight called the 2012 election with its finding that President Obama had about a 90 percent chance of being reelected in 2012, Democrats had a 95 percent chance of keeping the Senate that year).

So! Now that that is settled, let's move on to other data points that are less universally known -- but still telling about the US populace and the industry's data-gathering prowess.

Listening Makes Technology (and Stuff) Work

2014-04-November-Listen.jpgMeg Bear, group vice president of Oracle Social Cloud, uses an interesting term when she discusses the role of listening in the customer relationship: humility. That doesn't come up often when discussing enterprise software, but Bear stands behind it as being a catalyst for a customer-centric business.

“Customers are trying to tell you what they want -- they’re giving you breadcrumbs. With humility and listening, you’ll be on to the right thing,” said Bear during a presentation at last month's Pivotcon.

What Celum's CEO Thinks About MarTech, E-Commerce, Retail

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If brands want to reach their target customers, perhaps they should pull up a chair with Michael Kräftner to see the errors of their ways.

As Kräftner told his audience at Celumium — a presentation that his company, Celum (pronounced SELL-‘em) hosted in Chicago last week — a customer has to recognize a brand 17 times before he or she remembers it. 

Now think of all the 27 million pieces of content, including images, words and jargon, that are shared each day and seen by customers (a statistic Kräftner shared during his presentation) — and you get the feeling that information overload is as much of the problem as brand consistency.

Acquia's Digital Experience Platform Gets Personal #AcquiaEngage

The customer experience train takes a pitstop in Boston with Acquia. Well, Acquia doesn't imagine the train stopping exactly.

Targeting the ever-increasing customer need to feel loved, Acquia this morning at its first customer conference debuted the "Acquia Platform," which company officials say upends proprietary, siloed IT models and brings together seven years of Acquia’s innovation around open source.

It's all about targeting customers' needs and desires through metrics like conversion, satisfaction and loyalty.

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