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Customer Experience Management (CXM) Articles

Think Only Marketing Owns Customer Experience? Think Again

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Customer experience management usually lands in the laps of the marketing team. After all, they’re the ones who are responsible for fostering the relationship between the brand and the customer.

The idea that customer experience is exclusively a marketing problem is a little shortsighted for any business. For the multichannel retailer, it’s flat out incorrect.

Survey: Marketers Will Be Revenue Generators in 3 to 5 Years

We said last summer marketers are a paranoid bunch. Will I go extinct? Does my work even matter?

We think a lot of that holds true today. 

It's all going to change, though. Marketers in the next three to five years will matter -- even to their organization's bottom line.

In a survey of nearly 500 marketers and CMOs conducted by Economist Intelligence Unit and Marketo, four of five marketers said their companies will classify the marketing function as a revenue driver.

That's a good thing considering right now more than 68 percent of marketers feel that the rest of their company views their department as little more than a cost center.

"We feel the rise of the marketer is echoing our marketing-first world," said Sanjay Dholakia, chief marketing officer for San Mateo, Calif-based Marketo, a marketing automation provider. "And 75 percent of marketers see themselves in the next three to five years as the owner of the customer journey and customer engagement over their lifecycle. That really speaks to notion of transformation in marketing and the rise of the marketer."

Can Advertisers Reconnect With Cord Cutters?

Advertisers are struggling to reconnect with cord cutters — people who have abandoned cable and broadcast television in favor of online streaming services.

While TV advertising is in no real danger of going bust any time soon,  a new report shows that Internet ad revenues now surpass those of broadcast TV.

As a result, it's become more challenging to get advertisements in front of over-the-top (OTT) content viewers who have shifted to the screens of mobile devices. OTT refers to delivery of audio, video and other media over the Internet without the involvement of a multiple-system operator in the control or distribution of the content.

But Rick Miller, vice president of customer insights at Networked Insights, said this shift also presents opportunities for advertisers who can align their TV media buys with the right online programming faster than their competitors. “We expect the profile of the 'typical' OTT viewer to change a lot as the segment matures, but today these consumers have distinct habits,” he said.

Rev Up Your Content and Mobile Customer Experiences

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Congratulations. Your organization is moving down the digital transformation road with content and mobile strategies. There’s no turning back.

But are you exceeding audience expectations with a variety of digital, human and hybrid touches? If you’re unsure, your organization’s content engine -- or a more advanced stage known as a Culture of Content (CoC) -- might need oil or an overhaul.

How to Story-Sell without Annoying Your Customers

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Creating online experiences that are content-rich as well as easy to transact have become a holy grail for marketers and merchandisers alike.

Apple Profits Pop With iPhone 6 Sales at Home and Abroad

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Apple isn't breaking a sweat over slipping iPad sales: iPhone sales are making up the difference.

In fact, it sold 74.5 million iPhones in the past quarter, some 12 million more than predicted. And that helped generate the largest profit in Apple corporate history: $18 billion on revenues of $74.6 billion.

Apple's cash pile is now $178 billion, which means that if it was in the right frame of mind, it could buy IBM ... although IBM actually isn’t all that appetizing.

Q1 Planning: Top Marketing Technology, Social Business Conferences & Events (28-Jan-15)

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.)

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3 Ways to Fight Retail Fraud Without Alienating Customers

Retailers' have a dilemma whose solution will require the most careful of balancing acts.

On one hand, consumers expect to have online and mobile payment technologies available as they increasingly shop from their mobile devices. Indeed, one key recommendation by experts to increase sales is to make the payment process as seamless as possible.

Yet, these technologies directly lead to fraud for the retailer – fraud on the part of their own customers (aka friendly fraud) and from hackers of the ilk that have attacked Target, Home Depot and scores of other stores.

Hence the dilemma. But reading though the lines of two reports chronicling these trends, the barest outline of a solution for retailers begins to emerge.

Managing Digital Experiences with DNN's New Evoq 8

With today’s release of Evoq 8, the latest iteration of DNN’s web content management suite, digital marketers will find it easier to personalize their site content, view and act on real-time visitor stats, and access cloud-hosted digital assets from anywhere, the company claims.

“From a marketing solutions perspective, on the one hand are traditional web CMS for content publishing and on the other hand, there are now more nascent solutions from young companies rooted in predictive analytics, personalization, and content marketing,” said Navin Nagiah, CEO and president of DNN, in a press release.

“Marketers are desperate to bridge that gap. With Evoq 8, we will be one of the few companies to straddle both worlds and deliver measurable ROI to customers.”

The Value Exchange Equation is Shifting

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Marketers are hungry for customer data. Every piece of information about a customer and their interactions with a brand helps marketers create complete customer profiles and guide the ultimate strategy behind the sell. From methodically timing each touchpoint with a potential lead, to personalizing digital content on a website to show each unique visitor what they’d most like to see, the link between data and marketing decisions is undeniable.

But this data isn't always readily available, and customers are hesitant to provide brands with the personal information needed to create this free exchange of profiling and personalizing. The reason is simple -- customers don’t see the value in sharing data.

PhotoShelter Launches DAM Solution for 'Companies of All Sizes'

New York City-based PhotoShelter is expanding from a photography website to provider of a targeted digital asset management (DAM) solution. It describes its newly launched product, Libris, as "a highly affordable, feature-rich system" designed to help companies of all sizes "efficiently and securely" organize, manage, access and collaborate with their visual assets. 

PhotoShelter CEO Andrew Fingerman said Libris addresses the visual content marketing needs of companies and organizations that are struggling to manage and capitalize on their time sensitive digital image assets.

"We know visual content is often spread around the organization, sitting on hard drives or partially-shared networks (think Dropbox) which prevents an organization from being able to use them quickly and seamlessly -- let alone to ensure the right images are being used in the right places," he told CMSWire. 

If You Build an Online Community, Will They Come?

2015-27-January-Cat-Birdhouse.jpg"If you build it, they will come." This worked for Kevin Costner in "Field of Dreams," but when it comes to creating an online community to drive better engagement with your customers, it's not that simple.

Around the Global Community in 24 Hours #CMAD

On Monday’s sixth annual Community Manager Appreciation Day (CMAD), people from around the world immersed themselves in 24 hours of pure community management wisdom.

During the live Google Hangout, hosted by My Community Manager, community experts from across a variety of industries and geographies presented 24 sessions on topics such as determining whether your business is ready for a community, how to humanize your community, how to drive community engagement, how to handle a social media crisis, and the importance of employee advocacy.

Here’s a quick wrap up of a few of the day’s sessions, as well as a look at CMAD’s reach across the globe.

A Slimmer SDL Takes on the CXM Gorillas

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Sometimes less is more, as SDL claimed yesterday when it chopped its customer experience (CX) suite down to four parts from seven while boasting it now has the only global-ready CX suite.

SDL's Customer Experience Cloud V2.0 consists of Digital Experience, Knowledge Center, Customer Analytics and Language.

The strategy, which was first reported by CMS Wire in mid-November, plays off SDL's products in language to distinguish the US- and UK-based firm from bigger competitors on both sides of the Atlantic.

IDC Sees Steep Climb to Optimized Customer Experience

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If 2014 was the year when marketers added "customer centric" to  their vocabulary, this should be the year many of them turn those words into actions. 

But how? To help, IDC Research has published a MaturityScape report that presents a five-step process to go from the first tentative stage to optimizing the customer experience (CX). Sound simple? Actually, it's a pretty steep climb.

"Some of them are on the journey, and it's more about how to get started," said Mary Wardley, IDC's vice president for enterprise applications and CRM software. "This is to give them some sort of roadmap."

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