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Customer Experience Management (CXM) Articles

MarTech Realities: Integration, Build vs. Buy Decisions

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More people are talking about digital marketing technology. And that means more numbers.

We started the year with this "inspiring," "frightening" number -- 1,876, or the number of marketing tech vendors out there.

Today, we continue to the conversation with another number: 50. That's 50 as in the percentage of digital marketers who favor a marketing cloud suite -- the same number who like a best-of-breed solution approach.

That's the finding of the Winterberry group, which interviewed more than 50 advertisers, marketers, publishers, technology developers and marketing service providers last fall. Marketers, the research found, are evenly divided when it comes to the build vs. buy debate.

Medallia Resolves to Prevent Recurring Customer Problems

Medallia's all for closing the loop on customer complaints. But it doesn't want to seal the deal there.

Business cliches aside, the customer experience provider out of Palo Alto, Calif., today released Medallia Resolve. Officials said it will help companies find the root causes of recurring customer pain points so they can be addressed at the source of the problem -- and never happen again.

It's learning what "caused you to close the loop in the first place," said Sam Keninger, senior director of product marketing for Medallia.

"No one else is going to be able to aggregate the postmortem root cause en masse across a distributed customer base," Keninger told CMSWire. "That's the key. Having all of your distributed employees type in the workflows they took and the actions they took and be able to aggregate that up with all their customer experience data."

Joomla's Latest Offering: An Option to Build Free, Hosted Sites

The Joomla open source web content management system (WCMS) community announced a new website-building offering today.

It's launching Joomla.com, where users will create and build freely hosted Joomla websites. Joomla partnered with SiteGround, a web hosting company who has built the server infrastructure that will accommodate the free Joomla sites.

CMSWire Tweet Jam: Differentiating via Experience and Commerce #CXMChat

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Online retail grows more competitive by the day. Customers expect the same experience, whether it's in store, on the web or in a branded app. Companies that want to remain competitive are turning to a marriage of content and commerce to deliver the ultimate customer experience. So, what does doing this well look like, what challenges are involved and where is there still room for improvement? Join in to discuss during our first Tweet Jam of 2015.

Q1 Planning: Top Marketing Technology, Social Business Conferences & Events (21-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.)

You're Invited: Security and Compliance in the Cloud

Join CMSWire and M-Files with Doculabs tomorrow for a one-hour webinar to better protect your information in the cloud and ensure compliance.

> Register Now

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Digimind, Hootsuite Partner in Social Listening Tool Ecosystem

Who's talking about me, what are they saying and what should I do about it?

This is a software space now -- one Digimind jumped into one year ago.

This week, Digimind became the latest social listening provider to integrate with Hootsuite in a partnership officials said helps marketers by combining social listening capabilities (Digimind) and engagement features (Hootsuite).

"It allows users to identify the conversations about their brand that matter, such as customer complaints, bad reviews or potential customer opportunities with sentiment analysis and potential audience," Jerome Maisch, product marketing manager for Grenoble, France-based Digimind, told CMSWire. "From there, they can respond to customers accordingly and publish on multiple channels in real-time." 

Are You Ready to Compete on Customer Experience?

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Friends of mine were remodeling their master bath. After searching for a claw foot tub in stores and online, they found the perfect one that fit their space. It was only available for purchase on the retailer’s e-commerce site, they bought it online.

When it arrived, the tub was too big. The dimensions online were incorrect. They went to return it to the closest store, but were told they couldn't -- because it was purchased online, they had to ship it back.

The retailer didn’t have a total customer relationship view or a single view of product information or inventory across channels and touch points. This left the customer representative working with a system that was a silo of limited information. She didn’t have access to a rich customer profile. She didn't know that Joe and his wife spent almost $10,000 with the brand in the last year. She couldn't see the products they bought online and in stores. Without this information, she couldn't deliver a great customer experience.

Put the Tech Back into Tech Shows

CMSWire Op-Ed

It was sometime after Neil Young, Ariana Huffington and Al Gore had finished their bits on the Dreamforce stage. The speaker now was Eckhart Tolle, the most spiritually influential person in the world. But I wasn't feeling it.

I surfaced from the windowless basement of the Moscone Convention Center and found a cool gray October morning had turned into a warm, sunny afternoon. Hundreds of conference attendees lounged around an artificial-turf park on top of San Francisco's Howard Street. I watched two techies play ping-pong as Tolle's voice boomed from a nearby jumbotron.

That's when it hit me: In the world of big tech shows, the "show" now overshadows the "tech."

Optimizely Claims 'Breakthrough' in Online Testing Platform

Optimizely, a website optimization platform, just released what company execs describe as an innovative capability that breaks from traditional statistical methods. 

The platform -- Stats Engine -- adds to the company’s experience optimization platform by delivering test results that are "always valid" and "freed from the limitations of traditional statistical analysis," officials at the San Francisco-based provider boasted. Pete Koomen, co-founder of Optimizely, said Stats Engine "represents a breakthrough in the world of online testing."

Developed in collaboration with statisticians at Stanford University, company officials said Stats Engine relies on innovative approaches in statistical analysis. Combined with the company's own algorithms, it allows customers to interpret and act on data quicker "and more confidently than ever before," the company noted.

Stats Engine "propels statistical analysis into the Internet age," a company spokesperson told CMSWire.

From 0 to 1000 in a Month: One Online Community's Story

Shortness of breath during a routine walk. A chronic cough or continual wheezing. The need for supplemental oxygen. These are common symptoms of chronic obstructive pulmonary disease (COPD), a condition that affects approximately 24 million Americans.

That number doesn’t count the friends and family members who help care for those affected. If walking to the corner store causes shortness of breath, then chances are that loved ones will need to accompany you to assist with routine tasks.

Signs on the Road to Digital Analytics Maturity

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There's a danger when we turn to competitive analysis to compare progress against others in the same industry. If you're in an industry where digital transformation is slow in coming, or digital analytics are considered "new," you'll never have an example to follow because everyone's trending at the same slow speed. We've already seen how competitive analysis can act as a distraction when coming up with digital strategies. So when we took the first pass at the data from the EY Digital Analytics Benchmarking Survey, we kept this idea in mind.

People are People, Not Users

Empathy is an essential skill for those who design and manage websites and apps. It’s hard to have empathy for a user.

The Emotional Value of Data: 5 Critical Actions to Take

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Emotional consumption has recently been identified as one of the social trends shaping how we live and work – now and in the future.

“The shift to emotional consumption has huge implications for employers and marketers,” wrote Marc Emmer in a LinkedIn post. Emmer is a strategic planning consultant and author of the book, Intended Consequences.

“In a time when we are blitzed with thousands of messages daily on multiple devices, people have a hunger for an emotional connection. Watch for shifts in marketing messaging to greater emphasis on empathy and community.”

Discussion Point: Are Trade Shows Worth the Cost?

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They're crowded, noisy, informative, exhausting and sometimes fun and profitable. But trade shows are also very expensive at a time CMOs need to show a strong return on investment (ROI) on every marketing dollar.

Once they were the place where vendors launched their latest products and business managers came to write big checks.

Today, most product launches take place outside of trade shows, digital marketing drives year-round conversions and marketers buy qualified leads as a commodity.

Week in Review: Don't Fear SharePoint + Windows 7 Support Ends

No More Windows 7 Support
Are you scared?

Emotional Intelligence Meets CX
Businesses will start to feel more human.

Don't Fear SharePoint
Don't worry about customizing SharePoint.

Listen to the Consumer -- in Apps
What enterprise apps can learn.

What's Coming in 2015 for Cloud
Four views on where we're going. 

Know What Your Employees Share?
Better get a handle on it.

 

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