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Customer Experience Management (CXM) Articles

Teradata Acquires Mobile Marketing Automation Platform

Teradata scooped up an Israeli mobile marketing automation provider in an acquisition officials said gives Teradata's marketing cloud applications direct, two-way contact with the mobile devices.

Teradata's acquisition of Appoxee closed last month but was announced publicly today. Appoxee's brand will be retired, and its solutions integrated into the Teradata Integrated Marketing Cloud beginning immediately. It will also be integrated with the Teradata Digital Marketing Center.

"Appoxee adds several additional mobile capabilities to Teradata’s portfolio," Michael Lummus, director of strategy for digital markets, told CMSWire. "These include mobile push notifications, in-app messaging, data collection, analytics and optimization. This acquisition gives Teradata’s applications direct, two-way contact with the mobile devices that connect billions of global consumers with brands."

Digital Start-Up Top Dog: Symphony Commerce #nrf15

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The retail industry has a top dog among digital commerce start-ups.

Symphony Commerce won the first annual Digital Commerce Startup Competition, the National Retail Federation announced today at its 104th Annual Convention and EXPO. Better known as the NRF BIG Show, the four-day conference wraps up tomorrow at the Jacob K. Javits Center.

Symphony, run by CEO and co-founder Harish Abbott, received the title at the New York City-based exposition -- in the same city where retail was celebrated by this same organization for the first time more than 100 years ago.

10 Things Online Retailers Must Do in 2015

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The 2014 holiday shopping season brought online commerce to new heights, with double-digit growth in US online sales on both on desktops and mobile devices.  Remember that shopping behavior tends to encompass more than one channel -- consumers usually hop between brand touch points before they push the buy button. Consider a shopper who adds a product to her shopping cart while browsing on her desktop, then abandons the purchase only to pick up her mobile phone. Retailers must offer a seamless and consistent shopping experience across desktops and mobile devices in order to set their brand apart.

Sitecore, Microsoft Partner to Bridge Physical-Digital Divide #nrf15

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Omnichannel is the new black. That’s the buzz we’re hearing from the National Retail Federation’s (NRF) BIG Show in the BIG Apple this week.

But the chatter is not just about omnichannel. It’s also about the wins that integrating brick and mortar and digital can create, like guiding a customer to the store that has — in stock — the exact product (even the right size) he has been checking out online. In other words, it’s getting the right products and the right offers to the right people before they abandon their virtual and/or physical shopping carts, change their minds or look for something else to buy someplace else.

To do this you need to know what a customer is doing on each channel. And not just that: You also need to know what’s happening with your goods and services. This kind of data is best gleaned from customer relationship management (CRM) and enterprise resource planning (ERP) systems. Without the latter, you may not be able to deliver what the customer wants to buy and is willing to pay for. And when that happens, you not only miss a sale, but risk losing a customer as well.

It’s to avoid these kinds of problems and to create experiences that engage customers that Sitecore introduced Sitecore Commerce 8 powered by Microsoft Dynamics yesterday. The new solution bridges the gap between in-store and digital experiences.

Fractal Analytics Buys Mobius Innovations From an Old Friend

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Continuing its quest for hyper-personalized marketing tools, Fractal Analytics announced today it bought Mobius Innovations to better understand the thinking of mobile customers.

The acquisition reflects a deal between two former partners: Fractal CEO Srikanth Velemakanni and Mobius CEO Nirmal Palaparthi. The two men co-founded Fractal 14 years ago. Terms of the transaction weren't disclosed.

Palaparthi left Fractal in 2012 to start Mobius in Singapore. The company developed a platform called Contextudio, which blends social media data, geolocation technology and sentiment analysis to produce intelligence about consumers. It also developed a mobile delivery app for iOS devices that could create personalized offers in real time.

Adobe Campaign Enhances Marketing Integration

The integration trail for Adobe Campaign continued this week as the San Jose, Calif-based software giant announced new capabilities for the technology it acquired a year and a half ago.

Today's announcements aren't bringing home entirely new concepts, but officials say they make things easier for digital marketers catering to retail prospects.

"We had the analytics integration in October, and this is the second step in a string of integrations we're working on," said Kerry Reilly, director of product marketing for Adobe Campaign, one of the company's six pillars in the Adobe Marketing Cloud. "This time we've got a good handful of integration pipes we're building between our solution that allow easy transformation of data and communication."

Apple Watch, the IoT and Major Changes in Communication

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Who could have predicted how widely and wildly the Internet would evolve when it was conceived more than 45 years ago?

In a relatively brief time, it's grown from a few connected computers at select universities that only a handful of individuals knew how to operate to a globally connected network that has become engrained in the daily life of the vast majority of the planet's population.

Though the Internet has improved upon a great many things, none is more dramatic than communication. Today the Internet or its underlying technologies facilitate many of the methods that people use to communicate, at least in some part. But evolution is dynamic, and while the advances in communication facilitated by the Internet have been tremendous, there is always room for growth and improvement.

In fact, there is a significant possibility that the augmentation of the Internet through the Internet of Things will advance global communication even further.

Facebook's Grasp on Social Login is Slipping

The company that rules the social login has a leg up to dominate e-commerce, online advertising and a slew of other profit-oriented activities thanks to the data this activity can yield.

It's no small matter, then, that Facebook — which has long been the top platform for social sign-ins — is now showing signs of losing some of its market share.

So says a new survey by Janrain, which found that Facebook's overall market share of logins decreased 3 percent in the fourth quarter of 2014 after six months of consecutive growth. Meanwhile, Google's share of logins grew 6 percent, from 34 percent in the third quarter to 40 percent in the fourth.

It is a significant increase, Janrain claims — it is, in fact, the largest quarter-over-quarter increase in logins across all sites for any of the top identity providers in over two years.

Marketing Tech Landscape: 'Inspiring, Frightening' [Infographic]

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Almost 2,000 technology demos and requests for proposals. Why not? Your team can handle it.

The landscape for marketing technology has exploded in the past year, nearly doubling to more than 1,800 software vendors.

Scott Brinker is the guy who's chronicled this tech climb. He's the author of the Chief Marketing Technology Blog, organizer of the Marketing Technology Conference and the co-founder and chief technology officer for Boston-based ion interactive. 

But he may as well be the Godfather of Marketing Technology, the man who has boldly gone where no other marketing tech industry person has gone -- diving into this crowded landscape and discovering a space as crowded as sardines.

"It's somewhere between wonderfully inspiring and downright frightening," Brinker told CMSWire.

The State of B2B Customer-Alignment Maturity

“If you don't know where you're going, you'll end up someplace else.” -- Yogi Berra

This pretty much sums up the customer-alignment journey of most companies. Companies know their survival depends on aligning strategy, culture, partners and processes to their customers’ lifecycle expectations, but the end state is often fuzzy. And fuzzy mean the path to get there is equally unclear.

Think Your Customer Experience Is Perfect? Test Again

2015-12-January-Test.jpgBusinesses, and the people who power them, easily fall into routines. Once we find a process or program that works, we stick with it. Routines bring predictability and stability, but if they go unexamined or fail to incorporate feedback, they can get in the way of providing exceptional customer experiences.

Outdated routines fail to address the changing business landscape, and assume that what was true in the past remains true today. Customer experiences are rarely perfect. However, by injecting testing into our culture and processes, we get closer to understanding what today’s perfect customer experience may be.

Advertising and Marketing are Broken: How Do We Fix Them?

So much advertising and marketing is based on false promises and exaggeration. This sort of corporate propaganda is facing an increasing backlash. 

Week in Review: DAM in 2015 + Information Governance

Looking Through DAM Lens
Two views: DAM's goals in 2015 and beyond.

Where the Mobile March Leads
Time to catch up -- and mobile comes first.

Simply Irresistible?
Microsoft wants to be the digital go-to.

Making Social More Social
Social needs a little face time.

Call for Strategic Governance
Information management needs governance.

IT -- College Degree Required?
What are the educational prerequisites for tech? 

Buyer's Guide: Selecting a CMS that Supports Your Business 
Key insights and current trends to guide you through the buying process.

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IgnitionOne: We've Solved the Major Mobile Marketing Challenge

Marketers rely on cookie-based attribution technology to gain insight about customers on desktops. But they need better sources of information on mobile — and New York City-based IgnitionOne claims it can help.

IgnitionOne just debuted MobileAssist, a solution that helps marketers track cross-device conversions. IgnitionOne President Roger Barnette said MobileAssist solves a major mobile marketing challenge: determining how mobile advertising has supported conversions and sales.

Contact Center Fraud: 3 Things You Need to Know

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While the media has focused its attention on the seemingly never-ending data breaches that occurred over the past year, another type of fraud is on the rise again, threatening customer loyalty and wallet share of financial institutions and businesses in similar high-risk industries.

According to an infographic by NICE Systems, 90 percent of fraud cases involve at least one interaction in the customer contact center. In addition, after becoming a victim to fraud, 40 percent of customers close their accounts with their financial institution, and an additional 40 percent reduce their wallet share.

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