Customer Experience Management (CXM) Articles

Formation of communities is one of the many ways that distinguish humans as social creatures. Communities generate and preserve a common set of value systems that are important to the group. This creates a sense of belonging, dedication and commitment essential to a successful community. 

Last summer, customer service provider KANA Software bought Ciboodle, a contact center provider. KANA had been focused on Web-based customer self-service, and Ciboodle on the agent. This week, KANA is releasing its new version of KANA Enterprise, which brings self-service and agent support together in one platform. 

Video technology provider Unruly today released an analytics dashboard bringing cross comparison analytic capabilities to video marketing campaigns.

It's spring cleaning time, and Microsoft has been busy with Bing. In October it launched six new apps for Windows 8, which it extended to Office 365 at the beginning of February. This week, it announced on the Bing blog that it is now upgrading those apps.

Analytics and digital marketing vendor Webtrends is building on its Streams technology with the debut of Action Center, the system's new home for putting real time analytics to use in remarketing campaigns (among other things).

Analysts live to measure things, so what better company to have at the eMetrics conference than the world's largest retailer, Walmart. They have terabytes of data to measure and learn from.

Gartner has just produced some new figures that appear to confirm that customer relationship management (CRM) will have a significant mobile presence by next year.

We all know how useful Customer Communities can be in today's customer focused world. This month's Tweet Jam will take a look at the best practices and challenges businesses face when attempting to engage with their customers through the use of communities. 

Web browser provider Mozilla is introducing the alpha version of “TowTruck,” a new open source service designed to ease online collaboration.

Companies today are acutely interested in becoming more customer-centric and increasing customers' lifetime value. One key way to deepen engagement with customers is by creating and cultivating a customer community, but many companies don't know how to develop a compelling community -- one that keeps customers engaged over time. 

In March, we mentioned that through a partnership with Fan Appz, SAP users will be able to develop more personalized and engaging social media posts and campaigns, which can lead to a better relationship and customer experiences with their targeted audiences. We had an opportunity to talk with the folks at Fan Appz about the state of social engagement. 

As a recent report documents, the left-for-dead newspaper industry is reinventing itself by developing new revenue streams that build on its local resources and, often, on digital media. Now, a major new effort -- the largest collective commercial effort by newspapers since the founding of the Associated Press -- is launching this week a new digital application and community based on reinventing the advertising circular. 

You know what’s cool about the evolution of the customer experience? That there are now firms that exclusively focus on it and help companies optimize the customer experience. As we know, the customer experience has always been; but it hasn’t always been a multi-channel digital experience. As a result, companies have struggled to keep up with the demand. Enter Tahzoo. 

We’re all online. And we’re spending more and more of our time there. Strategy must change because of online.

A Siri-like intelligent voice agent for business. That’s the idea behind a new cloud-based virtual assistant called Excendia, which startup Speech Mobility says makes business phone systems smarter and safer.