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Customer Experience Management (CXM) Articles

Location, Location: Your Risk of Fraud Is Tied to Your Address

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A new data point is emerging about online fraud and cyber risk that is giving the business community pause. Apparently location matters when it comes to victimization.

Two security companies — Forter in Israel and EnigmaSoftware in the US — have found certain cities and states have higher numbers of fraud perpetuated on their residents. Forter also found certain states tend to have a higher number of residents that actually commit this fraud.

Want to Engage Your Customers? Shift Your Digital Marketing Spend

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Marketers are adjusting their budgets and tactics to become more consumer-centric. But they need speed and agility to keep up with today’s demanding customers, according to a new report.

Leapfrog Marketing Institute, a unit of Evanston, Ill.-based digital agency Leapfrog Online, published the report, Evolving Strategic and Financial Plans for the Always-On Consumer (registration required).

It's based on a December survey of marketing and digital executives who all identified themselves as budget owners or budget influencers. More than 65 percent also described themselves as executive managers.

Week in Review: SharePoint Woes + The Future of SEO

SEO's Future Examined
And guess what? It's not SEO.

Why Lenovo Should Anger You
Superfish guts your computer’s security.

Six Key Facts about Windows 10
What you should say in the boardroom.

Road Ahead for Digital Experience
CMSWire Tweet Jam: CX Analyzed.

Hey, C-Suite, It's Your Fault
Blame them for SharePoint failures.

Are Remote Workers Sane?
Productive? Yes. Sane? Questionable.

Lean Content Marketing E-Book 
How to create content on a budget

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This Seattle Startup Wants to Calm the Angry Customer

Seattle-based Spot Survey wants to make friends with those angry, demanding customers who tweet, post and rant on social media. 

Well, not exactly. It actually wants to engage with the companies these customers patronize — and help them respond fast and effective enough to avoid the social, reputation-damaging rants.

It's a technology born out of a weekend technology competition in Seattle, where techies come to compete for quickest-churned product. Now Spot Survey has launched a platform designed to help businesses prevent bad online reviews by getting real time, actionable customer feedback. It primarily uses SMS (text messaging) and website URL technology.

"This product helps businesses scale and automate real time feedback collection," Andy Karuza, chief marketing officer and co-founder of Spot Survey, told CMSWire. "This helps business owners and managers save time and money because they don't have to organize and manually collect and analyze customer feedback."

But it can also save the brand's reputation, he said.

Doreen Lorenzo: What a Cat Herder Can Teach You About Leadership

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Doreen Lorenzo is a little quirky – and not just because she lives in Austin, Texas, the city that embraces weird like no other. Her eccentricity is mostly professional (with a nod to the fact she describes herself as a kitten herder on Twitter.)

But here is the bigger bit of quirkiness: From 2013 to 2015 Lorenzo was President of New York City-based Quirky, where she oversaw product development and operations for this fast-growing invention company.

Before that, she spent 16 years at frog design, a San Francisco-based product design and brand strategy company. For seven of those years, she was the company president, driving strategy, overseeing worldwide operations and delivery, and leading the design firm to record growth.

Beyond kitten herder, Lorenzo is a business leader, advisor to multiple start-ups and a strategic thinker. Her passion: "Helping creative people succeed."

Docurated Content Cloud Brings Sales, Marketing Together

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The discord between sales and marketing is alive and well, but a new solution is trying to put the two on the same page through relevant content. The right content can be the difference between making or breaking a sale. And while a number of technologies can deliver using manual input, Docurated released a solution this week which it claims can do so automatically.

According to Alex Gorbanksy, CEO of Docurated, Content Cloud sits in Salesforce and uses content input from existing repositories to automatically offer sales people -- even those who are mobile -- the right content to close the best deals.

News Bites: Acquia, Sisense, Adobe, More

The latest in rolling out, certifying, growing, succeeding, collaborating, partnering and connecting from Beervana, the Square Mile, the Puritan State, the Big Apple and the Grape State and Rubber City and the Capital of the South.

A Closer Look at Native Advertising

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Native advertising hit its stride last year. “Paid posts,” which gained popularity on new media platforms like Buzzfeed and Business Insider, started popping up in venerable publishers like The New York Times and The Wall Street Journal. And big brands have jumped on these sponsored content opportunities, including Dell and Shell, who have both invested in the creation of native advertising units within The New York Times.

How Technology Can Fuel Your Content Marketing #ContentTECH

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Marketers interested in learning about how technology can help with their content marketing efforts got a little help this week from the Content Marketing Institute (CMI) and ContentTECH 2015.

Hosted by CMI, ContentTECH is a one-day virtual conference, complete with live online sessions, a virtual exhibit hall, live chats, networking opportunities and even conference prizes.

Sessions and live chats covered topics such as developing unified strategies between marketing and technology, the role of content in delivering the customer experience and making sense of technology and humanity.

OpenText Digs into Analytics with B2B Network Integration

OpenText will be focusing a lot on analytics in the next few months, according to recent comments company Mark Barrenechea made in connection with the Actuate acquisition.

Last night, the Waterloo, Ontario-based software company lived up to that promise by announcing that it was adding analytics to its B2B integration network, Trading Grid. According to a statement from OpenText, the new analytics are for companies that are looking for deeper insight into their business processes and the ability to tweak those process with data rather than guesswork.

FCC Orders Title II Reclassification of Broadband Internet

By a 3-2 vote Thursday, the Federal Communications Commission has begun proceedings to adopt a new set of rules designed to give regulators greater authority in mandating how broadband Internet services can be classified and delivered by service providers.

“There are three simple keys to our broadband future,” said FCC Chairman Tom Wheeler in a public statement Thursday [PDF]. “Broadband networks must be fast. Broadband networks must be fair. Broadband networks must be open.”

Democrats on the Commission voted to follow President Obama’s suggestions on the net neutrality issue last November. On a party line vote, the FCC is ordering that broadband Internet service will be treated as a telecommunications service rather than an information service, as the law presently defines those terms.

That change in classification would, at least theoretically, permit the FCC to enforce mandates on how ISPs deliver broadband Internet service to their customers, as well as what measures ISPs will not be allowed to take to manage that service.

Under the terms of the Telecommunications Act of 1934, as amended in 1996, the FCC’s authority to determine so-called common carrier requirements only apply to telecommunications services such as long distance telephone.

After the FCC ordered Verizon to stop using unreasonable network management techniques deemed unfair to customers, a federal appeals court ruled in January 2014 that it could not apply Title II regulations to what the FCC had already classified a Title I service.

Who Wants to Be the 'Getty Images of the Instagram' Generation?

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A crowdsourced, stock-image platform launched today, aiming to connect advertisers and content marketers. Twenty20, a Marina del Rey, Calif.-based provider, wants to become the "Getty Images of the Instagram generation."

Backed by an $8 million funding round led by Canaan Partners, the company launches out of beta today with a "mobile-oriented, crowdsourced approach to stock imagery." 

"We launched Twenty20 in 2013 with the goal of connecting digital creatives in search of authentic, real-world imagery for their marketing and advertising campaigns with content from mobile photographers all over the world," Matt Munson, founder and CEO of Twenty20, told CMSWire.

"Mobile has changed the way we see the world, and creatives are looking for content that reflects this to their consumers. Original, user-generated content allows brands to better engage and connect with their audiences, and Twenty20 offers the largest catalog of that content."

CMSWire Tweet Jam: The Future of Digital Experience #CXMChat

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Providing a great customer experience -- piece of cake, right? You may think so, as it's been the hot topic for years now, but the reality has been a little more elusive. So what new trends are emerging as we tackle the digital experience and what customer experience practices should be retired? Find out at this Thursday during our "The Future of Digital Experience" Tweet Jam.

Why Your Business Needs Seamless Return Processes

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How well your business handles those returns may have a big effect on your bottom line.

“The customer's default mindset is that a return in any form is already an inconvenience, so a failed attempt can inflate the annoyance to the point where the shopper will seriously consider no longer shopping at a particular store," said Dennis Armbruster, a consulting managing partner at LoyaltyOne, a provider of loyalty marketing and programs.

The Future of SEO is Not SEO

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Search engine optimization, as all traditional definitions describe it, is going to become obsolete. And the change has already begun.

The Internet has always been a landgrab. It started with domain name poaching and infrastructure oligopolies. Then we moved onto gaming search engines. Which, in turn, created a whole industry, built on one basic premise:

Figure out how to make Google put you on the first page.

While that strategy was relevant for its time (and still mostly is), it’s not what Google ever intended. And it’s not what the future of the Internet holds. 

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