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Customer Experience Management (CXM) Articles

Is Google Launching A Wireless Service?

UPDATE: Yes, it's official. Google launched its own wireless service, aptly named Project Fi.

Google will leverage its new technology to “intelligently connect you to the fastest network whether it's Wi-Fi or one of our partner LTE networks.”

What’s interesting about the new service is that it will transition service between wireless and Wi-Fi networks so that you’re always connected in the least expensive way. And this is Google’s responsibility, not yours. (I say this because I have the Wi-Fi option on my phone right now, but after receiving a Wi-Fi alert, I have to manually OK the switch).

On the Fi Basics plan ($20 per month), customers get unlimited domestic talk and text, unlimited international texts, “low cost” international calls, Wi-Fi tethering and coverage in 120 plus countries. The data prices are $10 for 1GB, $20 for 2GB, $30 for 3GB and so on. So, a plan with 3GB would cost you $50/month. If you don’t use all your data, you get money back for the portion you didn’t use.

Google reports there’s no annual contract required.

What’s somewhat unique about the service is that, once you connect your number to Google Hangouts, you can talk, text, and check voicemail via any screen that supports it, regardless of what device the person on the other end is using.

There’s more information in yesterday’s story below.

Where You Need to Be in Coming Weeks (22-April-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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SugarCRM Jumps on Customer Journey Bandwagon

Halfway through the first day of SugarCRM's SugarCon conference, the company announced a new iteration of its platform, Sugar 7.6.

Features that seem have impressed the crowd (hat tip to Jeremy Cox, Mitch Lieberman and Brent Leary among many others) include the customer journey mapping and advanced workflow.

Alcatel-Lucent Helps You Add a 'Phone' to Salesforce

A funny thing happened on Alcatel-Lucent’s way to breaking ground on its Rapport Communications-as-a-Service platform.

To the surprise of many, even within the organization, it completed its under-the-radar negotiations with Nokia, in a deal which may bring the caretaker of Bell Labs under the wing of a newly empowered management team with a score to settle with the world.

Rapport is now available today, and for the first time is being offered directly to enterprises as a kind of application in itself — not an end-to-end, single-vendor, locked-down solution. It’s not just the telephone as software, but the entire network.

Who Leads in Multichannel Campaign Management?

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Gartner made one change when it evaluated the leaders in its latest Magic Quadrant for Multichannel Campaign Management.

The Stamford, Conn.-based research firm upgraded Salesforce from a visionary to a leader.

Salesforce joins five leaders from the previous MQ — IBM, SAS, Teradata, Oracle and Adobe -- which analyzes vendors that promise to be multichannel marketing providers.

Gartner named SAP a challenger and cited Marketo and Sitecore as visionaries.

Ten vendors made it into Gartner's niche players quadrant for Multichannel Campaign Management (MCCM): RedPoint, Microsoft, SDL, Experian, Selligent, Infor, Pegasystems, Zeta Interactive, Pitney Bowes and AgilOne.

Grab Your Pitchfork: It's Time to Skewer Someone on Social

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How are we supposed to get any work done with all the drama on social media?

It's downright exhausting. Every day there's someone new to judge and vilify, which we collectively do with the vengeance and rage of the villagers in Frankenstein.

I'm not talking about people who have committed truly horrible acts of inhumanity and cruelty, like that Texas veterinarian who put an arrow through the head of a neighborhood cat — and boasted about it on her own Facebook page.

I'm talking about the ill tempered and the foul-mouthed, the anger impaired and the sensitivity-challenged, the seriously naïve who either didn't know or didn’t think anyone would care that their butts or bellies or bosoms were on display in that too tight, too short, too small article of clothing.

I'm talking about people much like me and you who simply had the misfortune of having their stupidity immortalized on social media.

And the whole thing has me and others, including Peggy Drexler, an assistant professor of psychology at Weill Cornell Medical College in New York City, wondering:

Is this unhealthy "us and them" mentality coloring our perspective of the world? Do we feel "better than" by sharing the latest story of someone's bad behavior? Now take it one step further: Could these feelings of superiority and underlying lack of respect for other people be sabotaging our commitment to customer-centricity, at least subconsciously?

Big Dogs Trail in Forrester's Social Relationship Wave

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Some big software players jumped into Forrester Research's hearts for platforms that help digital marketers make the most out of social media.

But they're not the leaders.

In its Wave for Social Relationship Platforms for this quarter -- targeted at B2C marketers -- the Cambridge, Mass.-based research firm tabbed Oracle and Hootsuite among its most significant providers in the space. Those organizations did not make the cut two years ago.

They join Adobe, Expion, Falcon Social, Salesforce, Percolate, Shoutlet, Spredfast, Sprinklr and Sprout Social as significant providers in the Social Relationship Platform (SRP) space.

Forrester evaluated vendors with at least 100 enterprise SRP clients whose average deployment includes at least 25 seat holders.

"One of the things we looked for in our evaluation was vendors’ ability to automate key SRP functions," Forrester analyst Nate Elliott wrote in a blog post today. "We know -- automation remains a dirty word in social media. No brand wants to repeat the automation-driven mistakes of Coca-Cola or Bank of America. But marketers say one of their top social challenges is hiring and training enough qualified staff. In this environment, the greatest value that social relationship platforms can offer their clients is lightening their workload." 

The Key to Analytics for the Masses

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When organizations discuss how to drive value from big data, they often focus on improving the customer experience through big data analytics. But they face a challenge here: Many of the employees who actually interact with customers are not sophisticated consumers of analytics.

Cashiers, call center agents and front line sales people rarely have analytics backgrounds or skills. And these same employees usually have little desire to dive into analytics.

So what’s an organization to do?

Where Multichannel and Omnichannel Selling Diverge

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Wikipedia's editors removed the omnichannel retailing entry and redirected it to multichannel retailing in early March. What prompted the move? The editors didn't see a clear difference between the two.

Retail isn't the focus of Wikipedia's editors day-to-day jobs, so a clearer definition is obviously in order. But if the folks at Wikipedia are unclear where the two diverge, there are probably people involved in B2B and B2C today who don't understand the difference as well.

Week in Review: Web CMS Mistakes + Collaboration Chaos

Web CMS Disasters
11 easy ways to kill your project.

Future of Content Marketing
Good content writers = obsolete?

Down, Collaboration Boy! Down!
How to tame the chaos.

Too Much Collaboration?
Maybe it's not enough leadership.

Let Go of Your Content
Good times to purge.

I'm Not PowerShell Worthy
But Jeff Hicks sure is.

The Forrester Wave™ for Web CMS, 2015 
Adobe and Sitecore lead a strong field of WCM vendors

Download the Wave

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Does the Apple Watch Signal a Post-Browser World?

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The pre-orders are in, launch day is set and the Apple fanboys are lining up. On April 24 the Apple Watch will officially be available to the public.

But the fanboys aren’t the only ones watching out for this launch -- marketers are keeping their eyes on the Apple Watch too. It's billed as “an intimate and immediate communication device" which, for any marketer, suggests a goldmine of opportunities to connect with consumers on a device that is literally attached to them during most hours of the day.

News You Can Use: Yammer, Celtra, Neustar, More

The latest in stories, audiences, flows, text, standards, missions and security from Albion, Shawmut, The View, The City and Shallow Alto.

And Then Alcatel-Lucent Said, 'Hello, Nokia'

If a buyout deal was truly in the works between Alcatel-Lucent and Nokia for a while now, as certain folks have retroactively predicted in recent hours, then the timing of yesterday’s deal announcement came as a shock at least to some at Alcatel-Lucent. 

The French global telecommunications equipment company had every intention of launching a new communications-as-a-service cloud platform called Rapport, speaking about it with CMSWire in depth.

Now the word CMSWire has been given to describe this launch is “delayed.” 

Not “cancelled,” which is a positive signal for A-L employees who may very well still be in shock over yesterday’s merger news.

Trapit Takes On LinkedIn with Social Selling Platform

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Social-selling platform provider Trapit wants to help companies deliver "relevant and engaging" content to employees and manage sharing through social channels.

The company debuts a new platform today that combines Trapit's content discovery and curation technology with the employee advocacy tools it gained in the merger last December with Addvocate, officials said.

Trapit's CEO said it's a platform that can take on LinkedIn, which also released a similar solution.

"The key to this space is content," Hank Nothhaft Jr., CEO and founder of five-year-old Trapit, told CMSWire. "No matter what features a platform has built, if you don’t have the ability to deliver great content, you’ve got nothing. I’d argue that the winner in this space will be determined by their ability to source quality content that is highly relevant to each user it serves."

PostUp: Our Email Is Better Than Yours

Email is the best marketing channel. So why not exploit it?

That's PostUp's thinking -- and today it announces an integration company officials claim will work better than anything else.

The email marketing provider has partnered with an email data platform to help its clients manage campaigns, optimize deliverability and analyze results within a single UI "with no technical effort."

Austin, Texas-based PostUp joins the Return Path partner program to bring its clients capabilities that include seed testing, render previews and device detection.

Officials at PostUp called email the "highest ROI of any digital channel."

They said their platform is designed for high volume senders and particularly suited to enterprise publishing, media and entertainment companies. 

Keith Sibson, vice president of product and marketing at PostUp, told CMSWire Return Path is a great fit because it is the "undisputed leader in email deliverability tools and intelligence," a fact Yesmail may dispute. He further claimed PostUp is the first Email Services Provider (ESP) to offer a "comprehensive integration of the Return Path tool set, fully baked into the email platform."

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