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Customer Experience Management (CXM) Articles

The State of the State of Community Management Report

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The Community Roundtable released its first State of Community Management (SoCM) report in 2010. And in the ensuing five years, the report (and the discipline that it covers) has matured from a collection of disparate practices to a set of measurable competencies with proven business value.

While many community managers still face challenges identified early on -- most notably underfunding of projects -- they now have a set of tools and benchmarks by which to gauge progress, set goals and measure success.

Q1/Q2 Planning: Top Marketing Technology, Social Business Conferences & Events (18-Feb-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: Personalize Digital Experiences

Join CMSWire and HP on Feb 24th for a one-hour webinar to explore the trends and best practices of personalization in digital customer experiences.

> Register Now

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Why Small Businesses Should Tap the IoT

The Internet of Things (IoT) is big and getting bigger.

Fueled by some incredible buzz, the IoT is driving big data analytics and helping companies make some big money in the process. Almost every day a new startup bursts onto the scene with a new IoT product or service. 

Given all that, it should come as no surprise that major players in tech like Google and Apple have committed some significant resources in staking their claim to a slice of the IoT space.

So it’s hardly a shock when we hear about massive tech companies like Samsung are equally eager to make major investments in this sprawling opportunity. But just because IoT has a firm footing in large enterprise doesn’t mean that smaller businesses are out of luck.

How to Get Customers to Not Hate Self-Service

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Self-service portals are springing up everywhere.

Some customers love them, while others shudder at the thought of involving a database in their problems. At the same time many companies are doing a poor job of implementing self-service or avoiding it altogether for fear of driving customers away.

It doesn’t have to be this way. By understanding the potential benefits of a well-integrated self-service portal, you’ll be able to make sure yours doesn’t suck (and even pick up some new customers in the process).

So why consider a self-service portal?

Manufacturers Stand on the Cusp of a Big Data Boom

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Despite what the hype surrounding big data might lead you to believe, the widespread existence of data is not a new concept, nor has there been some sudden "aha!" moment when decision makers realized that data could be put to use to better their businesses. Data -- and lots of it -- has always existed, and companies have always understood that it has value. There just wasn’t a whole lot they could do about it.

That is, of course, until the development of so-called big data technologies -- a wave of new tools that make it possible to store, integrate and analyze data more efficiently and affordably than ever before. These technologies have transformed data analysis from a cost-cutting mechanism into a primary vehicle through which companies make money and find new revenue streams.

When people talk about the power of big data, they’re really talking about this transformation. And perhaps no industry is a better embodiment of it than manufacturing.

Fortune Favors the Bold: Vendor Strategies in the IoT Age

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One day in the not too distant future, people will look back and say, “Do you remember when things weren’t connected?” In much the same way that smartphones reshaped not only what we thought possible, but also what we took for granted, the Internet of Things (IoT) will dramatically change what we do, how we do it and what we expect.

How Twitter Could Win the Social Media War

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Twitter's had a pretty busy 2015 so far. Just look at the data-sharing deal with Google and the acquisition of Niche, a content creation platform for the creative community.

However, the social network is still having trouble attracting users, according to some business analysts. Although it beat Wall Street's revenue expectations, it fell short of its expectations for monthly active users by 7 million.

Can Twitter really win the social media war?

We Need a Measure for Customer Effort

What the text of a particular link means to someone will be influenced by the task they are trying to complete. 

Make Your Brand Stand Out in a Crowded, Multichannel World

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For a long time, the big brands had it relatively easy. Advertise, buy shelf space, sell stuff. Then came the Internet.

With the rapid growth of global e-commerce, some of the biggest brands have found themselves challenged. Myriad new competitors offer good value at a lower price. Consumers have the option of switching brands with a click. Travelers can find the lowest airfare with a quick search.

Landor Associates has helps companies re-postition themselves in this new age, including household names like Levi Strauss, Rolex, Hanesbrands, Macy's, P&G and Old Spice.

Week in Review: Digital Marketers Revisit Print + Big Data's Wicked Smart

Oracle-Responsys: One Year Later
Digital marketing integration looms.

Still Love for Print?
Should digital marketers rethink print?

Risk Takers, Problem Solvers
Recognize the visionaries in your midst.

Let's Go Calendaring
Microsoft buy will help "reinvent productivity."

Big Data Gets Smarter
Small versions of the big stories in the space. 

IBM's Revamped Partner Program
Big Blue shuffles the deck with new approach.

5 Tips for Faster Website Launches 
Because the Whole Process is Too Darn Slow

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Fed Cybersecurity Summit: Assessing Risks, Looking for Solutions

Here’s something to think about the next time your team crafts an email marketing message. "About two thirds of cyber attacks start with an email," said Patrick Peterson, founder and CEO of San Mateo, Calif.-based Agari, a security solutions provider.  

Email is the foundation of digital, added Agari CMO Kevin Cochrane. "And the more we go digital, the more we put ourselves at risk. I think people are just realizing. It's a problem that needs fixing — now," Cochrane said.

In a conversation with CMSWire today from the first ever White House Summit on Cybersecurity and Consumer Protection on the Stanford University campus, Peterson and Cochrane said it was time to acknowledge the potential risks of the Digital Age.

While Peterson cautioned that there was no reason to panic about the growing threats of cybercrime, he stressed that it was time to face facts, accept reality and "be mindful" about potential dangers.

"In a digital, connected world full of stronger and stronger adversaries, the risks are extreme," he said. One of the biggest risks, he added, is a collective loss of trust in the digital economy.

How Google Webmaster Tools Improve Your Search Strategy

When a favorite toy is taken away from a child, the child cries. Digital marketers may have imagined their toyless inner child crying when Google revised the keyword data availability in its Google Analytics search reports.  

But since that time Google has worked to make marketers happy again, releasing reporting alternatives in its Webmaster diagnostic tool. Once again marketers can inspect links and search queries relative to a website, and develop an effective search and content marketing strategy. 

Co-Creator of Net Promoter Score Releases New CX Platform

The Redwood Shores, Calif. company that helped create the Net Promoter Score this week released an insights platform designed to improve customer experience programs.

Officials at cloud-based provider Satmetrix boast that the new product, Satmetrix NPX, puts a customer-centric view at the center of its software through the introduction of a "Customer Graph." Officials touted the Graph's single, integrated view of the customer journey that maps customer feedback directly to corresponding data.

The new platform offers a view of the "entire customer journey" by using high-volume, high-frequency customer data sets, according to company officials.

News Bites: Slack, e-Spirit, Website Governance, More

The latest in growing, implementing, semantics, retooling and superstitions from the Golden City, the City of Notions, The Bull City and the Land of Hope and Glory, the Monumental State and friggatriskaidekaphobia … the state of fear.

Relationship Expert Andrea Syrtash on Love, Sex & Personal Branding

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The hearts … the flowers … the throngs of perplexed men at the corner pharmacy, agonizing over a Whitman's sampler or a Hershey's Giant Kiss. It can mean only one thing: that most beloved and most dreaded of all Hallmark holidays, Valentine's Day, is near. 

So who better to turn to for real life advice on love, sex, romance — and marketing and social media strategies — than Andrea Syrtash, a dating and relationship writer, online broadcaster and author.

She is the author of He's Just Not Your Type (And That's a Good Thing) and Cheat On Your Husband (With Your Husband), co-author of It's Okay to Sleep with Him on the First Date: And Every Other Rule of Dating Debunked and editor of two more.

She has shared her advice in more than a dozen relationship books, on numerous popular websites and on hundreds of media outlets including The View, The Today Show, CBS This Morning, The Wendy Williams Show, On-Air With Ryan Seacrest, VH1 and CNN. She's also hosted multiple on-air shows and represented several popular brands, including Skype, Movado and MSN Living.

Let's just say she's an expert on love, romance … and personal branding.

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