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Customer Experience Management (CXM) Articles

Are You Heading to the #AdobeSummit?

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SALT LAKE CITY -- Adobe will spotlight its Marketing Cloud and digital experience enhancements on a full stage here -- fuller than ever.

There will be record attendance at the annual Adobe Summit Digital Marketing Conference this week at the Salt Palace Convention Center. More than 6,000 digital marketers, technologists, e-commerce and omnichannel professionals will attend — about 20 percent more than last year.

There are good reasons for the record attendance. The $1 billion Adobe Marketing Cloud is getting kudos from top industry analysts at Forrester and Gartner. Both company's rated the platform No. 1 in their latest marketing cloud industry reports.

"We've talked about marketers needing to reinvent themselves last year," said Loni Stark, senior director of strategy and product development for the technology at the heart of Adobe's digital platform, Adobe Experience Manager. "We know that just doesn't happen. Reinvention is a journey around the customer journey. It's a personal journey, and we'll be talking about what that journey looks like and the future of digital marketing."

Goodbye Gigaom: You Made Tech News Sparkle

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For those of us who read and write about technology, this is a very sad day. Gigaom, which many of us know and love, has shut down.

We will miss it. We will miss the writers and their insightful, often entertaining, take on the news and the impact it might have on tomorrow.

Heads-Up Salesforce, SugarCRM Just Raised Its Data and Mobile Game

Maybe it’s out of respect for Salesforce’s 16th anniversary that the executives at SugarCRM kept their lips zipped over the weekend. But today they’re talking.

This morning the CRM startup officially announced that it has acquired mobile app maker Stitch.

It's the thinking behind the acquisition, rather than the acquisition itself, that should make Salesforce CEO Mark Benioff think hard.

Why You Can Probably Live Without a Shiny New Apple Watch

2015-9-March-dick_tracy_watch.jpgIt seems like we've been awaiting the Apple Watch for an eternity. But in reality it was just last September when Apple first announced the product.

Today the highlight of the Apple Live special event was the skinny on features and functions of the much-anticipated Apple Watch.

Most were nothing new. We were aware of the customizable face options and the ability to check notifications with a glance.

Even the digital health tie-ins were just moderately interesting. They were a large focus of original announcement. And although Apple provided much more detail today, the news was nothing unexpected.

What's New for You This March in Open Source CMS

Is open source the next big thing? At least that's what it seems, based on a burst of unrelated news in the past month. As CMSWire writer Miles Kehoe explained a few weeks ago, "Open source software has gone from quirky and free to mainstream for the enterprise."

Just think about it. 

  • Open Whisper Systems announced the latest iteration of its secure open source messaging app
  • Pivotal Software announced the Open Data Platform (ODP), an initiative that brings together GE, Hortonworks, IBM, Infosys, Pivotal, SAS, AltiScale, Capgemini, CenturyLink, EMC, Splunk, Verizon Enterprise Solutions, Teradata and VMware (and is open to other companies that want to join).
  • And SiteSupra, headquartered in Riga, Latvia, released its software as an open source CMS and development framework.

What else is going on in the open source world, specifically related to open source CMS? Let's find out.

2 Research Firms Think They Can Serve You Better Together

San Francisco-based Constellation Research and Digital Clarity Group of New York City have formed a "strategic alliance" to better compete with legacy research firms like Forrester and Gartner. 

The arrangement combines Constellation's strength in enterprise research and advisory work with DCG's brand and customer experience knowledge. 

It is not a merger, but a partnership that focuses on helping organizations on the buy-side.

"We feel like it's ripe for disruption," Scott Liewehr, CEO and co-founder of three-year-old Digital Clarity Group (DCG), told CMSWire about the research landscape. 

Do You Believe in Digital Experience Magic? #cxmchat

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No matter how many acronyms get thrown around, a few truths lie at the center of the digital experience: 1. it's complicated, 2. it's about to get more complicated and 3. if you're basing it on anything other than a customer-centric focus, it's back to the drawing board for you. 

During the future of digital experience Tweet Jam the participants debated the finer points of rip and replace approaches vs. incremental integration, the need (or lack therein) for standards and in general tested the boundaries of the 140 character limit. Read on for some highlights.

Do You Have What it Takes to Be a CMO?

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CMOs today require different knowledge and skills from those needed just five years ago. We are accountable for revenue and results and for crafting a compelling customer experience across the buyer journey.

Do you have what it takes to be the top marketing leader in your organization?

Week in Review: Web CMS Selection + Change for Windows Server

5 Web CMS Selection Tips
Know what's ahead.

Mobile Mistakes to Avoid
Listen up, CMOs.

Find the Right ESN
Which works best for you?

Stop Fixing Your Employees
Focus on strengths, new study says.

Gartner's Analytics Dive
Which platform is a winner?

Microsoft Innovates Windows Server
A "dramatic refactoring" is on the way.

Why Companies Are Integrating DAM & Online Proofing 
3 of the Most Commonly Cited Reasons

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Building Customer Communities with Yammer

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The last few years we've seen customer service evolve as social business continues its advance into mainstream business.

Online customer communities have changed the days of a customer calling a 1-800 number to get help or fumbling through a website searching for documentation. Online customer communities connect customers to a rich support community where your employees, technical specialists and customers collaborate to get help, solve issues and answer questions about the products and services you provide.

This approach transforms the way companies interact with and maintain customer relationships, and builds deeper connections.

Deja Vu: Salesfusion Names 2nd CEO in 18 Months

An Atlanta marketing automation provider that caters to mid-size B2B companies has a new CEO for the second time in 18 months.

Salesfusion named former Oracle tech and marketing executive Carol O’Kelley as its new chief executive this week. She replaces Christian Nahas, who was appointed Salesfusion's CEO in September 2013.

O'Kelley's appointment at a time when close to 2,000 marketing technology vendors are vying for market share. Nine-year-old Salesfusion is fighting for a piece of that pie. It has a thumbs up from at least one well-recognized analyst firm.

The Year of the Predictive Marketer

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Welcome to 2015: The Year of the Predictive Marketer.

In the year ahead, CMOs will need to not only build and foster teams that are data-savvy, but they will also need to embrace advancements in data analytics as core to their strategy and decision-making.

It’s not an option -- it’s a need for survival.

News You Can Use: Google Plus, Sitecore, More

The latest in splitting, marketing, certifying and questioning from The Land of Milk and Honey, the City of Spires, Rotown and The Harbour City.

Want Google Love? Then Make Your Site Mobile Friendly

No one has to tell you that mobile is one of the most important concepts in the digital landscape. Americans now spend 60 percent of their digital media time on mobile, according to comScore, an Internet analytics company.

If that's not enough of an incentive to persuade you to create a mobile-friendly website, consider this: Starting April 21, Google will again update its search engine algorithm.

This time, it plans to give higher preference to websites with mobile-friendly site elements than those sites that don't. 

Listen Up CMOs: Don't Make These 5 Mistakes with Mobile

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Mobile provides a golden opportunity for companies to forge genuine connections with customers.

According to Pew Research Center, 90 percent of American adults own a cell phone, and many of those people are attached to their device. Sixty-seven percent of cell phone users check their phone for messages and alerts even when they don’t hear a ring or notification, and 29 percent say their cell phones are something “they can’t imagine living without.”

Devising an effective mobile strategy that capitalizes on this phenomena requires balancing data-driven insights with creativity and technologies. Together, these can create a transformative customer experience.

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