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Customer Experience Management (CXM) Articles

Publicis Acquires Sapient for $3.7B, Vows Digital Dominance

Publicis Groupe acquired fellow global digital agency Sapient for $3.7 billion today.

To put that into perspective, it's more than Oracle's acquisitions of Responsys and Eloqua — and more than Salesforce's purchase of ExactTarget

Publicis means business in the digital age. And the Paris-based global digital agency wants to take on the US and others by scooping up the Boston-based digital marketing specialist. It creates an $8 billion-per-year revenue powerhouse that will live off a new platform, "Publicis.Sapient," which will focus on "digital transformation and the dynamics of an always-on world across marketing, omni-channel commerce, consulting and technology."

“Sapient is a ‘crown jewel,’ a one of a kind company born in the technology space with strengths in marketing, communications, consulting and omni-channel commerce, all of which are equally important to best help clients achieve their digital transformation," Maurice Lévy, chairman and CEO of Publicis Groupe, said in a statement.

SaaS Support Best Practices: Passive, Proactive and Predictive

2014-03-November-Help.jpgAn essential part of creating a truly integrated and comprehensive SaaS customer support program is developing the capability to provide customers with the type of support experience they need, when they need it. Because of the nature of the SaaS service -- customers constantly interacting with the SaaS provider’s software solution to accomplish often mission-critical and time-sensitive tasks -- the SaaS vendor should be able to provide three types of support: passive, proactive and predictive.

Discussion Point: Are B2B or B2C Marketers Better at Digital?

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Each of them has an enormous challenge: reaching on the go, always-connected, but hardly-focused-for-longer-than-30-seconds customers.

Whether you're a B2B or B2C marketer, you're marketing in a digital world. And it's hard.

Some call them digital marketers. But we kind of like "marketing in a digital world," stolen from one of the great speakers at the Marketing Technology Conference in Boston in August.

So who's doing it better? B2B or B2C? 

Personalized Customer Service From an Unexpected Source

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Everybody likes to beat up on the airlines for customer service. Bad food was replaced with no food and reclining your seat may get you arrested. And yet it is airlines that have made some of the greatest advancements in customer service. They’ve done so across multiple channels by reducing the friction along the way.

How To Leverage Twitter Analytics

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I use Twitter on daily basis — so much so that I sometimes overlook how some people still struggle with understanding how to write a basic tweet.

Twitter has answered that struggle in launching Twitter Analytics, a dashboard suite. The dashboard is helpful in highlighting how well a profile is engaging with its followers, but is also supports the reach strategy for Twitter’s recent advertising services.

Here’s how reporting in Twitter Analytics can ensure that your social media strategy is effective.

Customer Satisfaction Is Not a Good Indicator of Customer Behavior

People are very bad at telling you what they do or why they do it. 

Week in Review: IBM Taps Twitter + A Good Buy for HP

Batter Up, HP?
Why EMC should sell Documentum to HP.

IBM Connects with ... Twitter
Strange marriage or brilliant deal?

On Fire at Work 
But not in a good way -- you're burning out.

Office 365's Social Business Vision
Microsoft continues to weave the web around Office 365 tighter and tighter.

Where's the Marketo, SAP Love
Forrester's showing little of it in its marketing wave.

Metadata's Super Cool
Managing data well can lead to value for your organization.

25 Ways to Turn Visits into Conversions
Personalization tips to boost conversions as much as 300 percent.
Read this eBook

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Getting to the Center of Customer Experience

2014-31-October-Center-of-the-Universe.jpgThink of the last time you had dinner at a four-star restaurant. Was the food well-presented, the wine pairings appropriate and the dessert tray enticing? Did you receive professional and attentive service? Was the ambience elegant, pleasant and soothing? And -- most importantly -- would you go back?

Your customers ask themselves the same sorts of questions after using your website or app, and your CMS -- how you manage and deliver content to your customer -- lays at the heart of their experience. It should be the core of your customer experience management (CXM) strategy. By placing the CMS in the keystone position, you can assemble information from multiple back office and third party sources to deliver compelling customer experiences across devices and platforms. And that's the whole game, right there. 

News Frights: Getting Social, Embarrassed and ... Scared

The latest in self-service, simplicity, the ties that bind, postscripts and things that go bump in the night from Hong Kong on the Hudson, the City that Knows How and the Fair City, Venice of the North and the Colonial Capital.

Breaking the Dam of Digital Asset Management for Better CX

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Is it just me, or is everyone and his mother dropping the phrase digital asset management (DAM) around as if it were big data or the catch phrase du jour?

The big consulting firms à la Accenture use it. Creative agencies have moved into the space. Social media representatives claim they do it to some degree. And we cannot neglect my personal favorite — the plethora of “technology services companies,” big and small, that are using it with clients.

It’s like a game of charades out there. Everyone can put on their own form of DAM for us to guess if it works, but ultimately, the ones who win are those brands that form deeper relationships and bonds with their customers. Said differently, what matters most is that retailers use all of their assets to their advantage so that customers and brands feel deeper connections with one another. 

Random Digital Biz Predictions: Tricks or Treats?

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Boo. It's trick-or-treat night.

For those who don't celebrate, it's that Oct. 31 tradition where people dress up in costumes and hypnotize themselves into believing that chocolate has zero calories. 

Kids knock on neighbors' doors, asking them, "Trick or treat?" The adults usually go with the treat answer and give the kids candy (of course, not the good candy. Adults save that for themselves for late-night snacking).

But the trick or treat thing is applicable to the digital business world, too. Predictions on marketing automation? Trick or treat? Larry Ellison "stepping down" and losing influence. Trick or treat? Big data vendors are awesome. Trick or treat?

We wondered. So we asked.

Hell on Deals, Vamp Attacks and Frightfully Good Marketing

2014-31-October-Happy-Halloween.jpgHalloween is arguably one of the greatest marketing successes of all times. From a modest holiday that provoked kids to raid their parents' closets in search of a makeshift costume, Halloween has grown to a spook-tacular extravaganza.

Mike Kercheval, president and CEO of the International Council of Shopping Centers, said this week that consumers have become more and more be”witch”ed with Halloween. According to an ICSC survey,  nearly three-quarters (74 percent) of US households plan to spend money on costumes, candy, decorations and Halloween-related items this year.

Eight out of ten households plan to spend the same or more than they did in 2013, giving the holiday an estimated $11.3 billion price tag for 2014. "This is good news for retailers because Halloween spending is considered non-essential or discretionary, so all signs point toward a similar consumer sentiment during the holiday shopping season," he stated in a blog post.

You gotta love Halloween ... Go ahead, click. I dare you.

Top Challenges for Multichannel Marketers #DMA14

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Two-thirds of marketers in enterprise companies fail to tightly coordinate campaigns across all marketing channels, and just 43 percent state that their marketing departments share common goals across channels, reveals new research released during this week’s Direct Marketing Association (DMA) Annual Conference in San Diego. 

The report (registration required), sponsored by Yes Lifecycle Marketing, was based on a survey of more than 300 marketing executives in large- and mid-sized companies, and found that organizational silos continue to hamper marketers from effectively implementing multichannel strategies.

IBM, Twitter in 'Landmark' Enterprise Analytics Deal #IBMandTwitter

2014-29-October-Budgie.jpgTweet this -- enterprise software met social media today in one of the first major business partnerships of its kind. 

IBM and Twitter have joined forces in the red-hot enterprise analytics software market.

The social media platform will integrate its data into IBM's Watson cloud analytics portfolio, customer engagement capabilities and consulting services in what company officials call a "landmark" partnership announced today at IBM Insight, the Armonk, NY-based technology giant's big data and analytics conference in Las Vegas.

Twitter CEO Dick Costolo told the Insight crowd today that no one matches Twitter's ability to deliver real time insights from the real world.

"And IBM brings a unique ability" to deliver analytics, complex systems and data together for deeper trends and insights, he added.

Forrester Shows Little Love for SAP, Marketo in Marketing Wave

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When you think "marketing cloud" you probably think Salesforce.com and Adobe — and for good reason. These two providers have solid offerings that stay competitive with a steady addition of new features, industry experts concur.

They are not the only game in town, though, as a new report on the sector from Forrester Research makes clear: users interested in other offerings might want to investigate SAS Institute, Oracle, Teradata and IBM, it concluded in its Forrester Wave: Enterprise Marketing Software Suites for Q4 report.

But the report was less enthusiastic about SAP and Marketo. These two providers, Forrester stated, "have work to do to catch up with the others."

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