HOT TOPICS: Customer Experience Marketing Automation Social Business SharePoint 2013 Document Management Big Data Mobile DAM

Customer Experience Management (CXM) Articles

Did Forrester Get Its Digital Experience Wave Right?

customer experience, Did Forrester Get Its Digital Experience Wave Right?

If it hasn't sunk in yet for digital experience providers, let's remind them: Forrester sees no leaders in digital experience delivery platforms.

The results came from the research giant's first Forrester Wave for Digital Experience Delivery Platforms. So why no leader? 

CMSWire asked Forrester Wave authors Stephen Powers, vice president and research director, and analysts Anjali Yakkundi and Mark Grannan.

Choose the Right Path to Mobile

Thumbnail image for 2014-23-July-Maze.jpg

We're more than halfway through 2014 -- the year when mobile usage will surpass desktop computing -- but many marketers and technologists are still scratching their heads about the best way to create a satisfying experience for mobile customers.

"Mobile is going to be there all the time. It's going to be in your face. So, really, are you ready for that?," asked Fred Faulkner, director of marketing and digital strategist for ICF Interactive (formerly CITYTECH). During a CMSWire webinar yesterday, he fired off a series of questions to mobile minded managers on the call. (Watch the Webinar)

"Are we ready for the 2.3 billion people who are going to be using smartphones by 2017? Are we ready for the fact that, of the smartphone users today, 62 percent are expecting a mobile friendly website?," he asked.

Q2/Q3 Planning: Top Marketing Technology, Social Business Conferences & Events (23-July-14)

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.)

CMSWire Tweet Jam July 24: Omnichannel Experience Challenges & Practices #CXMChat

We'll look at the variety of ways to communicate and collect feedback from customers across multiple marketing channels.
 

> Register Now

sponsored item

What Television Can Teach Us About Digital Innovation

2014-23-July-Kevin-Spacey.jpgOn June 25, Aereo lost a huge battle in the Supreme Court which pitted established broadcast networks against the online streaming start-up.

A quick recap: Aereo is a company that lets consumers stream live TV over the internet. The Supreme Court shut them down for copyright infringement, saying Aereo antennas were redistributing private content without permission. The media is calling it the death of technological innovation in the television industry.

But here’s the thing: they're wrong.

Understand Your Customers with A/B Testing

2014-23-July-Choices.jpgImagine changing a flight or booking a hotel, comparing mortgage rates or researching healthcare providers. You’re probably thinking about specific websites that can help accomplish these tasks -- or maybe a search that could start the process.

Now imagine doing any of these things on a smartphone. Chances are it would take several false starts and -- if you were dedicated to the goal -- a lot of struggle before the job was done. It has little if anything to do with the screen size. Instead, it’s a reflection of design and content that doesn't match the contextual needs of the user. And it doesn't take an extreme example to illustrate this point.

Gigya Follows Janrain With New Social Login Data

Two competitors have released their perspectives on the most popular social logins. The statistics from Janrain and Gigya paint a picture that sometimes matches, but often does not.

Most recently, on the heels of a report on social logins from Janrain, Gigya released its quarterly report this week in the form of an infographic. In both, Facebook reigns supreme – but, underneath that social giant, the landscape gets more complex.

Canadian Marketers, Listen Up: Now Recipients Must Opt-In

digital marketing, Digital Marketing in this Country? Your Recipients Must Opt-In

American marketers may think they have it tough with the CAN-SPAM Act of 2003.

But maybe they should look to their northern neighbors.

On July 1, Canada's own anti-spam act became law. Canada's anti-spam legislation (CASL) puts marketing credibility to the test with a focus on opt-in for those receiving electronic marketing messages -- versus the "unsubscribe," opt-out nature of its American counterpart.

Sending out a commercial electronic message to a Canadian audience or from a Canadian entity? Then you must comply with three requirements: obtain consent, provide identification information and provide an unsubscribe mechanism.

It's like America's law on steroids.

Forrester Wave: No Leaders in Digital Experience Delivery

customer experience, Forrester Wave: No Leaders in Digital Experience DeliveryWho's driving the digital experience train today?

No one, says Forrester.

In its first Forrester Wave for Digital Experience Delivery Platforms, released today, analysts said no vendor offers a truly "end-to-end solution."

"Overall completeness and adoption" in this space is "middling," according to analysts.

Unified platforms are "more myth than reality," they wrote in the Wave.

Despite no leader, Forrester did cite Adobe and hybris (SAP) as "pioneers" that offer the most complete options while IBM and Sitecore "aren't far behind."

The Guy Who Believes in Disruption, Innovation and 'Memorable Stories'

Connecting with Bill Sobel

Jonathan Marks is a writer, broadcaster and researcher on a wide range of issues connected with the media.

And he has an interesting position: he "leads disruptive innovation" at Critical Distance, a creative guild of digital craftsmen and women based near Amsterdam, The Netherlands. In a more traditional sense, he is CEO.

But Marks just thinks differently. It's not quite clear what his objective was when he founded Critical Distance in 2003. But it doesn't really matter, because "last year, we rethought everything from the ground up. Why? Because routine is the enemy of change."

Today the company helps entrepreneurs "build, produce and keep really memorable stories."

"We inspire, guide and collaborate to build great companies. We specialize in digital strategy, cross-media productions, consultancy (at senior management level) and training the trainers," he explained.

Before founding the company, Marks was program director at Radio Netherlands. He led the development of online and mobile storytelling on projects in Latin America, South Asia and Africa.

Information Architecture: The Engine that Drives Retail

2014-22-July-Steam-Locomotive.jpgUnder pressure from pure play e-Tailers such as Amazon and eBay, brick and mortar retailers are scrambling to defend their businesses. To stay competitive, most have now added an e-Commerce channel. The challenge for many legacy retailers is that e-Commerce has involved a long learning curve and now mobile and web channels have become part of core functionality rather than a cutting edge addition to the brand.  Add to this that many traditional retailers still lack a core competency in the technical nuances necessary to compete effectively with the Amazons and eBays.

CX: It's Not Rocket Science But it's Still Hard

2014-22-July-Kennedy-Space-Center-Rocket.jpgThink customer service is a synonym for customer experience? Think again, suggests Alpharetta, Ga.-based customer experience (CX) consultant Jim Bass. "Customer service happens after the sale. Customer experience starts before the sale," he explained.

Bass stirred a lot of interest on LinkedIn recently with a post that explored the importance of pre-sale processes. The story got more than 15,000 views and 1,674 shares on LinkedIn.

This week, Bass talked with CMSWire to share more insights on CX — including the things companies tend to get wrong and the reasons why so many customer interactions are still so bad.

Nope, CX isn't rocket science. But it's not easy to get right, either.

Why SaaS Saw Its Biggest Revenue Gain Since Recession

2014-22-July-rodeo-rider.jpg

Software companies led by entrepreneurs with experience in building successful software-as-a-service (SaaS) organizations are thriving. They as much as double revenue growth year-over-year, a new software industry report finds.

In other words, those in their second or third rodeos in SaaS software fare well.

The findings are reported in this month's 2014 Software & SaaS Financial Benchmarking Industry Report, the eighth annual study produced by Boston-based OPEXEngine in conjunction with the Software & Information Industry Association (SIIA).

"Far more well-funded, venture-backed, companies are hitting their stride with growth rates of 50 percent to 100 percent year over year, than ever before," Lauren Kelley, CEO and founder of OPEXEngine, told CMSWire. "Many of these companies are being established by entrepreneurs who have already built one or two, sometimes three, SaaS companies before, and managed by executives with equivalent experience. These executives can get a new company up and running far faster than five or 10 years ago when SaaS was a new management discipline." 

Yahoo Buys Flurry to Personalize the Mobile Experience

July-21-2014-Marissa-Mayer.jpg

Yahoo CEO Marissa Mayer is intent on becoming a mobile-first company and when it comes to advertising revenue, let’s just say there’s room for improvement. Last week the company reported discouraging earnings of $1.08 billion in revenues, 4 percent less than for the same quarter last year. Display revenue, which Mayer hoped to raise, actually fell 8 percent.

And while companies in Yahoo’s position sometimes look for ways to solve their problems from within, Mayer prefers to shop. In slightly more than two years at the helm of the Internet pioneer, she has purchased blogging site Tumblr, social web startup RockMelt, social diary company Wander and technical recruiting firm Distill. Earlier this month, she bought RayV, which streams  high-quality video to computers and mobile devices

How’s that strategy working for you, Marissa? In any case, let’s hope that today’s purchase is a charm.

Master Customer Experience in the New Age of Retail

2014-21-July-Sales.jpgProviding a high quality customer experience is critical for retailers, no matter the sector or audience. Delivering on this goal means more success in sales and more repeat business.

But our ideas around what constitutes a high level customer experience have changed in recent years. In the pre-internet days, it generally meant attentive sales people available to help with in store requests. But in today’s connected world, it’s more often associated with quick page loads, easily navigable sites and rich media.

Getting Comfortable with Google Analytics

Not everyone is destined to be a Google Analytics expert, but armed with a little knowledge and access to a few standard reports you can learn more about your audience, their interests and how they engage with your brand.

Displaying 106-120 of 5413 results

< Previous 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 Next >