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Customer Experience Management (CXM) Articles

Customer Engagement is Usually a Sham

If you’re ripping your customers off, you can’t expect to design an experience to engage them. 

Week in Review: Cool CMOs + SharePoint Content Security

What's Hot at #SXSW
What you'll hear at the Austin conference.

Top CMO Qualities
Six things that make the leaders stand out.

Right Digital Path?
Evaluating the right questions in the digital workplace.

SharePoint Security Metrics
Nine ways to measure content security.

What to Do With File Shares
Keep, move, delete or archive?

Box's Bad Showing 
And what it means for the enterprise.

Choosing the Right Digital Experience Platform 
How to increase agility and reduce costs

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It's Official: It's Hard to Get All Your Technology to Get Along

Alexander Dumas unwittingly touched on a tech industry nerve when he wrote The Three Musketeers. Just think of the phrase the book popularized: “all for one, one for all.”

And if you've ever tried to integrate digital experience technology in the workplace, you understand just how significant this phrase really is.

The fact is that customers connect in many ways on many devices. All of this technology is different. That can cause incompatibilities and confusion, leading to a disconnect between customers and the companies they are seeking to engage.

But how can companies seamlessly integrate various technologies — and capitalize on that old dream of "all for one, one for all?"

Sitecore recently hired Forrester to evaluate the state of digital experience technologies. The study, “Firms Seek to Integrate Digital Experience Technologies To Drive Business,” found that many companies are still struggling to integrate disparate technologies.

Channel Marketing Blues Got You Down?

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Consistent, quality customer service is hard to come by. How often do you walk away from an interaction with a brand thinking “Wow, that was simple!” More often, it's “Why does it have to be so hard?”

Research shows that 89 percent of customers stop doing business with a brand after a single poor customer experience. Think about that -- pretty sobering, no? And many times bad customer experiences can be laid at the door of a disjointed customer engagement strategy.

Oracle Social Cloud Now Offers Instagram, Weibo Support

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Keeping track of social media conversations around brands is a moving target.

And it gets even more challenging as people extend their online presence to different platforms.

But Oracle claims more help is on the way. The Redwood City, Calif.-based company announced today that it's beefing up its Social Cloud with support for two more platforms: Instagram and Weibo.

Oracle Social Cloud’s Social Relationship Management platform will track engagement and analytics for Instagram. It provides the same support for Weibo, along with publishing capabilities.

News You Can Use: NetBase, Apttus, Bynder, More

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The latest in funding, quoting, enhancing, competing and updating from Saint Matthew, The Swinging City and Venice of the North, the Middle of the Mittenand Triple D.

Can RelSci Help You Build Relationships and Gain Customers?

It's all about who you know. At least that's the contention of Relationship Science — RelSci for short. The New York City-based company claims it leverages  relationship capital to help individuals and businesses access and connect with influential decision makers.

The platform has been described as everything from "a more sophisticated LinkedIn" to "a high-end social network for the elite."

In simple terms, it wants to help its users leverage their social connections to find pathways to rich and powerful people that can help them close deals, raise capital, gain customers and make better business decisions.

RelSci "gives you the information you need to be successful," the company boasts. "We bring science to the art of business relationships."

Your Buzzwords are a Buzzkill

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Buzzwords, especially in the high-tech industry, have got in the way of our ability to communicate. In a need-it-now age where every word matters, we’ve created an industry language that puts style before substance.

Acronyms, abbreviations and hybrids crowd corporate mission statements and product documentation, all in the name of saving time or standing out. And because jargon use breeds more jargon, this collection of buzzwords continues to grow.

Show Me the Money - Marketing Results You Can Prove

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CMOs have to prove their worth. They have to show value to the CEO, the board and the entire C-Suite. Showing results is not just important for career success, but for survival in general.

According to a study by Spencer Stuart, CMO tenure lasts under four years -- a significantly shorter time than most C-level positions. A CFO, for example, typically holds the position for nearly six years, and a CEO has an average tenure just over 8 years.

Additionally, CMO's compensation is increasingly being tied to results. So delivering results doesn’t just impact the company’s ROI, but also a CMO’s personal bank account.

Take a Peek: 3 Digital Marketing Innovations #AdobeSummit

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SALT LAKE CITY -- Adobe dropped the curtain and revealed some of its work in its digital marketing labs for the 6,000 attendees at the Digital Marketing Summit last night here at the Salt Palace Convention Center.

The demonstrations drew ooh's and aah's from the crowd -- even from comedian and musician Wayne Brady himself, the event's guest host -- but Adobe's not making any promises the technology will hit the streets.

"Sneaks demonstrations are a preview of the ideas and technologies percolating inside Adobe Labs," Adobe officials said in a statement, "and should not be viewed as a representation of product plans or features."

That said, the biggest hits -- if you're measuring that by crowd reaction -- were probably Adobe's work in Digital Asset Management (DAM), in-store customer mapping through mobile app tracking and big data analytics.

The Inside Scoop on Adobe Experience Manager #AdobeSummit

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SALT LAKE CITY -- There's something beyond the glamour, the food, the Grammy-winning bands and quips from Michael Keaton at the Adobe Digital Marketing Summit here. Many of the 6,000 attendees gathered at the Salt Palace Convention Center have an important job back home.

They manage Web Content Management Systems (CMS).

It's not as pretty as the sights here in Salt Lake. It's a technology battlefield of code development, implementation challenges and customization realities.

James Trinnaman knows this well. He's the solutions manager for The Church of Jesus Christ of Latter-day Saints in the Salt Lake area. He and his team implemented the Adobe Experience Manager (AEM) Web CMS in November 2013.

"Our previous CMS was home-grown based on other platforms," Trinnaman told CMSWire. "People who are doing the content for us wanted a simple way to standardize templates and take a little more control of ownership of publishing themselves so they weren't depending on IT to do so."

Q1/Q2 Planning: Top Marketing Technology, Social Business Conferences & Events (11-Mar-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: Navigate the Quickly Evolving Marketing Technology Landscape

Join CMSWire and EPiServer on Mar 18th for a one-hour webinar to discover what you might be missing in your digital marketing strategy

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Why You Can't Ignore Employee Engagement in Your CX Model

What if you could build your next product together with your prospective customers?

If you could, you would build precisely what they want. You would tailor it to their specifications and undoubtedly have a happy customer.

This simple principle lies at the core of our next-generation customer experience tools and the new look desktop views frontline Verizon employees use to serve our customers.

As an IT team, our clients are Verizon employees who set out to serve our customers everyday. Our shared goal is simple: Reduce customer effort.

Learn the ABCs of CMOs

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To be a CMO today, you need the ABCs -- agility, bullishness, and customer-centricity. The ABCs of a CMO are both for how to work internally with your team and peers as well as externally to build your brand and drive revenue.

Let’s take one at a time.

Tery Spataro: You Have to Know What Your Customers Want

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Tery Spataro is passionate about digital marketing. For 20 years, she's been providing strategies that define the role digital and technology play with the brand and in the life of the customer.

Her current title is director of research at ATOMdesign/STREAM Research in Scottsdale, Ariz., a product development and design firm. She oversees the method, strategy, identification of insights, analysis of data for product and marketing research to aid in the experience design process.

But if you ask her what she does, she's likely to put things much simpler.

"I bring digital and tech to life in the physical world," she explains on Twitter.

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