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Customer Experience Management (CXM) Articles

That Anonymous Visitor Is Your Next Great Customer

2014-10-November-Fake-Mustache.jpgPersonalization is critical to your business -- we can all agree on that. But when it comes to rolling up our proverbial sleeves and getting down to getting personal, the conversation veers into choppy waters. Why? It’s a simple enough notion.

Compare digital personalization tactics to the local corner store from decades ago. Remember the butcher who held the special cut of meat for a favorite customer? Or the clerk who knew I wanted the next comic book in the series? That was personalization in the pre-Internet days but, even though the landscape has changed dramatically, the rules really haven’t. We, as marketers, just have infinitely more to work with -- and even greater demands than a pound of sirloin.

Obama, the FCC and 2 Perspectives on Net Neutrality

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The White House and President Obama dropped the hammer on the Federal Communications Commission (FCC) yesterday, pressuring the FCC to introduce rules that would strengthen protection of the "Net Neutrality" concept for consumers.

Is this something that should thrill supporters of a free and open web or just more spin from an administration looking for positive press? In this CMSWire Point/Counterpoint, we'll look at both sides of the issue.

Newcomer Bluetrain.io Claims it's a 'True Cloud CMS'

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Officials at startup web content management system (CMS) provider Bluetrain.io claim their platform shakes up the cloud CMS world.

They're so confident that they boast they can take on the Acquias, Pantheons, Sitecores, Drupals and WordPresses of the world. In an interview with CMSWire, Bluetrain.io officials said their CMS platform is better because it's a multi-tenant, multi-client, multi-brand offering and the first multi-site cloud CMS that's natively responsive.

The platform is the brainchild of Web CMS veterans who have worked on the most popular systems in the world, said Steffan Berelowitz, CEO and co-founder of Cambridge, Mass.-based Bluetrain.

"What innovation we can bring to CMS industry?" Berelowitz asked. "Most platforms were never designed to be multi-surface and multi-screen but most were designed as single instance architecture and never benefited from massive scalability of the cloud."

Love Fest for Big Data ... in Pittsburgh

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If you attended the Pittsburgh Technology Council’s recent conference on big data, you most likely were corrected at least once on pronunciation: not Day’tuh (long A) – but Da-ta (short A). Otherwise the joke of the event name wouldn’t work – “I Love It When You Call Me Big Data” – taken from the rap song of a similar name.

Pronunciation aside, there was a lot of big data trends and best practices to digest at the all day summit last week. The summit encouraged attendees to explore strategies and technologies surrounding real time data processing, data protection and privacy, industry regulations and compliance, and data storage.

Analyzing Social Media? You're Doing it Wrong

2014-10-November-Chatter.jpgThe days when brands had complete control over their positioning are long gone. Consumers can now impact the shaping of a brand, particularly through social media. Brands follow what consumers are saying, where they are saying it and how deeply certain themes permeate the overall conversation on social media -- but taking action from this information isn’t as easy as it seems.

Brands often count numbers without understanding context. They focus too much on one channel while ignoring all others, or fail to gauge the collective opinions of the crowd. Instead they focus on a few overly positive or negative mentions, and stay too caught up in the moment to observe trends over time.

Each of these faux pas is easy to commit, and every one of them can have profound consequences. But it doesn't have to be that way.

What the French Taught Me About Customer Service

2014-10-November-Bread-Shopping.jpgBefore moving to Paris, I heard horror stories about how rude the French were and readied my family for the difficulties we would experience. But during my four years there, I came to see the French as the purveyors of the best and worst customer service I ever experienced.

France is a country where customer service is an economic imperative as they claim title to being the most visited country in the world with more than 85 million annual visitors and with tourism representing 10 percent of GDP. The French government has tried several campaigns to promote great customer service to increase tourism.

That's only half the battle. Being the right customer and adjusting expectations is what transformed my customer experience in France, and created new levels of loyalty for me with companies large and small alike.

What's New in November for Open Source CMS

It's been a, well, interesting month for free and open source content management systems (CMS) communities.

Thousands of websites running Drupal, one of the world's most popular open source CMSs, may have been compromised by a "highly critical" security flaw. But Imperva, an IT security firm, claims attacks against WordPress, the world's most popular CMS, are even more prevalent.

Jahia named the ever mobile Kevin Cochrane — the former CMO of Mindjet, the former CMO of Open Text and former vice president of digital marketing at Adobe — to its board of directors. But no one, including Cochrane, has yet addressed his abrupt departure from Mindjet. Could Cochrane be planning to relocate from San Francisco to take up an office and deeper role with Jahia in Paris?

Ghost, a relatively new CMS created by John O’Nolan — former deputy head of the WordPress user experience team — continues to wow critics who, for obvious reasons, keep comparing the platform to WordPress. O'Nolan, meanwhile, who funded the project with a $300,000 Kickstarter campaign, just keeps creating. His recent efforts extend to creating a company culture. We'll let him explain: 

We’re very much trying to choose our culture and make it one that we’re proud of. We encourage open and frank debate, but always with civility. ... Recently we also published a set of clear community guidelines. The crux of it is pretty straightforward: Don’t be a dick."

With that in mind, let's take a look at what's new in free and open source CMS this month.

Kana Adds a Social Network to Its Call Center Toolbox

2014-07-November-Tangled Wire.jpgIt can't be easy to work in a call center, listening to gripe after gripe from customers. When they can't solve the case, agents tend to put customers on hold while they get help from managers or experts.

Kana, the customer service software company acquired earlier this year by Verint, claims it is making that job a little easier by adding an internal social network into the 2014 version of its flagship contact center software, Kana Enterprise, which rolled out today.

The social network, called Activity Streams, isn't the only improvement. The company also enhanced ways to direct known callers to specific agents, to monitor call queues, to conduct multiparty chats and to share screens with customers, according to Kelly Koelliker, director of product marketing.

Your Content is a Promise to Your Customers

The content an organization publishes online is increasingly contributing to how customers regard that organization’s brand. 

How to Become a Best-In-Class Content Marketer

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B2B marketers with documented content marketing strategies consider their organizations more effective at content marketing, and can better track ROI over those with verbal or no strategies, according to the latest research by the Content Marketing Institute (CMI). 

And although an encouraging 83 percent of B2B marketers have a content marketing strategy, only 35 percent have it written down, which means that a majority of those surveyed are missing out on the benefits that come with being a Best in Class B2B Content Marketer, the research revealed.

The study, 2015 Benchmarks, Budgets and Trends – North America, was sponsored by Brightcove and conducted in conjunction with MarketingProfs.

Week in Review: Social Jam for Smucker's + Microsoft and Dropbox

Pictures Rule
Visuals make all the difference for some important business tasks.

No Jelly for You!
Lessons learned from Smucker's Facebook fail.

Leadership Moves for Jive 
The enterprise collaboration software provider has a new president. 

Lacking Social, Mobile 
Enterprises use social and mobile to improve customer engagement, but not productivity.

Game Over?
With Microsoft and Dropbox connection, is it over for the rest?

Microsoft Cool Again?
Has Office 365 brought back Microsoft's swagger? 

Data-Driven Content Marketing
3 key tools to stop wasting your content dollars.
Download the White Paper

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DAM Shopping? Use These Criteria to Find the Right Vendor

2014-07-November-Filters.jpgThe number of DAM vendors on the market can be overwhelming. There are hundreds of DAM vendors, many of which provide very good solutions, which can make it hard to choose the right vendor for your organization. Start by developing the project goals and the key problems to be solved and then filter, filter, filter.

Sitecore's New Experience Database Collects, Connects Data

To borrow a phrase from defending Super Bowl champion coach Pete Carroll, Sitecore was "pumped and jacked" at its annual conference in September when it previewed Version 8 of its web content management system (CMS).

Meanwhile, it quietly released a softer update, Sitecore 7.5, which introduces an Experience Database (xDB) that is designed to help end-users make immediate use of customer data.

"The big change  with 7.5 is the ability to collect and connect customer experience data at scale," said Mark Floisand, vice president of marketing for Mill Valley, Calif.-based Sitecore. "When I say collect and connect I mean gathering information from both within Sitecore and other systems. We're aggregating that information down to the individual level so marketers are able to effectively have a single view of the customer."

Technology Can Help Humans Sound Human

2014-07-November-Free-Hugs.jpgIs it too much to ask a customer service rep to sound human and, more importantly, to treat the person on the other end of the line as a fellow human?

It may sound like a simple request, but too often the forces in the customer service universe can easily undermine an organization’s efforts to deliver an exceptional, personalized experience.

News Bites: Releasing, Renaming and Growing Revenue

The latest in toolsets, interfaces, focus, growth and predictions from the Jerseys, the City of Notions, the Gold Coast, the Warrior King and San Jo.

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