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Digital News & Analysis

E-Spirit CMS Promises to Improve User Experience

Content is still king. With the version 5.1 release of its FirstSpirit Content Management System (CMS), e-Spirit re-affirms its commitment to that principle.

Good content means good customer experiences, and good customer experiences helps to retain customers, the company maintains.

Adobe Users: Full Day's Work Lost in Login Lockout

customer experience, Adobe Users: Full Day's Work Gone Due to Login LockoutTom Edwards had deadlines to hit. Clients to answer to. Money to make.

He couldn't get any of it done when Adobe's software crash last week locked out him and the rest of its million users from its online subscription service.

"The login failure meant that we could not complete scheduled workloads for three of our customers, all of which had updates and changes to be made to their websites, one business critical, as well as finish design mock-ups for another client," said Edwards, founder & director of Digital Edwards, a Berkshire, UK-based creative and marketing agency. 

Customer-Centric and Easy to Use is the New Business Model

Truly customer-centric companies will dominate the Internet Age. 

Alibaba, a Chinese Internet company, is about to go public in the US. It is expected to raise more than the Facebook share sale.

According to the BBC, “The total value of merchandise sold on its platforms last year was more than that sold on Amazon and eBay combined.” Alibaba has 72 percent of mobile commerce in China.

This Week: More DDoS Attacks + EMC, Documentum Partnership

Take Web Cover!
DDoS attacks are getting stronger, faster, bigger and smarter

IBM's CX Platform Examined
Marketers aren’t the only ones involved in marketing. That’s why IBM deployed a new customer experience platform.

Happy Customer, Happy ROI
This is your new ROI: start by improving the client experience through the employee experience.

Collaboration Justification
Are there any good examples of a business justifying its social collaboration investment in clear financial terms?

Layoffs or No Layoffs?
SAP this week tells us no "massive" layoffs are planned. But there will be some layoffs

Match Made in Heaven?
EMC and Documentum officials say they are a good fit, but it's not the whole story.

6 Factors for Choosing the Right Marketing Tools
Practical insights into the customer journey and how these impact your choice of tools.
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Bad Time for an IPO? Don't Tell Zendesk

2014-16-May-Zendesk-IPO.jpgIf anyone tried to convince Zendesk cofounder and CEO Mikkel Svane that now was the wrong time for an enterprise, SaaS company to go public, it’s good he didn’t listen.

Yesterday the company’s shares opened for trade on the New York Stock Exchange, under the ticker symbol ZEN, at $9 each -- directly in the middle of its projected $8 to $10 range -- and ended the day at $13.43, more than 49 percent above where they started.

It’s estimated that the cloud help desk provider raised $100 million which it will use to build on its success and accelerate its growth.

IBM Marketing VP Adds Color to Big Blue [Video]

2014-16-May-colorful-socksThere was a time when most IBMers wore uniforms of pin-striped suits, white button-down shirts, rep ties and wing-tipped shoes. Now there's a lot more color — in speech and dress, thanks to the leadership of executives like Tami Cannizzaro.

Cannizzaro is a vice president of marketing in the industry solutions division at Armonk, N.Y.-based IBM. She embraces social media, thinks of herself as a brand advocate and credits her employees for being smart enough to share appropriate information about themselves and their company.

"I always hear people say 'I don't have time for social media.' What I tell members of my team is that I prefer then to be active advocates for our brand, making sure they are aware of what's happening in the industry, rather than answer their 200 emails from internal type activity."

"It's really important, especially for large brands, to use social media to be active and keep their hands on the pulse of what's happening, especially in marketing. As a marketer, the landscape is changing very, very quickly. It's important to stay fresh and really understand how to use social, because it's a very powerful tool."

Social Media Apps for Marketing, Software Updates and More

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And now, the news. Google improves Behavior Flow visualizations, Glip unveils a new messaging app for businesses, HipLogiq offers a social marketing app and a new survey looks at social media as a customer service channel.

Plus, Corveo updates its version for Sitecore and Acxiom acquires LiveRamp.

Are You Playing Whac-A-Mole With Customer Experience?

Are You Playing Whack A Mole With Customer Engagement?We've all heard that the customer is in charge: They're calling the shots and managing their own destiny. The role of vendors has been relegated to a supporting and enabling one. It’s all about the customer and the only thing that matters is their perspective.

CEOs and management teams agree on these points on an intellectual level, but emotionally, the new reality is a hard one to swallow. In the good old days Sales was the key to customer’s success. Having that level of influence is hard to let go of.

Shutter the Sales Funnel

Shutter the Sales FunnelAs form publishers find they are able to ask for less and less personal information (and get away with it), some panic, thinking they're losing the best, cheapest lead stream they know. And, without a doubt, they are. This article continues that discussion started in Free Me From Your Website Forms, but from the perspective of the marketer who now needs an alternate solution.

Professional marketers reading this will likely take one of two positions: They’ll panic at the idea of shuttering the tops of their sales funnels or they’ll see the writing on the wall and think, yep, this is exactly the way things are going.

Free Me From Your Website Forms

2014-14-May-Pawn-Shop.jpgHow much would it cost me to buy your name and email address? You probably don’t have a figure in mind but you negotiate the worth of your personal information every time you submit a website form.

These 5 Companies are CX Innovators

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Last week we asked you to dust off your prediction skills, weigh some odds and take a shot at guessing the winners of the 2014 CX Innovation Awards. Now it's time to find your ballot: We know the winners.

Just yesterday, the Customer Experience Professionals Association (CXPA), a global non-profit organization created to guide and enhance customer experience management, named five winners from a list of 14 semifinalists. 

Winners were announced at the CXPA's fourth annual Insight Exchange event, which continues today in Atlanta.

Come on ... Admit it. You're eager to know who they are.

If You Want Great Customer Service, Go to ...

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US consumers are tough customers. They give companies here lower customer experience (CX) ratings than consumers in China give companies there. But take heart: French companies disappoint more than companies in any other country — and  only a handful of firms in the UK rank as "good" or better.

Earlier this week, we told you Zendesk, a cloud-based customer service platform provider, rated New Zealand, Canada and Norway as the top countries for customer service. Now three new reports from Cambridge, Mass.-based Forrester Research shed more light on the state of global CX.

European High Court Spanks Google

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Europe’s highest court just gave ordinary people the right to challenge Google over “irrelevant” or outdated search results. The court ruled today that individuals could ask Google to remove such search results associated with someone's name.

The case stems from a request by a Spanish citizen to remove information about the repossession of his home 16 years ago. The man successfully argued before the European Court of Justice (ECJ) that the outdated search results infringed on his right to privacy.

The ECJ ruled that individuals have the right to approach search companies like Google directly to request removal of information and, when the request is denied, "bring the matter before the competent authorities" to obtain, under certain conditions, the removal of questionable links from the list of search results.

If that wasn’t bad enough for search engine operators, the court also ruled that operators are responsible for any personal data it processes, even if that data appears on web pages published by third parties. In short, this means search engine operators are responsible for any information generated about individuals through search.

What You Need to Know About Responsive Web Design

2014-13-May-Responsive-Design.jpgBusinesses that want to compete in the growing world of mobile commerce and content need a mobile strategy. While native apps can help provide a seamless user experience, there are products and services where an app may not be the right choice. This is where other solutions come in.

One solution is responsive web design (RWD). Ethan Marcotte coined the term in a 2010 article on A List Apart. RWD gives users a seamless web experience across different screen sizes. By using fluid grids, flexible images, CSS3 media queries (among other tools), RWD seeks to minimize the amount of scrolling, zooming and overall effort required on the part of the user in order to provide a faster, more adaptive web experience across different screen sizes and platforms.

The concept may seem intuitive, but the planning and execution require forethought.

Here's a Way to Talk to Customers - In Real Time

San Francisco, Calif.-based Square Inc. already enabled companies of all sizes to accept payments via credit and debit card. Now it wants to give “Square sellers” -- vendors that use Square Register, the company’s smartphone and tablet based point of sale app -- a direct line into the experiences of their customers.

The company introduced Square Feedback today, signaling the addition of real time customer service capabilities to its existing services for $10 a month. If it works as expected, it could provide customers a way to make their feelings known — before they share experiences on social media.

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