Digital News & Articles

The funny thing about customers is they don't often follow a map.

With all the talk of social media and other new approaches for customer service, it’s easy to overlook the importance of that old-time communication medium, email. This week, KANA Software released a new version of its email response management solution, which is now integrated with its KANA Experience Analytics customer support platform. 

Southpaw Technology is out with version 4.0 of its open source TACTIC digital asset management software. The upgrade offers a variety of customization options, including a new plug-in architecture and configurable HTML5 themes. 

YouTube is set to, according to reports, launch a new paid subscription model designed to bring more original content to the video platform than is currently available.

The legendary American basketball player Michael Jordan once said “talent wins games, but teamwork and intelligence wins championships.” Nothing could be truer when it comes to how smart enterprises are approaching the deployment of solutions for managing digital experiences.

Indoor positioning company, YFind Technologies, has announced a new shopping analytics dashboard. TheRetailHQ collects data based on a person’s in-store shopping activities.

Mom and pop have an advantage. When it comes to delivering a great customer experience, the small family-run business has the natural DNA to organize around the customer: a tight-knit team, a shared set of values, and an intimate knowledge of their customers and what’s important to them.

How important is good customer experience? According to a new report from Forrester, customer experience (CX) is more powerful in driving customer loyalty than even the perception of value received for a given price. 

Converting people is really hard. It's much easier to allow the already converted to do what they came to your website to do. 

It was a busy week here at CMSWire as we finished up our month long focus on Customer Communities and moved over to look at Customer Journey Mapping. In addition to a great line up of customer experience articles we also took a look at the choices Enterprises have yet to make in the 21st century and examined whether or not bigger data actually means better data.

Let's take a look at a few notable updates this week in web experience management (WEM) from Microsoft and OmniUpdate that look to make it easy to move to the cloud and enhance WYSIWYG capabilities.

Two sessions at the DAMNY conference, currently taking place at the New York Hilton, intersect in their suggestion of a likely future path for digital asset management (DAM).

When is a digital asset management system like a good mixed drink? When it’s optimally integrated with other systems that act as complementary liquids do in a fine cocktail.

In the most recent version of its Digital Publishing Suite, Adobe has added previewing and embedding capabilities as well as updating older features, such as iPhone support and analytics.

It’s hard to find anyone who brags about how many departmental silos they have, but, as noted by the Keynote Panel at the Henry Stewart DAM conference this week at the New York Hilton, plenty of silos still exist in companies managing digital assets.