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Mobile News & Analysis

The Holistic View of the Customer Experience

There's a consensus that if you want to be successful on line, you’re going to have to deliver an exceptional customer experience, something that leaves others trailing. Of course, there are many opinions on how to do that.

E-Spirit, for example, has a very particular notion of what customer experience involves. Many other vendors start by talking about technologies or silos. But for Oliver Jaeger, e-Spirit's vice president for global marketing and communications, it means the entire customer cycle from first contact to last sign-off.

While many companies just don’t get it that the whole process needs to be managed, e-Spirit is actively pursuing ways to provide that ultimate experience.

Google Hangouts Just Got Smart (Suggestions) #LeWeb

Google Hangouts for Android are about to get smarter. Google announced an upgrade to the app earlier today which will include smart suggestions, 16 sticker packs, video calling filters and notifications of who is available to chat.

IDC: 10 Predictions For Emerging Technologies In 2015

Thumbnail image for 2014-08-December-Passing-Platform.jpgWhether you realize it or not, every day you work on what International Data Corporation (IDC) describes as the third platform. By the end of next year, you will be doing a lot more work on it and using its technologies.

The rise and expansion of the third platform has reached a tipping point according to IDC, and with the growth of investments in the Internet of Things, big data, data centers, mobile and social computing, there is, in effect, no way of avoiding it.

Where Enterprise Mobile Fits in the Digital Workplace

2014-02-December-Texting-Riding.jpg“Let’s just make the intranet accessible on mobile devices. It looks fine on my smartphone, I just have to zoom in a little.”

Nope. No, no, no. That is not a good enterprise mobile strategy. It misunderstands the role of mobile devices in employees’ work lives and the transformative power of well-designed mobile tools.

For those looking to develop strategic, integrated digital workplaces that deliver high business value, understanding the role of mobile devices is critical.

IBM Aims to Ease Mobile Enterprise Management

2014-25-November-IBM Mobile.jpgPity the chief information officer, who has faced waves of new challenges over the past few years as the mobile enterprise gained steam.

First, workers brought their own devices to work and demanded network access. Then mobile workers wanted remote access to business apps across all brands of tablets and phones. And all the while concerns about budgets, security and administration grew nearly as fast as the number of users.

It's not over. Juniper Research predicts that there will be 1 billion worker-owned smartphones and tablets connected to enterprises by 2018. Getting an upper hand on this means finding ways to monitor adoption rates, improve the worker experience, keep a tight lid on security and do it all within budget. 

Would You Pay to Not See Google Ads?

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Who would have thought it? Google will now let you pay to avoid seeing its ads. Through a new service called Contributor, launched last night, Internet users can opt-out of Google ads for a fee of $1 to $3 dollars a month.

Participants will see a thank you message instead of the ads on participating websites, including Mashable, ScienceDaily and The Onion.

Trending Features In Document Management

The paperless office is still to a large extent a dream. But the possibility of developing paperless processes is a very real opportunity, according to this year’s AIIM annual industry watch research.

The findings are contained in AIIM’s Paper Wars: An Update From The Battlefield. AIIM — the Association for Information and Image Management — is a global community of information professionals. The research is the result of a global survey of 336 AIIM members between September and October of this year.

According to Doug Miles, report author and director of market intelligence, paper documents are still clogging offices and stalling business processes even though office workers are mobile, computer literate and aware that paper-free processes improve productivity and lower costs. But the news isn't all bad.

For Adobe's Mobile Marketing, It's Location, Location, Location

Adobe's enhancing digital marketing mobile opportunities -- internally and externally.

Adobe officials call the new capabilities, launched today, "Intelligent Location Marketing." Marketers can engage customers with in-app messages using technology that detects where they are, or iBeacons. The real-time engagement activities can be followed with email campaigns that leverage intelligence about a customer’s past interactions.

Loni Stark, director of product and industry marketing for Adobe's digital marketing solutions, told CMSWire that it's about making in-person interactions more relevant based on location and the context of the individual.

The Paperless Office? Dream On

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The paperless office is only a dream, and we should be setting our sights a little bit lower.

That's how Doug Miles introduces this year’s AIIM Industry Watch report on document management, specifically on paper-free processes.

Even though office workers are mobile, computer literate and aware that paper-free processes improve productivity and lower costs, most organizations are still struggling against the tide of paper documents that clog offices and stall business processes.

AIIM — the Association for Information and Image Management — is a global community of information professionals.

Money, Politics and Digital Infrastructure #QuartzNewYork

For more than 10 minutes of his keynote speech at last week’s Next Billion conference in New York City, Harvard Law School Professor Lawrence Lessig discussed the heavy influence of “Tweedism, which has corrupted political processes in democracies such as Hong Kong and the United States.

Tweedism, named for the political corruption that pervaded New York City politics under William “Boss” Tweed in the 1860s, comes in the form of undue political influence on the candidates being nominated for office, as well as the heavy hand of business on the political process.

He made his comments during one of the sessions at the all-day conference presented last week by digital news service Quartz.

Quartz has held similar forums in Seattle and New York and plans another next year in London. The objective is to address the by-products of an increasingly connected world, as well as examine the issues and products that will be used by the next billion users of the Internet.

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.

Extreme Mobility: The Rise of Nomadic Cities #QuartzNewYork

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At a forum that explored the issues surrounding the "Next Billion” people to go online, one of the more interesting presentations entailed building communities for the next billion or so people who are and will be displaced by war or climate change.

Cameron Sinclair, executive director of the Jolie-Pitt Foundation, the charitable humanitarian charity founded by actors Angelina Jolie and Brad Pitt, said that the world population would continue to grow in the short term, but will eventually level off and decrease in the 2040s and beyond. 

Sinclair, who previously founded the charitable group Architecture for Humanity, gave his presentation entitled “Building Communities for the Next Billion,” at the all-day Next Billion forum in New York City. Presented by digital news service Quartz, it was held Wednesday at the Bohemian National Hall.

Quartz has held similar forums in Seattle and New York and plans another next year in London. The objective is to address the by-products of an increasingly connected world. 

Few Businesses Use Social and Mobile to Improve Productivity

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Enterprises are using social and mobile to improve customer engagement, but not using them to improve productivity. At least that is the conclusion of new research from UK-based Advanced Business Solutions (ABS).

The findings are somewhat surprising given that the uses of enterprise social networks are largely associated with internal collaboration. But that is a myth, at least in the mid-sized enterprises segment.

Building for Office 365? Microsoft has APIs for That #TEE14

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Our final dip into the Microsoft TechEd Europe meeting in Barcelona this week comes in the shape of new APIs for Office 365. These will enable developers to create applications that build on and tap into the Office 365 platform.

While the release of new APIs outside of a very small developer community is rarely going to stop the presses, the long-term implications for the ongoing development of Office 365 with this announcement is significant.

Office 365 Strengthens Mobile Device Management #TEE14

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Cloud first, mobile first. Remember that one? If you don’t, let us remind you that it’s the new Microsoft mantra that was chanted first by Satya Nadella on his first public outing as the company's new CEO.

Earlier this week at TechEd Europe, Microsoft talked a lot about securing social business in the cloud through Data Loss Prevention (DLP). Yesterday it talked about managing mobile data.

But this wasn’t just about managing mobile data and devices in a general sense, with a doff of the hat to Microsoft’s work on Windows Phone. This was about managing mobile devices and data specifically for Office 365.

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