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Mobile News & Analysis

Microsoft Ups Its Customer Experience Play

Microsoft is flexing its customer experience muscles. Last night it announced the spring release of Parature will come with more than 30 new “high priority” customer capabilities. They're designed to help businesses streamline and improve their customer experience strategies.

The release follows the acquisition of Parature by Microsoft last February for a reported $100 million. The purchase price is a relative pittance in comparison to many current tech deals — especially since the value it will bring to Microsoft’s customer relationship management (CRM) portfolio is incalculable.

3 Focuses for Mobile in the Year Ahead

2015-05-January-Mesmerized.jpgDigital marketers: 2015 is here, and it’s time to play catch up. For the past 10 years, we’ve been trying to keep pace with the latest innovations, strategizing and re-strategizing to implement the next great personalization feature or web design technique. But that period of innovation has ended and, moving into 2015, we find ourselves in a new period of digital transformation. By fully implementing these innovations in the coming year, marketers can help companies transition into fully digital-first business.

Where should we start? Mobile.

A Look Back: Broken Promises of the Mobile Enterprise

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Perhaps nothing in information technology offers a richer mix of expectation and disillusionment than the mobile enterprise. It's become like the lover who keeps promising a long-term relationship but never commits.

Since workers became enamored with smartphones eight years ago, it has seemed obvious those devices will one day connect with the applications and data within the company's fire-walled network. And that will happen. It just didn't happen in 2014.

Mobile devices and the enterprise have yet to form a happy marriage. Despite significant advances this year, hurdles remain before the mobile enterprise can achieve the kind of speed, safety and productivity that office workers have come to expect from their network.

CMSWire's Top 10 Hits of 2014: Web CMS

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It’s been a year of drama for the Web CMS space — or at least a fourth quarter of drama – with rumors aplenty at year-end around Ektron sales and mergers and news of Drupal’s “highly critical” security flaw.

Some of these stories made CMSWire’s Top 10 list for the year, but we had lots more to report about Web CMS, including trends, new players and myths about the world’s leading open-source CMS.

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

“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.

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