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Personalization News & Analysis

It's Easier than Ever for Your Customers to Ignore You

empowered consumer

Hey marketers: we're living through an age of unprecedented consumer power. If you don't adapt to that fact, you may not be in business long.

That's the simple message from Incite Marketing and Communications' recent white paper, "Peacekeeper, Navigator, Student: The Marketer to 2015."

The report was written by Nick Johnson, founder and CEO of Incite, and was put together after hours of conversations with senior brand executives from companies such as L'Oréal, MetLife, Wells Fargo and Sears/Kmart in addition to conversations from 1,000 other marketing executives from companies worldwide.

How to Make Your Customers Love You This Valentine's Day

Play Matchmaker this Valentine's Between Customers and Contact Center AgentsAnyone who has dealt with a customer service representative knows it’s rarely a match made in heaven. In fact, it’s usually quite the opposite.

Between long hold times, mismatched agents and unresolved issues, it’s no wonder why most interactions with a company’s contact center get off to a rocky start. Neither party is totally at fault for this unhealthy relationship -- customers simply want their issues resolved in a timely fashion, and agents have few insights into the people and problems that they are expected to address.  

The Salvation for Snack Attacks: Smart Vending Machines

The Salvation for Snack Attacks: Smart Vending MachinesI don’t know about you, but when I walk by a vending machine and see one of my favorite snacks, I immediately have a snack attack. Often times these attacks go unanswered because I typically don’t carry cash in my pocket, or for the times when I do, the machine is broken.

Well, enter smart vending -- and the answer to my vending machine woes!

Personalizing Customer Experience with Big Data

Personalizing Customer Experience with Big DataBack in 1991, I trained in a database marketing boot camp. I worked on American Express (AMEX), managing it’s Gold Card direct marketing efforts. AmEx, a leader in personalizing printed communications, had created its most successful program when it highlighted in direct mail pieces that someone was a “Member since XXXX.” Yes, membership had its privileges. But for American Express, this personalization triggered a lift.

Adobe Connects Neolane Technology to Experience Manager

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Adobe continues to integrate the cross-channel campaign management technology it acquired when it bought privately held Neolane for $600 million last summer. It is connecting the technology to its web experience management system, Experience Manager to streamline the creation and delivery of content in real time, at scale and across all marketing channels.

Despite Faster Tools, Real Time Marketing Remains Elusive

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Rapid improvements in big data analytics have moved marketers closer to making personalized offers in real time, but analyzing fresh data fast enough to close a sale or retain a customer remains an elusive goal for most companies.

Tapping the power of real time personalization has been a key goal for marketers since the dawn of the dot-com era two decades ago, and many companies have mastered the art of tailoring web content to satisfy discerning visitors. However, real time analytics still hasn’t produced the type of actionable intelligence that can help an employee personalize a promotion during a conversation at a customer contact center or on a retail store sales floor.

A Look Back: 5 Customer Experience Trends from 2013

A Look Back: 5 Customer Experience Trends from 2013Customer experience management has never been more comprehensive or sophisticated. And that's a good thing because customers have never been more demanding, connected or empowered — realities that became exceptionally clear this year.

Nobody puts consumers in the corner anymore — or anywhere else, for that matter — at least if they have long-term plans to stay in business. 2013 was the year customer experience management (CXM) matured and expanded, exploding from websites to mobile devices, brick-and-mortar stores, customer contact centers and more.

In retrospect, 2013 may go down as the year marketers shifted their focus from broad, amorphous groups of customers to targeted, personalized, omnichannel, shared experiences for each one. It was, in many ways, a seismic shift in attitude, powered by five key customer experience trends.

IBM Offers New Big Data Platform for Customer Insights

IBM has taken another step toward helping enterprises gain more insight from all of their data. The new technique enables them to combine big data from distributed cloud services with data stored on local IT systems. 

IBM Customer Experience Labs Unveils Products For Deep Customer Analysis

IBM’s Customer Experience Lab has just announced the release of three new pieces of technology in the areas of in social, mobile and big data. Collectively, they offer deep insights into customer behaviors, particularly around purchases.

Adobe Target Updated for More Visual Website + App Testing

Adobe Target Updated for More Visual Website + App TestingAdobe Target, the company's testing and segmentation tool, is ready for a major update as Adobe pushes forward with its digital marketing tools, and the added features include things like a more visual approach to A/B testing.

Acxiom to Publicly Release the Marketing Data it Collects + Sells

Acxiom to Publicly Release the Marketing Data it Collects + SellsConvinced the trove of customer data being collected by marketers is making people ever more weary of online technology? Interactive marketer Acxiom may have the antidote as it's set to publicly release the marketing data it collects and sells to online advertisers.

5 Ways to Make Your Content Marketing Campaign More Successful

As we wrap up our content marketing theme this month, it’s helpful to put some of what we’ve learned into perspective. While we can conveniently group content marketing strategies into two categories -- one for B2C and another for B2B, at the end of the day, it’s all about creating compelling experiences.

How 5 More Web Experience Management Vendors are Dealing with Personalization

A few months back, we took a close look at how a handful of Web experience management vendors dealt with personalization. Now, we have five more WEM providers to check out, including OpenText, Kentico, Acquia/Drupal, CoreMedia and Sitecore.

Pinterest Opts in to Do Not Track

image-pinterestdonottrack-2013.jpgFans of online pinning service Pinterest are about to get an extra dose of personalized recommendations, the company announced, and that means Web tracking. The feature can be turned off, however, and Pinterest will respect the Do Not Track protocol going forward.

Tealium Integrates with Splunk for Rich Data Analytics

Tealium Integrates with Splunk for Website Data Analytics

Splunk, a big data and analytics vendor, has integrated the Tealium tag management system into its Enterprise 5 system so customers can collect visitor interaction data from websites and mobile apps.

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