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Web Engagement News & Analysis

Customer Experience Advice from the Experts: Make Sure Your Site is Working at Top Efficiency

Three C's comprise the backbone of good customer experience management: content, community and commerce. This week we've got expert advice on how to improve them, with a particular focus on content. 

Adobe AudienceResearch Surfaces the Metrics That Count

Adobe AudienceResearch Surfaces the Metrics That CountAdobe dug further down analytics with the immediate availability of AudienceResearch, a new audience measurement tool that grants publishers and digital marketers with certified metrics. 

SDL's Robert Carroll Says Web CMS World is Exploding

To remain relevant, the Web CMS (WCM) world must evolve. And given WCM's critical position in the information stream this fact is broadly accepted. However, the nature of the forces driving this evolution look different depending on who you talk to.

In this exclusive CMSWire interview SDL's CMO of Web Content Management Solutions, Robert Carroll, expounds on the industry shift from a core Web CMS focus towards Customer Experience Management (CXM).

6 Steps for Building a Successful Customer Experience Model

Marketers are beginning to realize that they can’t provide consistent, personalized experiences to their customers without understanding how their customers experience their brand across all of their customer touch points. In response, platform vendors are rapidly developing ways for web content management (WCM), analytics, customer relationship management (CRM), and marketing automation (MA) tools to work together to collect, measure and analyze customer insights. These solutions provide the sales, marketing and communication teams with the information they need to create the best possible digital experiences and ultimately better gauge and perfect the quality of the customer experiences they provide.

Web Engagement: Should Your Recommendation Engine Work with Real-Time Data?

Under the umbrella of “customer engagement” and “web engagement,” companies look to implement technology and processes to ride the next wave of the World Wide Web. After Web 2.0, companies now need to engage with their audiences.

And of course, it’s clear that visitors can no longer be treated as anonymous “guests” on a website, especially not when they have identified themselves by logging in. They should be recognized and serviced appropriately, with relevant information. And ideally, that experience should also be context sensitive, especially when someone uses a mobile device. But how do you make the content relevant?

CMSWire's October Tweet Jam: CXM - The 3 C's: Content, Community & Commerce #CXMChat

It's that time again -- Tweet Jam time -- and this month we take a closer look at three key elements of Customer Experience Management (CXM): Content, Community & Commerce. CXM is a pretty big topic, even when focused on these three elements, and we could go in any number of directions, but we have tried our best to keep it straightforward. Let's give you some details.

WEM: Dodging Common Lead Generation Mistakes

These days, lead generation is more than just producing a list of names. It’s a delicate balance of art and science. With marketers juggling a wide range of responsibilities, who has time for trial and error? Set yourself up for success by avoiding these common lead generation pitfalls.

Livefyre Adds Social Media to Web Commenting System

livefyre_logo_2011.jpgAfter Facebook waded into the comments space, is there still room for others to grow?  Looks like it, as Livefyre bags US$ 4.5 million in new funding and launches version 2.0 of its engagement-encouraging comments system.

User Experience: The Single Most Important Element of a Web CMS

Recent projects have forced me to look critically at how business users interact with their web content management systems, and the significance that the ethereal term “user experience” (which I will use interchangeably with the older term UI or user interface) can have both to their job satisfaction and their productivity. In my opinion, the single most important piece of a web content management solution is the interface used by the editorial team. If the user interface is poor or lacking, your editorial team will not work as quickly, content won’t be as fresh, and traffic to your site will usually drop.

How To: Conducting a Website Content Audit

To ensure that your website is working at top efficiency, and has content that engages visitors and converts them into paying customers, you’ll often need to conduct a website review. Learn the first step in this process, the website content audit.

Content: The Fuel for Your E-Commerce Engine

To have a successful e-commerce site, content is critical. This content can take many forms including images, manuals, feature descriptions, recommendations and more. The key to successful commerce and accelerating purchase decisions is to understand the customer decision journey and target content to the user to help them navigate that journey as quickly as possible, with minimal distractions. By focusing on the customer journey, it will be easier to understand and prioritize the content requirements for your, or your partner’s, e-commerce site.

The Cloud is Broken, Who Will Offer an Integrated Future for Users?

By some cloud magic, and a lot of user-side shuffling, you can just about get your desktop email, browser bookmarks and some documents accessible on any device of your choice. But shouldn't open access be a no-brainer, no-action-required, offering from Amazon, Google, Apple and others when offering us cloud-based services?

Customer Experience Advice from the Experts: Content, Commerce, Community

When defining your Customer Experience Strategy you should take 3 C's into consideration: Content, Community & Commerce. Not sure how to start? Read on for some advice from the experts. 

Poll: What is Your Top Customer Experience Priority?

Your customer experience strategy is likely composed of several initiatives. Perhaps you want to implement a new community or improve your e-commerce experience. Maybe it's your cross-channel integration that needs the most love?

This month we're focused on Customer Experience Management (CXM) practices and tools. To better serve you, we want to know what you care about most.

There is no witch here to cast spell and give you the right answer. And there's no skeleton in the closet that you need to hide -- every organization has different priorities. Our poll is open until October 25th. We'll share the results here before the end of the month.

Context Aware Content Management: The Most Important Pivot In CEM

Web content management has changed. Yes, again. The universe of options for organizations to create, edit, manage and ultimately publish content to their Web platforms has shifted for the second time in a decade.

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