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Web Engagement News & Analysis

Oracle, Microsoft & Salesforce Top Gartner's CRM Quadrant; Visionaries Lacking

In Gartner's Magic Quadrant for CRM Contact Centers, several companies showed what it takes to be considered a clear leader in the space, while innovation and emerging trends took a nosedive. 

WEM: Dynamic Partnerships Will Be a Necessity to Local Authorities' Web Channel Strategy

As the public sector begins to come to grips with the transformation of services to online delivery, it is more important than ever that councils and local authority departments select the right supplier to support their Web Channel Strategy.

Multichannel Commerce is Moving at a Fast Rate - Are You Truly Ready For It?

The world of multichannel commerce is a very fascinating one at the moment. Just like an old steam locomotive, the multichannel train has taken some time to gain speed, but now that it’s moving, there’s no stopping it.

It may even have gone over the top of the mountain to careen down, just a bit too fast, slightly out of control… an exciting ride no doubt, but are we doing enough to keep it on track?

Customer Experience Challenges: Why Maintaining an Outside-in Approach is Tougher than it Seems

With a growing number of companies and organizations striving to deliver superior customer experiences, “outside-in” is becoming a popular mantra. On the surface it seems obvious: organizations ought to put themselves in their customers’ shoes in order to understand how to best serve them. This appears especially straight-forward considering today’s advanced technology that allows organizations to track consumer preferences and communicate with them any time at any place. Yet if it’s really so easy, why do consumers continue to have frustrating interactions with companies that leave them feeling ambivalent at best or completely fed up at worst?

Adobe Acquires EchoSign, Adds eSignatures to Document Services

adobe_logo_2009.jpg Today we all moved one step closer to the elusive paperless office with Adobe’s (news, site) announcement of its newest acquisition -- electronic signature provider EchoSign (news, site).  Adobe will be integrating the technology into a number of its products and perhaps improve the adoption of electronic signature technology in general.

This Week: SDL, Adobe Lead in Customer Experience Management + Publishing for Tablets

The Forrester Wave: Web Content Management for Online Customer Experience (CXM) is out and while no vendor has all the necessary components of a CXM platform, SDL and Adobe lead the pack, with Sitecore, OpenText, Autonomy and Ektron close behind.

Oracle may not be leading in customer experience, but it has announced that WebCenter is now its primary suite for CXM (and it will include the recently acquired FatWire WEM platform). Sitecore strengthened its CXM solution with its own App Center for cloud-based services. And OpenText made another acquisition, not CXM related, adding more case management capabilities via Global 360.

We started a series on publishing for tablets this week and asked if your customers are app happy. Mobile is also the focus of our poll this month, which asks Is Mobile a High Priority for Your Customer Experience Strategy?.

Finally, our focus on Web Engagement (WEM) and multi-channel marketing provided expert insights such as: looking at the holistic digital platform, adding social networks to the mix and managing the experience, not the content.

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WEM Advice from the Experts: The Importance of Multi-Channel Marketing

Welcome to a new focus for us CMSWire kids: Web Engagement Management. This week our gracious experts advised us on all corners of WEM, paying special attention to the importance of multi-channel marketing in our increasingly mobile world. 

Facebook Pushes for Users, Releases App for Every Phone

Want Facebook on your phone? Now, no matter your mobile brand of choice, you can have it. 

Join the CMSWire Tweet Jam on July 20th: Managing the Mobile Experience #CXMChat

This month, CMSWire has been covering the practice of leveraging web, mobile and social to deliver a seamless customer experience (CXM). The mobile channel is said to be the most important channel to reach your customers, but not every organization is ready to address it as a priority.

It's Time for a Tweet Jam

Join us on July 20th at 10am PDT / 1pm EDT / 18:00 GMT. We welcome the broader CMSWire community to our second Tweet Jam. We'll spend an hour discussing Managing the mobile experience -- shifting priorities, winning strategies, continuing challenges.

All experience levels are welcome to connect with our expert panel. Here is a sample of the panelists: Tom Wentworth (Ektron), Douglas Heise (CoreMedia), Ian Truscott (SDL), David Hillis (Ingeniux), Hyoun Park, Billy Cripe and more.

The easiest way to join the conversation is by following or including the #CXMChat hashtag.

#CXMChat Tweet Jam Topics

You may tweet your questions and/or responses throughout the Jam, roping them in via the #CXMChat hashtag.

Here are some of the topics we will discuss:

  1. How do you see mobile channel priorities shifting in your customer base or organization?
  2. How do you see mobile shifting the design and development process?
  3. What new design approaches / strategies are working well?
  4. Is “mobile first” becoming a reality for your customers or in your organization?
  5. What is the biggest mobile challenge in 2011?

Participation Guidance

Here are a few things to keep in mind:

  • Introduce yourself with your first #CXMChat tweet. Include your name, job title and organization you work for.
  • Subsequent tweets must start with the question number you are responding to and the #CXMChat hashtag. For example, "@bigbird Q5 We very much believe sentiment analysis works #CXMChat"
  • Please don't pitch products or services; stay knowledge focused
  • Keep the discussion professional, but informal
  • Remember that this is a public chat -- be thoughtful

We look forward to connecting with you on July 20th!

Google Offering Badges to Avid News Readers

In an attempt to drag more users towards Google News (news, site), readers can now earn badges for the stories they view.

WEM: Stop Managing Content - Start Managing the Experience

While it can be overwhelming to devise and execute a cross-channel marketing strategy that will effectively engage customers and convert their activity into profits, here are three key requirements that will help you to produce a successful campaign.

Omniture Founder Josh James Launches Domo for Business Intelligence

Omniture (news, site) co-founder Josh James is back in the headlines today with US$ 43 million dollars and a new business intelligence company called Domo. 

The Psychology of Sharing Reveals Motivations, Personas

The next time you bemoan email, think about how you’re sharing information.  The New York Times Customer Insight and Advertising Groups, in an attempt to help marketers better understand how its readers share information found that, despite a plethora of social sharing tools, email is still the most popular sharing tool.

Google+ Speeds Up Social Business Plans

Though Google had initially planned to test business partners on Google+ sometime in the next “few months,” it sounds like the Internet giant has decided to speed things up to next week. Could Plus be the social business network we've all been waiting for? 

Adobe, SDL Lead Forrester Wave for Online Customer Experience (CXM)

The Forrester Wave: Web Content Management for Online Customer Experience (CXM) has just arrived and it reads like a who's who of web content management. Seems there are few WCM vendors who don't make some attempt to support the delivery of a complete online customer experience, but most still have a lot of work to do. Who leads and who challenges? Read on.

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