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Web Engagement News & Analysis

Customer Experience: Web Content Health Lessons from Hospitals

Today's managers of web content are increasingly taking responsibility for a wider array of consumer’s needs. Prospects are engaged at the top end of the sales funnel, nurtured with content through the buying process and further informed once they become customers.

In this extremely noisy environment, it is essential to take advantage of every visit to your website to create a lasting, positive impression.

It's Official: SDL Has Acquired Alterian

It's finally official. SDL has publicly announced that is has completed its acquisition of web engagement management provider Alterian.

The New Google Analytics: Visitor Flow Report

As a follow-up to my previous article, Overview: The 'New' Google Analytics Platform, I'm providing a series of articles that dive into each of the platform's new components in more detail. For this article, I'm going to spend some time going through the Visitor Flow Report, a feature that can help you assess website engagement.

Hippo CMS 7.7 Offers Personalization & Channel Management

Hippo is slated to release the next version of its open source content management system next week. We had a sneak preview and we're going to share what we saw with you. Note: it's all about what the audience needs.

Customer Experience Innovation: A View From The Outside-In

As enterprises search for more robust and targeted solutions from Web CMS providers to manage customer experiences, it is important to consider the customer's perspective.

A Look Back at Customer Experience in 2011

Last December experts from around the globe predicted that 2011 would be all about Customer Experience, and boy was it. As a result we've seen huge shifts in every major area of B2C. Here's a look back at our related trials and tribulations, as well as some key advice for overcoming challenges in 2012. 

Content Strategy: 3 Predictions for 2012

I have been thinking about this column for weeks: what will be the big trends in 2012 in content, content strategy and content marketing? You know what?

My crystal ball is cloudy, my tea leaves are clumped together and my tarot cards are ripped.

I just have no idea. Do you?

Google+ is Not a Social Network, but Facebook Might Still be in Trouble

Like most of the Internet Giant’s social networking efforts, the reception of Google Plus has been up and down. After a long-awaited debut and a surprisingly positive initial reaction, the smoke is clearing away to reveal a growing nugget of doubt. After all, compared to Facebook, Plus is a ghost town. But wait, should we even be comparing the two? A closer look indicates Google has something different -- and potentially way more powerful -- up its sleeve.

Windows 8 Will Unify Cloud and Kinect with PC

We all (hopefully) use cloud services in some form, but with more apps starting to rely on them, expect Windows 8 to have cloud at the core, along with the endless possibilities of Kinect's motion, audio and lip-reading skills.

Content Strategy: 3 Ways to Integrate Your Social Media Strategy

The more you integrate your content strategy with other disciplines within digital strategy -- SEO, social media, usability and information architecture -- the more successful it will be.

CXM Practices: Beneficial Personalization

A colleague, Francesco Gallarotti recently brought the following video to my attention. Take the 9:05 minutes to kindly watch the video first before reading below. 

I found this video to be very interesting and it got me to thinking about personalization and targeted content. Is personalization good? What sort of targeting works best? What about content filtering?

CXM: Defining Your Website Structure and User Journeys

Creating a website structure and defining successful user journeys is an ongoing activity. It is a continually developing process as new technology changes and customer habits, expectations and norms evolve. For example, the variety of websites in the car insurance industry illustrates how each organization arranges their website and user journeys differently.

The first place to start is to identify your top tasks, then create an Information Architecture before defining user journeys.

Google to Re-target Content Farms? #PubCon

At the giant search and social media conference Pubcon in Las Vegas, Google’s top Spam cop Matt Cutts said in his talk the company is getting out the knife again.  He reported Google is looking to discern “…what are the things that really matter, how much content is above the fold.”

You may remember the last time Cutts’ team went after low-quality content was with its Panda algorithm, also known as Farmer, that targeted content farms gaining top search hits on “shallow” content.

Crowdsource Your Way to a Better Website

 usertesting.pngWe’ve definitely seen many uses for crowdsourcing. From designing to human intelligence tasks to collaboration, crowdsourcing has been a reliable method for getting things done on time and under budget, provided you’re engaging the right community. Recently, we learned about another way to employ crowdsourcing in a way that’s mutually beneficial for all parties -- usability testing.

 

SugarCRM 6.3 Lends More Tools to Developer Community

SugarCRM 6.3 Lends More Tools to Developer Community SugarCRM sweetened things up a bit with today’s release of version 6.3. The latest iteration of the customer relationship management platform demonstrates deeper integration with third party apps, faster feedback for real-time collaboration and tighter admin control.

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