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Web Experience News & Analysis

Acquia's Digital Experience Platform Gets Personal #AcquiaEngage

The customer experience train takes a pitstop in Boston with Acquia. Well, Acquia doesn't imagine the train stopping exactly.

Targeting the ever-increasing customer need to feel loved, Acquia this morning at its first customer conference debuted the "Acquia Platform," which company officials say upends proprietary, siloed IT models and brings together seven years of Acquia’s innovation around open source.

It's all about targeting customers' needs and desires through metrics like conversion, satisfaction and loyalty.

A Picture is Worth a Thousand Words

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Imagine Facebook without selfies, Instagram without videos or Amazon without product images. You can’t, can you? In this digital-first world we live in, data overload is a menacing reality, and a picture is not just “worth a thousand words” … it is priceless.

The right visual element can attract our attention, make complex concepts clearer and assist in our decision making process.

Publicis Acquires Sapient for $3.7B, Vows Digital Dominance

Publicis Groupe acquired fellow global digital agency Sapient for $3.7 billion today.

To put that into perspective, it's more than Oracle's acquisitions of Responsys and Eloqua — and more than Salesforce's purchase of ExactTarget

Publicis means business in the digital age. And the Paris-based global digital agency wants to take on the US and others by scooping up the Boston-based digital marketing specialist. It creates an $8 billion-per-year revenue powerhouse that will live off a new platform, "Publicis.Sapient," which will focus on "digital transformation and the dynamics of an always-on world across marketing, omni-channel commerce, consulting and technology."

“Sapient is a ‘crown jewel,’ a one of a kind company born in the technology space with strengths in marketing, communications, consulting and omni-channel commerce, all of which are equally important to best help clients achieve their digital transformation," Maurice Lévy, chairman and CEO of Publicis Groupe, said in a statement.

Madison Logic Creates Sister Company to Focus on B2B Data

B2B data and marketing provider Madison Logic launched today a sister company born from what it calls outpaced revenue expectations.

The New York City-based provider created Madison Logic Data, to be run by Madison Logic founder and CEO Erik Matlick.

Tom O'Regan, who most recently served as president and chief revenue officer for Martini Media and as senior vice president of advertising sales at TheStreet, takes over as CEO for Madison Logic. Matlick will serve as the chairman of the board for both companies. 

Company officials say its "intent data" is "core to the company's business model" and is a powerful generator of ROI and brand awareness in the B2B marketing space.

SaaS Support Best Practices: Passive, Proactive and Predictive

2014-03-November-Help.jpgAn essential part of creating a truly integrated and comprehensive SaaS customer support program is developing the capability to provide customers with the type of support experience they need, when they need it. Because of the nature of the SaaS service -- customers constantly interacting with the SaaS provider’s software solution to accomplish often mission-critical and time-sensitive tasks -- the SaaS vendor should be able to provide three types of support: passive, proactive and predictive.

Discussion Point: Are B2B or B2C Marketers Better at Digital?

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Each of them has an enormous challenge: reaching on the go, always-connected, but hardly-focused-for-longer-than-30-seconds customers.

Whether you're a B2B or B2C marketer, you're marketing in a digital world. And it's hard.

Some call them digital marketers. But we kind of like "marketing in a digital world," stolen from one of the great speakers at the Marketing Technology Conference in Boston in August.

So who's doing it better? B2B or B2C? 

Personalized Customer Service From an Unexpected Source

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Everybody likes to beat up on the airlines for customer service. Bad food was replaced with no food and reclining your seat may get you arrested. And yet it is airlines that have made some of the greatest advancements in customer service. They’ve done so across multiple channels by reducing the friction along the way.

Customer Satisfaction Is Not a Good Indicator of Customer Behavior

People are very bad at telling you what they do or why they do it. 

Some Assembly Required: Digital Marketing Tech Integration

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You wouldn’t dream of assembling that new “some assembly required” desk without going over the directions first, right? How about that new blu-ray player? You’d never hook it up and use it until you read the instructions from cover to cover, would you?

Well, maybe you would.

Metaphorically speaking, that seems to be the most important take-away from “Quantify How Well You Unify," a webinar jointly presented by the Chief Marketing Officer (CMO) Council and Tealium.

The obvious rationale for the presentation is to shine a light on their co-produced report by the same name, which “explores the status of digital marketing technology integration,” according to Mary Anne Hensley, executive editor and director of content and marketing programs at the CMO Council, a non-profit organization based in San Jose, Calif.

More than 150 global marketers were surveyed to learn what kinds of marketing strategies they were implementing, as well as identify the greatest differences between the ones who are and aren’t succeeding.

Getting to the Center of Customer Experience

2014-31-October-Center-of-the-Universe.jpgThink of the last time you had dinner at a four-star restaurant. Was the food well-presented, the wine pairings appropriate and the dessert tray enticing? Did you receive professional and attentive service? Was the ambience elegant, pleasant and soothing? And -- most importantly -- would you go back?

Your customers ask themselves the same sorts of questions after using your website or app, and your CMS -- how you manage and deliver content to your customer -- lays at the heart of their experience. It should be the core of your customer experience management (CXM) strategy. By placing the CMS in the keystone position, you can assemble information from multiple back office and third party sources to deliver compelling customer experiences across devices and platforms. And that's the whole game, right there. 

News Frights: Getting Social, Embarrassed and ... Scared

The latest in self-service, simplicity, the ties that bind, postscripts and things that go bump in the night from Hong Kong on the Hudson, the City that Knows How and the Fair City, Venice of the North and the Colonial Capital.

Random Digital Biz Predictions: Tricks or Treats?

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Boo. It's trick-or-treat night.

For those who don't celebrate, it's that Oct. 31 tradition where people dress up in costumes and hypnotize themselves into believing that chocolate has zero calories. 

Kids knock on neighbors' doors, asking them, "Trick or treat?" The adults usually go with the treat answer and give the kids candy (of course, not the good candy. Adults save that for themselves for late-night snacking).

But the trick or treat thing is applicable to the digital business world, too. Predictions on marketing automation? Trick or treat? Larry Ellison "stepping down" and losing influence. Trick or treat? Big data vendors are awesome. Trick or treat?

We wondered. So we asked.

IBM's Tencent Deal Could Best Twitter Partnership

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IBM announced today that it has partnered with the Chinese Internet Services Provider (ISP) Tencent Holdings — a deal that has the potential to be a lot more lucrative than its recently announced partnership with Twitter.

IBM is trumpeting this one as a major step into the Chinese market that it has been targeting for a long time. What's really interesting is that the agreement between the two is for the provision of public cloud and Software-as-a-Service (SaaS) solutions in China. Financial terms of the deal were not disclosed.

Top Challenges for Multichannel Marketers #DMA14

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Two-thirds of marketers in enterprise companies fail to tightly coordinate campaigns across all marketing channels, and just 43 percent state that their marketing departments share common goals across channels, reveals new research released during this week’s Direct Marketing Association (DMA) Annual Conference in San Diego. 

The report (registration required), sponsored by Yes Lifecycle Marketing, was based on a survey of more than 300 marketing executives in large- and mid-sized companies, and found that organizational silos continue to hamper marketers from effectively implementing multichannel strategies.

IBM, Twitter in 'Landmark' Enterprise Analytics Deal #IBMandTwitter

2014-29-October-Budgie.jpgTweet this -- enterprise software met social media today in one of the first major business partnerships of its kind. 

IBM and Twitter have joined forces in the red-hot enterprise analytics software market.

The social media platform will integrate its data into IBM's Watson cloud analytics portfolio, customer engagement capabilities and consulting services in what company officials call a "landmark" partnership announced today at IBM Insight, the Armonk, NY-based technology giant's big data and analytics conference in Las Vegas.

Twitter CEO Dick Costolo told the Insight crowd today that no one matches Twitter's ability to deliver real time insights from the real world.

"And IBM brings a unique ability" to deliver analytics, complex systems and data together for deeper trends and insights, he added.

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