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Web Experience News & Analysis

CMSWire Tweet Jam: The Omnichannel Challenge #CXMChat

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Customers have as many paths to interact with your brand as you have fingers on your hands. So what can businesses do to provide a seamless experience no matter what channel they're on -- and is this even possible? Find out at this month's Tweet Jam!

Retailers Face Challenges, But With Effort Comes Rewards

2014-24-July-Pittsburgh-Bicycle-Challenge.jpgThe term “channel” in a retail context has as many meanings as the disparate paths between merchant and consumer. As the variety of channels continues to grow -- online, offline, mobile, kiosk, call center, website, store -- retailers are challenged with meeting the expectations of consumers who pick and choose channels as their needs demand. Retailers want to provide these consumers with a consistent and seamless experience -- many explicitly claiming strategies to enable an "omnichannel experience" -- but converting the intention into crisp execution has significant challenges.

TubeMogul, YuMe Could Benefit from Ad Budget Shifts

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Last week’s successful IPO from Emeryville, Calif.-based TubeMogul, provider of a digital video ad platform, shined the spotlight back on other players in the sector, including Redwood City, Calif.-based competitor YuMe.

Both companies are poised to benefit from major brands shifting more of their TV advertising spending to the digital video market.

While the video ad market today is worth about $5 billion — relatively tiny in comparison to $197 billion spent worldwide on TV ads — it’s estimated to be expanding at a compound annual growth rate (CAGR) of around 30 percent, driven by brands wanting to further extend their presence to where viewers are these days.

Did Forrester Get Its Digital Experience Wave Right?

customer experience, Did Forrester Get Its Digital Experience Wave Right?

If it hasn't sunk in yet for digital experience providers, let's remind them: Forrester sees no leaders in digital experience delivery platforms.

The results came from the research giant's first Forrester Wave for Digital Experience Delivery Platforms. So why no leader? 

CMSWire asked Forrester Wave authors Stephen Powers, vice president and research director, and analysts Anjali Yakkundi and Mark Grannan.

Choose the Right Path to Mobile

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We're more than halfway through 2014 -- the year when mobile usage will surpass desktop computing -- but many marketers and technologists are still scratching their heads about the best way to create a satisfying experience for mobile customers.

"Mobile is going to be there all the time. It's going to be in your face. So, really, are you ready for that?," asked Fred Faulkner, director of marketing and digital strategist for ICF Interactive (formerly CITYTECH). During a CMSWire webinar yesterday, he fired off a series of questions to mobile minded managers on the call. (Watch the Webinar)

"Are we ready for the 2.3 billion people who are going to be using smartphones by 2017? Are we ready for the fact that, of the smartphone users today, 62 percent are expecting a mobile friendly website?," he asked.

What Television Can Teach Us About Digital Innovation

2014-23-July-Kevin-Spacey.jpgOn June 25, Aereo lost a huge battle in the Supreme Court which pitted established broadcast networks against the online streaming start-up.

A quick recap: Aereo is a company that lets consumers stream live TV over the internet. The Supreme Court shut them down for copyright infringement, saying Aereo antennas were redistributing private content without permission. The media is calling it the death of technological innovation in the television industry.

But here’s the thing: they're wrong.

Understand Your Customers with A/B Testing

2014-23-July-Choices.jpgImagine changing a flight or booking a hotel, comparing mortgage rates or researching healthcare providers. You’re probably thinking about specific websites that can help accomplish these tasks -- or maybe a search that could start the process.

Now imagine doing any of these things on a smartphone. Chances are it would take several false starts and -- if you were dedicated to the goal -- a lot of struggle before the job was done. It has little if anything to do with the screen size. Instead, it’s a reflection of design and content that doesn't match the contextual needs of the user. And it doesn't take an extreme example to illustrate this point.

Gigya Follows Janrain With New Social Login Data

Two competitors have released their perspectives on the most popular social logins. The statistics from Janrain and Gigya paint a picture that sometimes matches, but often does not.

Most recently, on the heels of a report on social logins from Janrain, Gigya released its quarterly report this week in the form of an infographic. In both, Facebook reigns supreme – but, underneath that social giant, the landscape gets more complex.

Canadian Marketers, Listen Up: Now Recipients Must Opt-In

digital marketing, Digital Marketing in this Country? Your Recipients Must Opt-In

American marketers may think they have it tough with the CAN-SPAM Act of 2003.

But maybe they should look to their northern neighbors.

On July 1, Canada's own anti-spam act became law. Canada's anti-spam legislation (CASL) puts marketing credibility to the test with a focus on opt-in for those receiving electronic marketing messages -- versus the "unsubscribe," opt-out nature of its American counterpart.

Sending out a commercial electronic message to a Canadian audience or from a Canadian entity? Then you must comply with three requirements: obtain consent, provide identification information and provide an unsubscribe mechanism.

It's like America's law on steroids.

Forrester Wave: No Leaders in Digital Experience Delivery

customer experience, Forrester Wave: No Leaders in Digital Experience DeliveryWho's driving the digital experience train today?

No one, says Forrester.

In its first Forrester Wave for Digital Experience Delivery Platforms, released today, analysts said no vendor offers a truly "end-to-end solution."

"Overall completeness and adoption" in this space is "middling," according to analysts.

Unified platforms are "more myth than reality," they wrote in the Wave.

Despite no leader, Forrester did cite Adobe and hybris (SAP) as "pioneers" that offer the most complete options while IBM and Sitecore "aren't far behind."

Information Architecture: The Engine that Drives Retail

2014-22-July-Steam-Locomotive.jpgUnder pressure from pure play e-Tailers such as Amazon and eBay, brick and mortar retailers are scrambling to defend their businesses. To stay competitive, most have now added an e-Commerce channel. The challenge for many legacy retailers is that e-Commerce has involved a long learning curve and now mobile and web channels have become part of core functionality rather than a cutting edge addition to the brand.  Add to this that many traditional retailers still lack a core competency in the technical nuances necessary to compete effectively with the Amazons and eBays.

CX: It's Not Rocket Science But it's Still Hard

2014-22-July-Kennedy-Space-Center-Rocket.jpgThink customer service is a synonym for customer experience? Think again, suggests Alpharetta, Ga.-based customer experience (CX) consultant Jim Bass. "Customer service happens after the sale. Customer experience starts before the sale," he explained.

Bass stirred a lot of interest on LinkedIn recently with a post that explored the importance of pre-sale processes. The story got more than 15,000 views and 1,674 shares on LinkedIn.

This week, Bass talked with CMSWire to share more insights on CX — including the things companies tend to get wrong and the reasons why so many customer interactions are still so bad.

Nope, CX isn't rocket science. But it's not easy to get right, either.

Master Customer Experience in the New Age of Retail

2014-21-July-Sales.jpgProviding a high quality customer experience is critical for retailers, no matter the sector or audience. Delivering on this goal means more success in sales and more repeat business.

But our ideas around what constitutes a high level customer experience have changed in recent years. In the pre-internet days, it generally meant attentive sales people available to help with in store requests. But in today’s connected world, it’s more often associated with quick page loads, easily navigable sites and rich media.

Real Estate Firm Scales Up Its Global Marketing Efforts

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By 1985, two years after Gary Keller and Joe Williams set up their first realty office, it was already the largest brokerage in Texas. Today, Keller Williams is going global, raising significant technology challenges in marketing, business process management and governance.

At the center of that tornado is Cary Sylvester, the company's Austin-based vice president of technology, communication and innovation -- a long, but accurate title considering everything on her plate as the company expands to six far-flung locales: Vietnam, Turkey, UK, Indonesia, South Africa and Germany.

"You can tell there's no specific region we've targeted," she explained. "Once we find the right people, and if their culture is one that will really embrace and adapt to our models, and they want our models, that's the country we'll go into."

Getting Comfortable with Google Analytics

Not everyone is destined to be a Google Analytics expert, but armed with a little knowledge and access to a few standard reports you can learn more about your audience, their interests and how they engage with your brand.

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