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Web Experience/Engagement Management (WEM) Articles

Adobe Continues 'Marketing Reinvention' #AdobeSummit

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Adobe released new capabilities in predictive modeling and analytics and debuted an online community platform for its Experience Manager digital marketing suite at its Adobe Summit EMEA London today.

The new capabilities come on the heels of Adobe's update to Experience Manager, which it announced in March at the United States version of the Summit in Salt Lake City.

These 5 Companies are CX Innovators

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Last week we asked you to dust off your prediction skills, weigh some odds and take a shot at guessing the winners of the 2014 CX Innovation Awards. Now it's time to find your ballot: We know the winners.

Just yesterday, the Customer Experience Professionals Association (CXPA), a global non-profit organization created to guide and enhance customer experience management, named five winners from a list of 14 semifinalists. 

Winners were announced at the CXPA's fourth annual Insight Exchange event, which continues today in Atlanta.

Come on ... Admit it. You're eager to know who they are.

If You Want Great Customer Service, Go to ...

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US consumers are tough customers. They give companies here lower customer experience (CX) ratings than consumers in China give companies there. But take heart: French companies disappoint more than companies in any other country — and  only a handful of firms in the UK rank as "good" or better.

Earlier this week, we told you Zendesk, a cloud-based customer service platform provider, rated New Zealand, Canada and Norway as the top countries for customer service. Now three new reports from Cambridge, Mass.-based Forrester Research shed more light on the state of global CX.

European High Court Spanks Google

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Europe’s highest court just gave ordinary people the right to challenge Google over “irrelevant” or outdated search results. The court ruled today that individuals could ask Google to remove such search results associated with someone's name.

The case stems from a request by a Spanish citizen to remove information about the repossession of his home 16 years ago. The man successfully argued before the European Court of Justice (ECJ) that the outdated search results infringed on his right to privacy.

The ECJ ruled that individuals have the right to approach search companies like Google directly to request removal of information and, when the request is denied, "bring the matter before the competent authorities" to obtain, under certain conditions, the removal of questionable links from the list of search results.

If that wasn’t bad enough for search engine operators, the court also ruled that operators are responsible for any personal data it processes, even if that data appears on web pages published by third parties. In short, this means search engine operators are responsible for any information generated about individuals through search.

What You Need to Know About Responsive Web Design

2014-13-May-Responsive-Design.jpgBusinesses that want to compete in the growing world of mobile commerce and content need a mobile strategy. While native apps can help provide a seamless user experience, there are products and services where an app may not be the right choice. This is where other solutions come in.

One solution is responsive web design (RWD). Ethan Marcotte coined the term in a 2010 article on A List Apart. RWD gives users a seamless web experience across different screen sizes. By using fluid grids, flexible images, CSS3 media queries (among other tools), RWD seeks to minimize the amount of scrolling, zooming and overall effort required on the part of the user in order to provide a faster, more adaptive web experience across different screen sizes and platforms.

The concept may seem intuitive, but the planning and execution require forethought.

CoreMedia Promises Seamless Customer Experiences

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The notion of seamless customer experiences across channels is more of a wish than a reality.

"There is a lack of integration" among e-commerce and content providers, said Doug Heise, global product marketing director for CoreMedia, a web content management provider. "Customers are not getting that single brand experience they want."

But Heise told CMSWire that CoreMedia AG has a solution. The company, which has headquarters in Hamburg, Germany and San Francisco, introduced LiveContext 2.0 today. Heise said it will provide e-commerce and marketing professionals the ability to transform their online stores with better experiences.

CoreMedia is calling it a next-generation digital engagement application that is integrated with IBM WebSphere Commerce.

Here's a Way to Talk to Customers - In Real Time

San Francisco, Calif.-based Square Inc. already enabled companies of all sizes to accept payments via credit and debit card. Now it wants to give “Square sellers” -- vendors that use Square Register, the company’s smartphone and tablet based point of sale app -- a direct line into the experiences of their customers.

The company introduced Square Feedback today, signaling the addition of real time customer service capabilities to its existing services for $10 a month. If it works as expected, it could provide customers a way to make their feelings known — before they share experiences on social media.

Please Stop Tweeting #mute

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If you long for the sounds of silence, even on social media, then Twitter's new mute button may be for you. Of course, an account feature that allows users to shush a user — or a brand — creates some new marketing challenges. But back to that in a minute.

Oh Boy! Disney Bridges the Physical-Digital Divide

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For decades, The Walt Disney Co. has been bridging the divide between animation and live action, as well as physical and on screen realities. Now it may be championing ways to bridge the divide between digital and physical retailing.

A recent brief from Forrester Research suggests the company that led the way in theme parks, multi product branding and unique physical retailing could also be a pioneer here. "Brief: Disney Leads the Charge Across the Digital-Physical Divide" [fee charged] looks at Disney's MyMagic+, a $1 billion, next gen tech customer experience.

As Mickey Mouse might say, "Oh boy!"

IBM Debuts New Marketing Platform #SmarterCommerce

IBM just announced a digital marketing platform that includes capabilities acquired in its Silverpop deal and rebrands an existing platform. The news came this morning at its SmarterCommerce Global Summit 2014 in Tampa, Fla.

Big Blue is calling the platform IBM ExperienceOne, a rebranding of its Enterprise Marketing Management Suite. It is available on the cloud, on-premise or by hybrid. It also combines capabilities IBM acquired through Sterling Commerce, Tealeaf, Coremetrics, Unica, DemandTec and Xtify.

Robert LeBlanc, senior vice president of IBM's software and cloud solutions group, told the audience at this morning's Summit that the solution brings together capabilities in IBM"s enterprise marketing management and its websphere commerce.

LeBlanc said the solution will enable IBM marketing customers to easily "create a system of engagement that delights your customers."

He added it will be joined by the capabilities added by Silverpop in last month's acquisition of the Atlanta-based email service provider.

 

Zendesk, Genesys Form Contact Center Software Alliance

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Companies are investing in contact center software.

Last week, inContact bought Uptivity for $48 million. Today, 2,500-employee Genesys forms an alliance with Zendesk.

Customer experience and contact center provider Genesys is integrating its cloud contact center solution with the Zendesk customer service platform. The alliance helps calls get routed to the best-skilled Zendesk agent, which company officials say eliminates transfers and improves the overall customer experience.

Hacked! Attack of the DDoS Protection Services

2014-12-May-Attack-of-the-DDos-Protection-ServicesForget about engaging content and brilliant marketing. Neither of those things matter if your website falls victim to a distributed denial-of-service (DDoS) attack.

DDoS attacks sabotage corporate websites to make them unavailable to legitimate visitors. Researchers at Incapsula, a cloud-based website security and performance service, said DDoS attacks are getting stronger, faster, bigger and smarter. 

And here's the really scary part: The very DDoS protection service you contracted to guard your website just might be responsible for destroying your site — or someone else's site.

Like a zombie apocalypse that transforms cherubic kindergarten teachers into rapid killers — or an angry 50-foot tall woman — nothing is more frightening than the unexpected. The team at Incapsula discovered that first hand recently when they traced yet another DNS DDoS attack on a B2B business ... and found it originated with two DDoS protection services.

Writing an Agile, Scalable Marketing Future

2014-12-May-Rewriting-Marketing.jpgIt should be pretty clear by now that the process of marketing and creating content for customer experiences has changed. From the broad disruption of digital, to the more specific challenges of developing mobile experiences, to social and the puzzle that is still personalization -- is it any wonder that more than 75 percent of marketers feel like marketing has changed more in the last two years than it has in the last 50?

How Traditional Branding is Killing the Web

Everything you are now about to read is fictional. Most real customers couldn’t be bothered writing to organizations to vent their annoyance. They just leave. 

Guess What 3 Countries Offer the Best Customer Service

The three top countries for customer service may not be the ones you expect. According to a new report from Zendesk, a cloud-based customer service platform provider, New Zealand, Canada and Norway know how to keep customers satisfied.

The just released Zendesk Benchmark Q1 report is one in a series since March of 2012. The previous report ranked Norway, Canada and Denmark as the top countries for customer service.

Sam Boonin, vice president of products at Zendesk, told CMSWire the report is based on 40,000 companies that use Zendesk for customer service. The data focuses on customer support efficiency, self-service behavior and levels of customer engagement.

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