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Web Experience/Engagement Management (WEM) Articles

Why These Six Web Analytics Providers Lead the Pack

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Web analytics providers that offer predictive analytics, support for mobile applications, reach of partner programs and the ability to support customer implementation rank among the best, according to Forrester Research.

Forrester named the best of the best in this space in a Wave report released this week

Adobe, AT Internet, IBM and Webtrends lead the pack with strong web analytics offerings and strategies for the enterprise, according to the Forrester Wave for web analytics. 

Google is a “strong performer” that offers a premium product that’s gaining support for easy-to-use features. 

SAS Institute is a “contender,” offering a customer-intelligence-based alternative.

Are You Playing Whac-A-Mole With Customer Experience?

Are You Playing Whack A Mole With Customer Engagement?We've all heard that the customer is in charge: They're calling the shots and managing their own destiny. The role of vendors has been relegated to a supporting and enabling one. It’s all about the customer and the only thing that matters is their perspective.

CEOs and management teams agree on these points on an intellectual level, but emotionally, the new reality is a hard one to swallow. In the good old days Sales was the key to customer’s success. Having that level of influence is hard to let go of.

Inside IBM's New CX Platform #SmarterCommerce

Marketers aren’t the only ones involved in marketing. That’s IBM’s thinking.

And that’s why Big Blue debuted this week its new IBM ExperienceOne at its SmarterCommerce Global Summit 2014 in Tampa, Fla. It replaces the Enterprise Marketing Management (EMM) Suite brand.

“This is reflective of a few important things that we recognized in business,” said Jay Henderson, strategy director for IBM Smarter Commerce, who talked to CMSWire in a phone interview from Tampa this week. “EMM was really focused around the discipline of marketing ... But the discipline of marketing is changing. It isn't just the responsibility of marketers. There’s sales and customer service, which are all engaging with customers.”

Shutter the Sales Funnel

Shutter the Sales FunnelAs form publishers find they are able to ask for less and less personal information (and get away with it), some panic, thinking they're losing the best, cheapest lead stream they know. And, without a doubt, they are. This article continues that discussion started in Free Me From Your Website Forms, but from the perspective of the marketer who now needs an alternate solution.

Professional marketers reading this will likely take one of two positions: They’ll panic at the idea of shuttering the tops of their sales funnels or they’ll see the writing on the wall and think, yep, this is exactly the way things are going.

Free Me From Your Website Forms

2014-14-May-Pawn-Shop.jpgHow much would it cost me to buy your name and email address? You probably don’t have a figure in mind but you negotiate the worth of your personal information every time you submit a website form.

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.

 

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