HOT TOPICS: Customer Experience Marketing Automation Social Business SharePoint 2013 Document Management Big Data Mobile DAM

Web Experience/Engagement Management (WEM) Articles

InContact's $48 Million Buy Targets Mid-Sized Contact Centers

2014-09-May-Mariann-McDonagh.jpg

Data's good for customer experience. Data's bad for customer experience

This pie is sliced in many ways. This week, cloud-based contact center solutions and optimization provider inContact spent $48 million to ensure its clients have the right tools to optimize data and provide a solid customer experience.

The Salt Lake City-based company acquired Uptivity (formerly CallCopy), a Columbus, Ohio-based workforce optimization (WFO) provider. The deal is expected to make it easier for inContact to provide mid-sized contact centers with tools like speech and desktop analytics, agent coaching, call and desktop recording.

5 Ways to Handle Real Time Content Demands

5 Ways to Handle Real Time Content DemandsBetween social channels, knowledge bases, blog comments, blog posts and the many other ways to interact with customers, how do you stay “on” in real time, even nights and weekends? Users are online all the time. Article comments, support questions and social posts appear around the clock. And as we have seen time and again, customers are more than willing to take action when companies don’t reply quickly enough.

Savo's Digital Postcards, CDNify's Free SSL and More

NEWS BITES.jpg

There's plenty of news to share this week: Showpad's new features, Brainshark's new filters, Widen's integration with ProofHQ and CDNify's free SSL.

Welcome Real-time launches its location service and Savo reveals digital postcards. Plus, Good Technology's newest Mobility Index Report is out and TouchConnect offers ways to move customers to self-service.

Demandbase Invests in B2B Marketers with Cloud Release

2014-08-May-Chris-Golec.jpg

The difference between B2B and B2C marketing is simple: all web traffic amounts to potential customers in B2C, and B2B relies on targeted audiences even down to a particular department within a company.

That’s how B2B digital marketing provider Demandbase sees it. Today, it releases its B2B Marketing Cloud, which it calls the first subscription-based marketing platform that helps marketers target accounts, plan ad spending and tie acquisition costs for target accounts to revenue.

In the new offering, Demandbase pulled together several solutions and introduced Performance Manager, a dashboard that brings ad impressions, website activity and CRM data into one unified view. 

“We plug into CRM marketing solutions you already have in place to make them more B2B enabled,” Chris Golec, CEO of San Francisco-based Demandbase, told CMSWire.

4 Key Concepts Driving Digital Transformation

Organizations from large enterprises to one-man shops are in the midst of a digital transformation. Some gladly embrace the change. Others resist while still more are so busy keeping up with demand and duty that they risk missing it all together.

Nevertheless, it is happening and business leaders need to know what is happening and what to do about it.  

Why the Marketing Technology Industry is Like Polygamy

customer experience, Why the Marketing Technology Industry is Like Polygamy

Staying faithful in any marriage is (we hope) one of the primary goals. Staying faithful to one marketing technology provider means divorce.

In this marketing technology world, you see, it's more like Big Love than it was with Rob and Laura Petrie (living-room dancing at left).

One marketing provider? Doesn't seem to happen today.

Will one vendor ever be the be-all, end-all for companies deploying marketing technology?

"No," said Forrester Research analyst Cory Munchbach. "There's too much innovation happening too quickly for any digital marketer to reduce their technology stack to one platform. They may use one as a hub or a backbone for all the rest of the technology to plug into, but there will always be more than one capability than what a single platform provides."

Dstillery's Andrew Pancer: How to Build Smart Marketing Campaigns

Connecting with Bill Sobel

Holding a BS in Business Administration from Washington University and an MBA from NYU, Andrew Pancer has been around the block a few times. In fact, when he joined Media6Degrees back in 2008, he had already compiled a considerably impressive resume.

During his tenure at About.com, Pancer tripled profits and brought revenues to more than $100 million dollars. He would later go on to serve as the vice president of digital development at the New York Times, where he began working with the kind of technologies he’s currently fleshing out at Dstillery.

Pancer sat down with CMSWire’s Bill Sobel to talk a little bit about his own professional journey, brand value and the advertising strategies he’s helping pioneer as the COO of Dstillery.

Place Your Bets: Name the Top CX Innovator

Place Your Bets: Name the Top CX InnovatorJust when you thought there was nothing entertaining to do at work today, we offer this. Dust off your prediction skills, weigh some odds and take a shot at guessing the winners of the 2014 CX Innovation Awards.

The awards are sponsored by the Customer Experience Professionals Association (CXPA), a global non-profit organization created to guide and enhance customer experience management. It was co-founded by CMSWire contributor Bruce Temkin, managing partner of the Temkin Group.

CXPA just announced 14 finalists. Winners will be announced at the CXPA's fourth annual Insight Exchange event, which runs May 13 and 14 in Atlanta. This year's program includes:

  • Jeb Dasteel, senior vice president and Chief Customer Officer at Oracle on "Oracle’s Customer-Centric Journey"
  • Alison Circle, Chief Customer Experience Officer at the Columbus Metropolitan Library on "Re-Experiencing Legacy Brands"
  • Bob Johnson, president, Sprint Retail, and Chief Service and Information Technology Officer at Sprint on "Building a Customer-Centered Service Culture"

Helping the Insurance Industry Serve Customers

2014-06-May-To-Serve-Customers.jpgIn an iconic Twilight Zone episode, aliens arrive on planet earth. They bring with them a book entitled To Serve Man, from which we earthlings infer that the alien mission is "to perform a service for humanity." At the end of the story, the alien book is revealed to be a cookbook, whose main ingredient was humans.  

Here is my story about ways to better serve customers in the insurance industry. And to be clear, I mean it in the naive earthling sense -- practices that improve how insurers perform a service for their customers.

For Marketers, 'Most Popular' Social Media Doesn't = 'Most Satisfying'

The most popular social media tactics are also among the least satisfying. That's one of the findings in a new report from Forrester Research.

Salesforce Unveils Social Studio in ExactTarget Marketing Cloud

2014-06-May-Marcel LeBrun.jpg

Adobe showed off its marketing cloud in March. Microsoft made some headlines after. Oracle took the stage last week.

Salesforce takes its turn today.

Combing its $3.4 billion worth of acquisitions from the last few years -- ExactTarget, Radian6 and Buddy Media -- Salesforce launches the Radian6 Buddy Media Social Studio, a single platform for social content marketing, engagement, publishing and analytics.

"This is our most exciting release I can remember in a while in terms of Radian6 and Buddy Media," said Marcel LeBrun, senior vice president of social products for the Salesforce ExactTarget Marketing Cloud. "This is not an integration of two things cobbled together. It's a brand new product. We wanted to build something beautiful from a user experience."

Marketers: Embrace Automation or Face 'Extinction'

2014-5-May-Jay Famico.jpg

Marketing automation has seen its share of acquisitions

What else has trended? How about the advent of the marketing technology suite?

"Marketing automation 
often had been positioned as a point solution used by marketing solely for demand creation," said Jay Famico, practice director for technology at SiriusDecisions, a B2B research and advisory firm that has released its 2014 Marketing Automation Report. "Teradata, through
 its acquisition of Aprimo, and IBM, via its purchase of Unica, took a more expansive approach and provided a broader marketing platform."

It's an approach, Famico said, being imitated elsewhere, such as with Oracle’s acquisition of Eloqua and Responsys, Salesforce.com’s acquisition of ExactTarget/Pardot and Adobe’s purchase of Neolane.

Mailjet Claims: We're Better than MailChimp

customer experience, Mailjet Says It Has Testing Technology to Top MailChimp

A small, growing email marketing provider says it has the technology to take on MailChimp.

Paris-based Mailjet launches a feature today called A/x testing which allows users to test subject lines, email content, sender name and send time for up to 10 email test groups before sending what Mailjet calls the most optimized email version to the broader target group.

It says no other email service provider (ESP), including MailChimp, offers it.

"We're an all-in-one email provider where clients get maximum insight and deliverability results from both marketing and transactional emails," said Anthony Marnell, Mailjet's New York City-based vice president and head of US operations.

"It gives those powerful APIs to the technical team and the robust marketing tools and analytics tools to the marketing teams. We're trying to give companies the ability to get maximum benefit from each individual contact with each email sent."

Revenge of the Brochureware Billboard Designers

Organizations can’t resist broadcasting when customers just want to get something done. 

Blending Personalization and the Personal Touch: 5 Minutes with Scott Liewehr

2014-2-May-Scott-Liewehr no text.jpgRemember when shopkeepers knew your name? Good ones still do. Good websites, too.

Raising the level of customer experience on the web and mobile is, perhaps, the  greatest challenge facing marketers today.

Scott Liewehr got his start back in the late '90s leading the team which built Starwood Hotels' large-scale intranet. Since then, he's helped 100 of the Fortune 1000 with their ECM, WCM and portal needs.

Displaying 256-270 of 4385 results

< Previous 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 Next >