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Web Experience/Engagement Management (WEM) Articles

This Week: Is IBM Disrupting Email Collaboration? + Why OpenText Invested $1 Billion in GXS

New CMSWire Home Page!
We hope you're finding the new design of our CMSWire.com home page pleasing on the eyes. We launched the new look to kick off the New Year and are confident you'll be able to get the right content at the right time -- whether it's breaking news, digging deeper with analysis or industry overviews from our long list of expert contributors.

Let us know your thoughts on the new design! Happy 2014! 

-- Brice Dunwoodie, Founder, SMG/CMSWire.com.

Roadblocks to Epic Customer Experiences
If customer experience is so critical, why do so many companies stink at it? Our columnist took this to heart, and started a three-part series examining key obstacles that hinder companies from delivering the experiences customers want.

Content Management vs. E-Commerce
This week, we looked at different approaches to bridging the gap between content management and e-commerce. In the first part, we saw that e-Spirit has adopted a best-of-breed approach. We then went on to show how Elastic Path is using e-commerce APIs to integrate content and how Sitecore puts customers at the heart of the retail process by providing personalized content and user experiences.

IBM's Mail Next an Original?
IBM turned a lot of heads when it unveiled plans for Mail Next in the Enterprise at IBM Connect 2014 in Orlando, Fla. But is it all that original, really? Meanwhile, IBM launched at the conference a new global customer experience consultancy.

SharePoint's Transformation
Our three-part series on SharePoint developments concluded this week with a look into how collaboration changes have been transformative. Earlier in the series, we discussed enhancements for capacity and information management and the user interface — designing a new user experience, and coloring documents with rich palettes of metadata.

OpenText Takes Dive for Big Boys
With GXS and its B2B integration services, OpenText is gunning for the top of the space -- and they just might be there already, one analyst told us

Will Internet of Things Ever Take Off?
We take a look at some of the myths surrounding the IoT and examine why it may never reach its potential.

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Facebook Steps Into the Mobile Waters Again with Paper

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After several attempts to make up for its late arrival in mobile, Facebook may have a standout mobile hit on its hands. On Thursday, the social networking powerhouse introduced a new app for finding and sharing stories -- Paper.

The Salvation for Snack Attacks: Smart Vending Machines

The Salvation for Snack Attacks: Smart Vending MachinesI don’t know about you, but when I walk by a vending machine and see one of my favorite snacks, I immediately have a snack attack. Often times these attacks go unanswered because I typically don’t carry cash in my pocket, or for the times when I do, the machine is broken.

Well, enter smart vending -- and the answer to my vending machine woes!

Tweet Jam Recap: The Internet of Things and Impact on Customer Experience #CXMChat

There's been a lot said lately about smart thermostats and refrigerator spam, but in our inaugural Tweet Jam of the year we moved past the household appliances (with a brief toaster diversion) to look at the impact the Internet of Things  (IoT) will have on businesses. We examined the potential benefits and challenges of the IoT and tackled the pink elephant in the room: privacy.

The 2 Biggest Time Sucks in Corporate America

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"Please shoot me now! I can't do it anymore! Why does everything have to be so slow and painful? There has got to be a better way!" Does this sound familiar? Although it may have been a while since you heard or muttered any of these phrases at work, I would be surprised if you have not heard some similar sense of frustration at your job.

Let's take a look at the greatest "Time Sucks" in corporate America ...

What's the Customer Experience when Everything and Everyone Is Connected?

What's the Customer Experience when Everything and Everyone Is Connected?

As humans, we yearn for connection -- and while our tools will always change, the principles and desires that drive us stay the same. As our communications tools improved, the radius of our connections increased -- until the whole world was at our fingertips. Now, we are moving into a time when our connected devices are helping us connect to the world around us, in ways we couldn't dream of.

Salesfusion Buy Sets Race for Midmarket Marketing Automation

customer experience, Salesfusion's Acquisition Sets Race for Midmarket Marketing Automation

Salesfusion's purchase of LoopFuse today sets up a battle for digital marketers' attention in the midmarket marketing automation space.

The big gain for the now 75-employee Atlanta-based Salesfusion? Better social listening tools, top-notch IT and software-engineering talent and a continued lower-priced marketing automation alternative to the big boys like Marketo (500 employees) and Eloqua (scooped up by Oracle), according to Salesfusion CEO Christian Nahas.

"This was about two things — No. 1, talent," Nahas told CMSWire. "LoopFuse has really talented engineers on its team, and its CEO and I share a vision around the ease of use and smart marketing. And No. 2, this is about predictive analytics, social nurturing, social publishing and social listening tools. This tool will not just tell you that 500 people are talking about you — but the 50 most relevant people, their tone and buying signals."

Hey, Marketer: Stop Thinking About Vendors First

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Crash Davis in Bull Durham gave the best advice to a pitcher on a baseball mound: Don't think. "You just got lesson number one," the veteran Minor League catcher (played by Kevin Costner) told his rookie pitcher. "Don't think. It can only hurt the ball club."

It's kinda like that for marketers today facing the giant 947-vendor-plus marketing technology landscape aptly documented by Scott Brinker. Don't think about them.

"Stop thinking about vendors and products," said Gerry Brown, senior analyst for customer engagement and marketing technology at Ovum Research. "Think about the business requirement. The products should be treated as a solution to a business need, rather than an end in their own right."

We complete our series today examining ways to approach the thickly-settled marketing software vendor space. Last week, we discussed avoiding the vendor hype and finding your IT champion.

Internet of Things Delivers Context Just in Time

Internet of Things Makes it Just in TimeOver the past several years, the Internet of Things (IoT) has been making the rounds in tech circles as the next big thing. The plethora of data to come from all of these devices has been part of the big data push. The sheer mass of data to be generated by the IoT is mind boggling given all the sensors we are seeing in our formerly “dumb” machines. Theoretically, with all of that data, impressive predictions can be made based upon tracking trends and behaviors.

For some, the benefits will come from the opposite direction. IoT will provide situational context to everything that we do, enabling systems to provide the information we need exactly when we need it.

Why Agility is the New Marketing Mandate

Why Agility is the New Marketing MandateMarketers today find themselves needing to keep up with an abundance of new opportunities for creating, distributing and accessing content via new technologies, devices and touchpoints. With brand dialogues taking place in real time, expectations are high for marketers to be faster than ever before, relying on new technology to implement timely campaigns and responding to customers on the right medium at the right time.

To be successful in this rapidly evolving landscape, there is a new skill that content marketers should work to develop in 2014 -- agility.

E-Commerce, Content and Closing the Gaps: A Look at Sitecore

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Over the past two days, we have looked at different approaches to bridging the gap between content management and e-commerce. In the first part, we saw that e-Spirit has adopted a best-of-breed approach. Yesterday we saw how Elastic Path is using e-commerce APIs to integrate content.

In the final piece today, we look at Sitecore, which has put customers at the heart of the retail process by providing personalized content and user experiences.

Tweet Jam Reminder: Today - The Internet of Things and Customer Experience #CXMChat

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Rearrange your schedule, cancel that meeting and put down the burrito -- it's time to get ready for our first Tweet Jam of 2014!  In just under an hour we will come together to discuss the Internet of Things. How will business overcome security, software and privacy issues? Should every company jump on the IoT bandwagon? What benefits come with a hyper-connected world? Tune in to find out.

The Internet of Things is Knocking on Your Door

outsideyourdoor.jpgRFID tags are cheap. Sensors are dropping in price. Many factors are aligning to usher in the Internet of Things.

Just Show Me: Customers Like Google Product Listing Ads

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Google can dream all it wants about robots, smart homes and artificial intelligence. But as we explained yesterday in a story about its latest acquisition binge, Google is still basically an advertising company.

And Product Listing Ads (PLAs), which combine images and text, are one of the key tools it has in its increasingly large and sophisticated bag of tricks.

Content Strategies Built for Revenue

Content Strategies Built for RevenueIt’s only the start of a new year, and already there is quite a bit of chatter about content and how it can affect the success of a business. There are debates about the continued effectiveness of content marketing as a strategy, and arguments over whether technology can actually fix anything.

But as we look at marketing -- and how the use of content plays into that -- one of the drivers we have to examine is changing the way we think of success. Rather than looking at “more engagement” -- whether it be “visitors,” “likes” or “followers” -- we should start to examine how content can be tied together to generate revenue.

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