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Web Experience/Engagement Management (WEM) Articles

The Shared Goal of Customer Experience #Gilbane

Last month I attended the Gilbane Content and Digital Experience conference in Boston. I’ve written before about my appreciation of smaller, specialized conferences. At these smaller events, you really feel a connection to the other exhibitors and attendees. Everyone’s there out of specialized interest, and you leave feeling that you’ve had a chance to have conversations with some of the most innovative thought leaders in the field. And if J.Boye in Aarhus takes the cake as my favorite conference in Europe last year, Gilbane was its American counterpart.

What's New in January for Open Source CMS

WordPress, the Goliath of free and open source content management systems (CMS), closed the year with the release of a new version named in honor of yet another musician.

Version 4.1 — aka "Dinah" — honors singer and pianist Dinah Washington, one of the most popular black female recording artists of the 50s. She was posthumously inducted to both the Big Band and Jazz Hall of Fame and the Rock and Roll Hall of Fame.

Matt Mullenweg, the founder and CEO of WordPress' parent company, Automattic, and a musician himself, blogged that the new version "helps you focus on your writing" and that the new default theme, appropriately named Twenty Fifteen, "lets you show it off in style."

Mullenweg said the blog-focused theme is designed for clarity and has "flawless language support" through the use of Google’s Noto font family.

Writing is work — and this version aims to make it easier through something called a distraction-free writing mode. When you start typing, all of the editing tools disappear, "letting you focus solely on your writing." The tools "instantly return when you need them," Mullenweg explained.

Not sure if this will actually make writing any easier, but it's a novel option that perhaps some of the platform's massive user base might find worthwhile. For the record, WordPress powers more than 46 percent of the World Wide Web, according to BuiltWith, which monitors such things.

What else is new in free and open source CMS this month? Plenty.

The Washington Post May License its CMS Platform

The Washington Post's team of developers and engineers have done such a stellar job of building out a new content management system (CMS) that it's now considering licensing it to other news organizations, according to a recent article in The Financial Times.

The FT reported that the paper has been approached by other publications about licensing the software.

Just How Much Must the CMO and CIO Work Together?

Forrester Research says a strengthened relationship between the CMO and CIO will be paramount for companies' success in 2015.

Shocked? Neither are we. This executive relationship -- and how it must be tightened, glued, bonded and sealed -- has been bandied about before. 

Marketing and information technology leaders reached by CMSWire agree the CIO-CMO is an important relationship in the executive scheme of things.

But just how important depends, they say.

"While there is no doubt that the CIO-CMO relationship is key to success in the digital age, the same applies to relationships across the C-suite," said Ian Cox, a London-based author who was a finalist for the British Computer Society’s CIO of the Year award in 2011 and was also ranked among the top 100 UK CIOs for 2012 by CIO Magazine.

3 Focuses for Mobile in the Year Ahead

2015-05-January-Mesmerized.jpgDigital marketers: 2015 is here, and it’s time to play catch up. For the past 10 years, we’ve been trying to keep pace with the latest innovations, strategizing and re-strategizing to implement the next great personalization feature or web design technique. But that period of innovation has ended and, moving into 2015, we find ourselves in a new period of digital transformation. By fully implementing these innovations in the coming year, marketers can help companies transition into fully digital-first business.

Where should we start? Mobile.

Bring Your Employees to the Customers

2015-05-Customer-Interaction.jpgCustomer communities: they seem like such a great idea. Get your customers together to let them help each other and to help you gauge their mood. Build it, tell people about it, publish some exclusive content and watch the magic happen.

Except it isn’t that easy. If your product is exceptionally challenging or complex you will get a lot of participation in support forums, but that will attract the frustrated and angry. What every vendor wants is a collaborative conversation with their customers that drives loyalty and innovation. The one thing that almost never fails is getting employees active in the online communities.

Bill Rogers Is Out at Ektron, Sources Say

It's a new year, but the Ektron story is far from over.

Multiple sources confirmed today to CMSWire that Bill Rogers is no longer CEO at Ektron, the company he founded. The move signals the end to the Rogers family era for the 16-year-old web content management systems (Web CMS) provider.

The Rogers' brothers -- Bill and Ed -- had worked together at the Nashua, NH-based company for a good chunk of its 16 years. Ed, who served as chief operating officer, was fired in 2011 and went on to found Akumina. Bill was Ektron's CEO all the way through last month's major investment by Accel-KKR.

However, speculation was high that Rogers would be ousted, and sources today confirmed to CMSWire that Ektron officials told the 200 or so employees of Rogers' departure earlier this week.

It is unclear as of now if Rogers was terminated or left on his own terms. CMSWire's email and text to Tim McKinnon, Ektron president, were not immediately returned.

CMSWire Top Contributors 2014 - Tjeerd Brenninkmeijer

3ef26a4.jpgTjeerd Brenninkmeijer predicted that 2014 would be "a great year for Web Content Management" one year ago and from this vantage point, it looks as if he was right. Tjeerd's passion for all things digital experience and 14 years of business experience keeps him in demand as a speaker at conferences and in demand as a writer on CMS related topics. 

A Look Back: Still Searching for Optimal Customer Experience

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You couldn't escape talk about awesome, amazing, remarkable customer experience (CX) in 2014 — or, for that matter, related terms like customer satisfaction, customer focus, customer service or customer-centricity. It is, after all, the Age of the Customer — a reality that has caused businesses everywhere to embrace CX as a business goal.

But like the mythical 10 pounds we collectively vow to lose on New Year's Day, the customer centricity of most companies, as evidenced by their delivery of memorable customer experience, rarely evolved from a concept to a practice this year.

And no matter how hard companies tried — with new technologies, new programs and even new names ("customer success," anyone?), the dream of seamless, engaging, excellent cross-channel customer experiences often remained an illusion.

  • Why is it cheaper if I order online for in-store pick-up than if I just buy it off the shelf at the store?
  • Why do so many companies make me wait more than 30 minutes to speak to someone who might have the authority to resolve my problem?
  • Why are call center representatives unable or unwilling to understand when you plead "I cannot hear you – please adjust your headset?"
  • Why can't anyone listen to what I am saying?
  • Why are so many of my interactions with companies simply frustraneous?

Why, indeed?

A Look Back: Innovation or Hype in Digital Marketing?

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Digital marketing is hot. Has been for years now, and 2014 was no different.

But by hot, what do we mean?

Hot as in products are killing it for organizations -- churning out ROI like it's going out of style? Hot as in innovation is at an all-time high, with different products and features hitting the market daily? Hot as in having a digital platform is a MUST for any marketer?

Some of this is happening, we're sure. But in 2014, it seemed like digital marketing was hot simply because, well, people were talking about it.

We really didn't see a leader. A clear visionary. An innovative concept that no one had that just flipped the industry upside down, much like when a Harvard dropout wanted to connect college kids online more than 10 years ago.

CMSWire's Top 10 Hits of 2014: Digital Marketing

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For digital marketing, 2013 was the year of acquisitions — and 2014 was the year of putting those acquisitions into action. IBM and Silverpop. Insightera and Marketo. Oracle and Responsys.

Integration with acquisitions take time, and we didn't see a clear winner in 2014. Will we in 2015?

5 Non-Negotiable Requirements for a CMS in 2015

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Content marketing and mobile are the digital marketing buzzwords for 2015. Next year, techniques like personalization, targeting and testing will be non-negotiable CMS features — and here's why.

Your customers are empowered like never before. They seek out information about your business on their own terms, on their own time. And they’ve got options: Google search, reviews, forums and social media all combine to shape their image of your company and its offerings.

If they’re interested, they can choose to visit your site or download your app. It’s their call. If you want to engage them, you have to provide appropriate, relevant and entertaining information. And make sure it is accessible on mobile, which has overtaken desktop consumption in the past year.

Discussion Point: What's Most Important in Web CMS?

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Nothing stirs a good tech conversation like Web Content Management Systems (Web CMS).

Some think it's time to get back to basics. Everyone has a say on who has the best CMS out there. And people watch this industry pretty closely -- especially on merger and acquisition talks.

But this is a technology. And enterprises need it to do their jobs better -- and make websites look fabulous while managing content.

So what is the most important feature in a Web CMS? We put this question out to some Web CMS veterans today in our latest Discussion Point.

By the way, this closes out our 2014 season of Discussion Point pieces. Check out prior ones. Got a great topic for 2015? Tweet us @cmswire.

PwC's Pete Winkler: Exploring Global Opportunities

Thumbnail image for Connecting with Bill SobelPete Winkler has more than 20 years of marketing, brand strategy and management consulting experience. 

He's spent much of his career at PricewaterhouseCoopers, where he has held several key positions.

He served as Global Marketing Director of PwC’'s Entertainment and Media Practice, leading all marketing and business development efforts and overseeing PwC’'s Global Entertainment and Media Outlook, a leading industry’ market forecast.

He was also a management consulting director in PwC’'s Entertainment and Media Advisory Practice, where he specialized in advising multinational companies on the impacts of digital technology and industry convergence. His clients included some of the leading international entertainment and media conglomerates, as well as top software, telecommunications and technology services companies.

Now he's Priority Clients Leader for PwC’s Central and Eastern European region, overseeing client relationships, market targeting and new business growth initiatives.

The Problem with Personalization and Customer Experience

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“I’m sorry Dave, I’m afraid I can’t do that.” -- Hal, 2001: A Space Odyssey

At the recent Henry Stewart DAM Conference in Los Angeles, the best and the brightest in Digital Asset Management shared their stories and showed their wares to an eager audience. The subject that recurred in presentations and many conversations was that of "personalization" and customer service in technology.

Consumers want more than just an experience -- we want a personal connection that identifies with who we are, our interests, expectations and abilities. Personalization of experience, technology and delivered results depends on accessible, comprehensive data feeding the website. Getting the right data at the right time requires understanding and effort from people, process and technology. The difficulty of providing personalization lies in leveraging the data to provide stellar customer service, inspire trust, gain efficiencies and meet expectations.

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