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Web Experience/Engagement Management (WEM) Articles

Give Users a Vote: Why Testing in Email Matters

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Consumers want their voices heard.

Social media marketers have turned to crowdsourcing to include customer's voices. But email marketers have been giving people the opportunity to vote for years.

We're not talking about direct surveys, although those can work. What we're talking about is measuring the votes that customers make every day when they choose to click or not click -- using A/B testing. 

Twin Prime Promises a Fast 'Wireless Mile' for Mobile Apps

Idea conceived. Mobile app developed. Mobile app deployed.

This is where Twin Prime promises to make things better. Its technology makes mobile apps faster, officials there promised.

They disrupt the content delivery network (CDN) space better than anyone, including Akamai, who they particularly cited.

"Twin Prime’s software makes mobile apps fast," said Kartik Chandrayana, the co-founder and CEO of Twin Prime, based in Redwood City, Calif.

The mobile data delivery optimization company releases a platform out of stealth mode today. It also announces $9.5 million in funding.

"Fast apps implies happy and engaged users," Chandrayana said. "In fact, Frontback, a Twin Prime customer, saw that its users were spending 50 percent more time in the app, and requesting more images because they were getting data faster. Twin Prime enables businesses to build fast, responsive apps which make more money for them."

Successful CMOs Create the Structure to Innovate

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Change conquers those who fail to receive it as a friend. And change has got marketing in a headlock these days.

Consumers engage with brands, explore products and make purchases in ever more channels and on ever more devices -- and this dizzying trend will only continue. Marketers are struggling to keep up (understatement alert).

Let’s walk through five ways CMOs can help their organizations not just adapt to the changing landscape of marketing, but thrive in it. 

Ex-Ford Visionary Scott Monty Tells You His Social Secrets

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It's not every day you get to sit down with an "an unstoppable force of nature" — a guy Alan Mulally, the CEO of Ford Motor Company, described as "a visionary."

But those effusive words seem less important to Scott Monty that a few simple realities. He describes himself as a husband, a dad and "generally nice guy," who enjoys writing about the changing landscape of business, technology, communications, marketing and leadership.

Monty is executive vice president of strategy at SHIFT Communications, a public relations firm with offices in Boston, San Francisco, New York City and Austin. He's also editor and co-host of I Hear Of Sherlock Everywhere, "news and information about Sherlock Holmes in popular culture in one convenient site and podcast."

What Could You Do With a Digital Marketing Command Center?

This morning, a vendor promised us their solution is the only that looks at the entire customer journey and provides sales agents actionable insights.

Now another vendor is making the same promise for digital marketers.

Bedford, Mass.-based Progress Software has created a Digital Marketing Command Center. Officials said it combines technologies from its Telerik Sitefinity CMS and Sitefinity Digital Experience Cloud to help marketers track and measure customer behavior.

"We started this 16 months ago, and this is one of the things we've struggled with ourselves," said Martin Kirov, vice president of product management and marketing for the Telerik Sitefinity CMS. "And most customers struggle with the fact that digital marketing teams operate in a very fragmented way."

The Next Big Thing: #SXSW Accelerator Winners

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They came to Austin, Texas from far and wide — places as far removed from each other as Atlanta and Austria, Salt Lake City and Stockholm, New York and Tokyo … you name it.

Their mission? Plain and simple: to win the Accelerator competition in their particular category at SXSW’s StartUp Village.

This is the place to not only win, but also to become known.

"Over the past six years of companies competing in SXSW Accelerator, more than 50 percent have gone on to receive funding in excess of $1.7 billion and 12 percent of the companies have been acquired," said SXSW Accelerator Event Producer Chris Valentine.

But making it into the competition isn’t easy.

Would You Run Your Call Center on Chromebooks? Avaya Thinks So

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Avaya claims its Call Center services power a significant share of big call centers.

Among customer call centers with more than 400 agents, it estimates a 63 percent market share. Among call centers with more than 1,000 agents, it estimates a 70 percent share.

So what’s Avaya thinking right now? How does it capture that elusive market segment of call centers with 10 to 250 agents?

Today, the company spun off from Lucent Technologies and Bell Labs in 2000 announced an expanded partnership with Google.

The goal is to target a market segment that Avaya calls “green pastures.”  

That partnership creates a curious technology arrangement where Chromebooks — the class of PC created by Google to run essentially anything that can be run on the web — will become the exclusive device for running the company’s latest OnAvaya cloud-based call center.

Genesys Update Works to Engage Your Customers

Genesys released an update to its Customer Experience Platform that it boasts will help you engage and guide your customers.

Reed Henry, chief marketing officer for Genesys, said the platform integrates and augments customer relationship management(CRM). It adds native technology "to directly engage and guide customers across all interaction channels, including voice and touchpoints."

Genesys is a Daly City, Calif.-based contact center software provider. It has 3,000-employees.

"We call this orchestrating the customer journey," Henry added. Other CRM platforms react to customer behavior. But they don’t shape it or attempt to orchestrate the step-by-step sequencing of customer interactions, he added.

7 Tips for System Integrators to Bridge the IoT Gap

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Vendors should take a bold stance when it comes to the Internet of Things (IoT), but implementers can’t afford to bet on that. Instead, they need to take the lead, from investing in research to starting pilot programs. Positioned between vendors and clients, they are at the center of a post-digital revolution, putting them in the ideal position to act as bridges that link the two sides together. 

Build Audiences, Not Visitors

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One statistic that gets thrown around too easily these days is how much of a buyer’s journey is completed before the first sales contact. Some analysts claim that it’s 60 percent. Some say it’s as much as 74 percent.

Regardless of which number is right, it comes down to this: buyers turn to external and brand-produced content more and more to reach a buying decision.

Altocloud Claims It Can Help You Reach Your Customers - Now

A Silicon Valley startup is coming out of stealth mode to help you connect with your customers in real time.

The company, Altocloud, is releasing what it describes as a unique solution today, which combines machine learning and predictive analytics with real time communications within websites and mobile apps.

Altocloud officials said the solution makes voice, video and chat interactions better. It predicts the right visitors and moments in online journeys where interactions add value.

"Altocloud helps companies increase sales whether it’s more conversions on an e-commerce website or higher value leads on inside sales by profiling their prospects and customers and telling them the best way to communicate live with the customer," Barry O'Sullivan, CEO of Mountain View, Calif.-based Altocloud, told CMSWire.

"Without us, they are flying blind. We give them the information they need to know -- which prospects will respond best to which types of live 'in-the-moment' communications and with whom." 

Customer Engagement is Usually a Sham

If you’re ripping your customers off, you can’t expect to design an experience to engage them. 

How Adobe Analytics Adds Up #AdobeSummit

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SALT LAKE CITY -- Think analytics and you probably think numbers. But that's just a starting point.

The bottom line in analytics isn't numbers: it's the actionable insight that data provides.

"We've totally changed to a data-driven business," said Ron Bertoncini, senior digital analytics manager for Telus (pictured here, r, with colleague Duc Nguyen).

Telus is a Vancouver, British Columbia-based telecommunications company. With more than 40,000 employees, it's the country's second biggest firm in its space.

Channel Marketing Blues Got You Down?

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Consistent, quality customer service is hard to come by. How often do you walk away from an interaction with a brand thinking “Wow, that was simple!” More often, it's “Why does it have to be so hard?”

Research shows that 89 percent of customers stop doing business with a brand after a single poor customer experience. Think about that -- pretty sobering, no? And many times bad customer experiences can be laid at the door of a disjointed customer engagement strategy.

Oracle Social Cloud Now Offers Instagram, Weibo Support

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Keeping track of social media conversations around brands is a moving target.

And it gets even more challenging as people extend their online presence to different platforms.

But Oracle claims more help is on the way. The Redwood City, Calif.-based company announced today that it's beefing up its Social Cloud with support for two more platforms: Instagram and Weibo.

Oracle Social Cloud’s Social Relationship Management platform will track engagement and analytics for Instagram. It provides the same support for Weibo, along with publishing capabilities.

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