Articles
Tag: digital customer experience management
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What Is Customer Experience Management?
Exploring the key concepts, strategies and software behind customer experience management (CXM).
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DX Practitioners on User Experience, Global Execution Challenges
CMSWire caught up with digital customer experience practitioners to find out what their recent challenges with technology and strategy are.
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Optimize DX - and Get Real - with Customer Experience Management
As a poor college student, I would have done nearly anything for an extra buck. So when I was offered $20 to be observed while trying to accomplish various tasks on a 1990s website, I jumped at the chance.
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SDL Admits Its Customer Experience Message Failed
SDL’s executive chairman admitted the company put the "wrong salesmen" in "wrong opportunities," which led to "disappointing" win rates for its customer experience management suite. David Clayton told CMSWire that SDL was caught in a never-ending game of catchup with Sitecore and Adobe. As a result, the Maidenhead, England-based
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IDC: Your Customer Experience Cup Is Just Half Full
A month after IDC warned companies about the tough challenges in improving customer experience, a new survey by the research firm shows little more than half the firms are even trying.
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Nielsen Breaks Into CXM with New Listening Platform
Customer experience management is about to get a lot more interesting, with some help from global market research and insights company, Nielsen. The company has partnered with ResponseTek, a provider of customer experience management (CEM) software, to create a new customer experience solution – the Nielsen Listening Platform.
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Acquiring Customers Amid the Social Babble #SDLInnovate
You don't need to listen to 56 billion social conversations to build your business. You just need to hear the ones that matter. That was the landscape Liz High, vice president for global insights and analytics at SDL, explored at her company's Innovate event in San Francisco.
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Dig into Your Data to Delight Your Customers #SDLInnovate
When preaching the gospel of customer experience management, it helps if a CEO has transformed his own company as Mark Lancaster has changed SDL. Lancaster opened his company's conference in San Francisco today -- the third in a series of five global events -- with a sermon on the
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Gartner Names 5 Vendors That Make CRM Cool
If you still have doubts whether customer relationship management (CRM) is trendy, hip and cool, put your mind at rest. Gartner just released a list of "cool" CRM vendors.
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Cloudy Outlook for Enterprise Customer Relationship Management
There's new research from software consultancy Software Advice on the way enterprises are deploying customer relationship management (CRM) systems. It shows sales force automation is the most requested application — and that the vast majority of enterprises prefer CRM in the cloud.
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How Marketers Can Capitalize on the Coming Internet of Things
The so-called Internet of Things ? Fugetaboutit ... at least for a while. The Internet of Things refers to a world where everyday physical objects are connected to the Internet and are able to identify themselves to other devices.
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Gartner's Sales Force Automation MQ: Microsoft, Oracle, Salesforce, SAP Lead, NetSuite Challenges
Yesterday, in our first look at Gartner’s Magic Quadrant for Sales Force Automation (SFA), we saw that there is growing interest, and use, of SaaS deployments. This is coupled with an ongoing discussion about the best mobile strategies and what SFA applications fit in with what kinds of business.
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Gartner MQ: Sales Force Automation Moves to SaaS, Microsoft, Oracle, Salesforce, SAP Lead
If the majority of the US$ 4.7 billion spent on Sales Force Automation (SFA) software last year was mainly spent on sales applications, the market was characterized by the continued move to SaaS models by enterprises looking for economy and agility.
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Gartner MQ: CRM Customer Engagement Center - Oracle, Pegasystems, Salesforce Lead, Microsoft, SAP Challenge
Our first look at Gartner’s Magic Quadrant for CRM Customer Engagement Centers (CEM) showed a market littered with obsolete business applications. However, the three vendors in the Leader’s Quadrant -- Oracle RightNow Cloud Services, Pegasystems and Salesforce -- appear to be bucking that trend.
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