Customer experience management once fell under the general purview of the marketing department. With the advent of mobile-first and omni-channel marketing strategies, marketers can't go at it alone and are leaning heavily on IT to help get initiatives off the ground.
Complaining about customer experience (CX) is practically a national pastime, but U.S.-based companies actually do a commendable job, according to a survey conducted by British CX research firm Nunwood. In fact, our neighbors across the pond have some catching up to do.
Finding new ways to create an excellent customer experience keeps marketers up at night. Scott McMillan, General Manager for Business Consulting for multi-channel marketing firm Salmat says part of what's holding them back is the technology that drives customer engagement.
CEOs and marketers fret daily about providing customers the best possible experience, only to shoot themselves in the feet.
Adobe made a series of announcements at this week's Adobe Summit that highlight its commitment to make digital asset management easier for marketing professionals.
Once upon a time, document management and CMS platforms got along famously. The former helped organizations deal with the piles of internal and external documents they created while the latter was focused on the customer-facing experience. Eventually DM solutions fell by the wayside as companies focused all their effort on the CMS. Tjeerd Brenninkmeijer, CEO and founder of WCM provider, Hippo, says it's time to get the band back together again.
The Cleveland Cavaliers are using 50 Bluetooth beacons spread through its home stadium to transmit video content and other promotional material to basketball fans during home games. Since implementing the system in October, smartphone users who downloaded a special app and opted-in to receive messages have received more than 82,000 transmissions.
A survey from customer experience solution vendor SDL revealed more than 80 percent of retailers plan to increase spending on tools to enhance customer experience.
In a move that surprised approximately no one, web content management software company Ektron announced this week it has merged with WCM vendor EPiServer. The union is backed by private equity investment firm Accel-KKR.
Marketo and Oracle Eloqua customers got a leg up on automated translation capabilities with the newest release of translation and localization platform Cloudwords. The new version automatically converts email or website landing page content to a different language based on the viewer's geographic location.