Topic:

Customer Experience Management

Latest Headlines

Latest Headlines

Spotlight: 'Customer-obsessed' is the new CXM goal

Customer experience management is so last year and plain old customer service is so last century.

Hippo and Bynder team up for improved digital experience management

In an effort to step up the integration of Web content into the entire digital customer experience, Web content management firm Hippo has announced a new partnership with branding automation company, Bynder. The goal is to free WCM from its place as a standalone task and give it an equal place in a company's branding experience.

CXM meets CMS at London City Airport

London City Airport rolled out a combination of 26 self-service kiosks, "smartwall" screens and mobile check-in desks to assist travelers trying to get into or out of the airport, noted...

CMOs believe in value of visual assets but don't prioritize their management

A new study from the Chief Marketing Officer Council reveals that visual assets are a key component of strong customer engagement but there's a strong disconnect between the desire to use them and the ability to store and manage them. It's a bit like trying to make the perfect meal for guests when you lack a kitchen and pantry.

Customer experience management: Help or hype?

Customer experience management is as much a catchphrase today as "social media guru" was five years ago. Indeed, it's difficult to have a conversation at any level about customer engagement without mentioning CX somewhere along the way. Some industry insiders suggest that the intense focus by marketing on the customer experience is leading to a rift between marketing agencies and their clients.

Is app engagement the newest flavor of customer experience management?

Back in the day (so, about a year ago) mobile-ready was all the rage in customer experience management. Once it became clear just how much consumers like to bury their noses in their phones while shopping online or out in the real world, the rallying cry became "mobile first!" Don't get comfortable yet, marketing folks. The next new thing in customer experience just might be app engagement.

Making content analytics work for you

We  reported recently that organizations are increasingly finding value in content analytics. Seventy-three percent of businesses polled by AIIM for a recent study said there's "real business insight to be gained" from assessing the business intelligence and analytics of digital content but figuring out how to free that data confounds many companies. Ben Rossi, group editor at Information Age, had some suggestions that may help.

The part of mobile customer experience strategy you're overlooking

Few companies lack understanding about the importance of data analytics and mining it for all the customer information they can possibly squeeze out. However, it's vital that organizations don't treat analytics as an archaeological expedition to learn exclusively about the past.

Why your customer experience strategy falls short

Stefan Tornquist, VP of Research for Econsultancy, pulls no punches with his assessment of why so many customer experience strategies fall short of expectations. Following the release of an Econsultancy  study on consumer behavior, he outlines five reasons, including the suggestion that many organizations are spectacularly lacking in self-awareness.

Should every business have a customer experience manager?

Robert Johnson, CEO of customer service software vendor TeamSupport said putting all your eggs in a single managerial basket is a mistake.