Customer Experience Management

Latest Headlines

Latest Headlines

OpenText teams with SAP for personalized omni-channel content delivery

The partnership between OpenText and SAP hybris Solutions helps organizations target their digital assets where they'll do the most good.

Tapping into the emotions of the customer experience

Customer experience management company SandSIV released a white paper earlier this month that takes a look at what happens when organizations overlook the emotional aspect of transactions with their target demographic.

Customer experience management platforms aren't a panacea

Marketers have moved beyond the simple desire to provide excellent customer service and now obsess over the customer experience, also called CX. Gallup researchers said they've "observed a growing arms race among brands to implement bigger and better customer experience platforms." They noted CX platforms and the data they provide are great but aren't enough to provide the level of customer experience brands strive for.

Marketers need customer experience tools more than they think

Marketers may think customer experience tools are just a fad, but some say the only way to effect any real change in the minds and pocketbooks of customers is to admit that CX tools are an asset, not a hindrance, to meeting sales and marketing goals.

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.