Topic:

Customer Experience Management

Latest Headlines

Latest Headlines

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.

New Adobe Experience Manager tools tie big data to creative content

Adobe deepened the ties between big data and creative content with the inclusion of new asset management tools in Adobe Experience Manager. Adobe's goal is to simplify the process of shepherding content from its creation to its eventual marketing destination.

When managing the customer experience becomes an IT problem

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.  

Survey shows US companies excel at customer experience management

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.

When technology gets in the way of customer experience

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.

Spotlight: Fumbling the customer experience

CEOs and marketers fret daily about providing customers the best possible experience, only to shoot themselves in the feet.

Adobe announces new DAM tools, solutions for marketers

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.

Hippo partners with EMC to step up customer experience game

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.

Cleveland Cavs deliver content to fans mid-game via beacons

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.

Integration lacking across customer experience technologies

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.