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Tag: cxm


News

OSF Digital Acquires Oegen, Sprinklr Teams With Salesforce on CXM and CRM, More News

November 10, 2022

Via: CMSWire

OSF Digital, a provider of digital transformation service and a Salesforce partner offering consultancy, configuration, design and development, has announced the acquisition of Oegen, a U.K.-based Salesforce consulting firm. Company officials said the acquisition will allow the expansion of a […]


Advertising & Marketing, Technology

Is Marketing Missing the Customer Experience Revenue Opportunity?

September 23, 2022

Via: CMSWire

Marketing’s role beyond the point of sale is a gray area. While we’d all broadly agree that our job is to create demand by helping businesses recognize they have problems, fewer would agree that keeping new customers happy should be […]


Analytics & Data

Powering Real-Time Customer Experience Through AI, Analytics and Good Data

September 8, 2022

Via: CMSWire

Customers are connected on social media and digital channels, empowered and in control. How they talk about a brand and their purchase decisions are shaped by one thing — their experience, which is every interaction they have with the brand. […]


Advertising & Marketing, Technology

Are You Spending on the Right Marketing Priorities for Diversity, Equity and Inclusion?

April 14, 2022

Via: CMSWire

Improving diversity, equity and inclusion (DE&I) is a major priority for companies today as they seek to outcompete in the marketplace. As a result, CMOs are spending more on DEI than ever before. But are they spending on the right […]


Platforms, Technology

Boomtown Launches New End-to-End CXM Platform

June 8, 2021

Via: CMSWire

Boomtown, a customer experience management company, has launched their new CXM platform, CXMEngine. CXMEngine connects CRM systems, enabling enterprises to orchestrate customer journeys across existing systems. According to Forrester’s predictions, digital customer service interactions will increase by 40% in 2021. […]


Advertising & Marketing, Technology

What’s the Right Path for Your 2021 Marketing Strategy?

January 29, 2021

Via: CMSWire

What now? Marketing leaders currently face that very question for 2021 marketing strategies after a tumultuous 2020 that saw record layoffs, marketing budget cuts and dramatically-shifting buyer habits. 2020, right? How do marketers respond in 2021 which still, let’s all […]


Advertising & Marketing, Technology

Exploring the Third-Party Customer Experience App Ecosystem’s Growth

January 27, 2021

Via: CMSWire

Digital customer experience software providers reported to CMSWire significant growth in their third-party application ecosystems in 2020. No shock there. COVID-19 sent digital adoption into high gear. McKinsey reported in October their companies have accelerated the digitization of their customer […]


Analytics & Data, Platforms, Technology

How to Sell Customers on the Benefits of AI-Powered Customer Support

October 21, 2020

Via: CMSWire

Only 10 years ago, artificial intelligence (AI) was just a lofty concept for consumers, appearing in pop culture references or fleeting news stories. Today, it pervades every corner of life, from Siri on our iPhones, to smart home security systems, […]


News

Which KPIs Are Right to Measure Your Customer Experience?

October 16, 2020

Via: CMSWire

Customer experience practitioners can choose from a wide variety of key performance indicators to determine the success (or lack thereof) of their efforts. So how can they determine which of these measurements are the most useful for their business? Define […]


News

What Is Voice of the Customer and What Does it Mean for Customer Experience?

October 15, 2020

Via: CMSWire

Voice of Customer (VoC) programs have been shown to improve the customer journey when brands use VoC metrics to obtain actionable insights, but only when those insights are used to make positive changes to a product, service, or business. Yet […]


Advertising & Marketing, Technology

5 Considerations for Your Omnichannel Marketing Strategy

June 29, 2020

Via: CMSWire

COVID-19 has separated the leaders from the laggards when it comes to omnichannel marketing and experiences, according to a report from Gartner. Researchers noted in the April report the world health pandemic has “magnified disparities between omnichannel innovators and those […]


Advertising & Marketing, Technology

If You’re Trying to Control the Customer Experience, You’ve Already Lost It

June 4, 2020

Via: CMSWire

Companies like to talk about being customer centric. The trouble is, the majority are doing more talking than listening. If you look at the most successful companies right now — Amazon, Instacart, Netflix — they’re successful in large part because […]


News

How Do You Maintain Customer Experience on a Shrinking Budget?

June 3, 2020

Via: CMSWire

The COVID-19 pandemic has caused sharp drops in sales and revenues for many companies, resulting in layoffs and other cost-cutting measures, including reductions to customer experience (CX) budgets. While the most common recommendation is to demonstrate the value of CX […]


Advertising & Marketing, Technology

How 3 CMOs Grapple With Budget Changes Due to COVID-19

June 2, 2020

Via: CMSWire

Here’s a non-shocker: U.S. marketing spend is falling and will continue to do so. And hundreds of thousands of marketers will be out of jobs. US jobless claims passed the 40 million mark last week, after all. Just how bad […]


Advertising & Marketing, Technology

2 Years Later: How Has GDPR Affected Your Marketing?

May 28, 2020

Via: CMSWire

Happy 2nd birthday, GDPR. The European Union’s General Data Protection Regulation’s saw its two-year enforcement anniversary date pass by Monday, May 25. By now we’ve heard about the major fines over the past two years. Now the question is what […]


Advertising & Marketing, Technology

What Marketers Should Do Now Instead of Sending Coronavirus-Related Emails

May 19, 2020

Via: CMSWire

Marketing leaders everywhere have spent the last few weeks taking stock of our “new normal” and what this global pandemic means for their brands. As events are canceled, campaigns get postponed, and much of communication goes digital, we are all […]


Advertising & Marketing, Technology

Why Are Marketing Email Open Rates Increasing?

May 14, 2020

Via: CMSWire

Open rates on marketing emails rose over the past four weeks as companies lean toward email to connect with customers, a report from HubSpot found. HubSpot, which provides CRM and marketing automation software, has been running numbers on marketing emails […]


Advertising & Marketing, Technology

Will Marketing Technology Tailwinds Help Power Through the COVID-19 Crisis?

May 7, 2020

Via: CMSWire

Marketing technology (martech) will suffer a “short-term hit rather than a long-term death,” according to Scott Brinker, because of the COVID-19 health pandemic. The crisis will inspire martech firms to further embrace digital operations and digital customer experience, strengthen performance […]


News

How Data Gathering Is Enabling Growth in Successful Enterprises

April 7, 2020

Via: CMSWire

Companies that have seen a positive revenue growth collect more customer experience (CX) data than other non-growth companies, according to a recent survey by Gartner The survey found that nearly 80% of growth organizations use customer surveys to collect customer […]


News

Are Brands Delivering What Customers Really Want?

February 28, 2020

Via: CMSWire

According to the PwC report, “Experience is Everything: Here’s How to Get It Right,” companies may tout the new technology they’re using to improve CX, but they haven’t focused on — or invested in — the aspects of customer experience […]