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Tag: cxm


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 […]


Advertising & Marketing, Technology

What Is Machine Learning’s Impact on Marketing Personalization?

February 20, 2020

Via: CMSWire

Marketers by now know machine learning has made an impact on marketing personalization efforts. Machine learning includes personalization use cases in the areas of lookalike modeling, churn analysis, cross-sell/upsell analysis and many others, according to a Forrester report last year […]


News

How to Keep Your Customer Experience Job

February 13, 2020

Via: CMSWire

Forrester recently predicted as many as one quarter of CX professionals could lose their jobs in the next year. “We expect that financial services industries will be hardest hit by CX job elimination, especially in retail banking and investment firms. […]


News

Why Marketers Should Be Leaders With Customer Data Privacy

January 15, 2020

Via: CMSWire

By now, marketers don’t need any convincing that consumers care about privacy. The proof is in the numbers. A 2019 Factual survey found 53% of Gen Z and 51% of millennials were either “somewhat” or “very” concerned about data privacy. […]


Advertising & Marketing, Technology

What Does it Take to Lose a Customer?

January 9, 2020

Via: CMSWire

Customer experience. It’s a term that meant little to organizations even 10 years ago, and even now might still elicit eye rolls from executives. Despite that, American Express research found a significant increase in consumer satisfaction in recent years. However, […]


News

Top Customer Experience Acquisitions of 2019

December 11, 2019

Via: CMSWire

Customer experience has become a competitive differentiator in the enterprise and it is a top line agenda item for many organizations. This is evident in the amount of customer experience technology acquisitions that took place throughout the last year. And […]


News

CMOs Share AI Implementation Successes and Challenges

November 20, 2019

Via: CMSWire

CMOs had better get accustomed to implementing artificial intelligence (AI) or machine learning into their marketing toolkits. According to the CMO Survey released earlier this year, CMOs said their marketing team’s AI implementations were likely to almost triple over the […]


Advertising & Marketing, Technology

Will Salesforce’s CMS Help It Dominate the Digital Experience Market?

November 18, 2019

Via: CMSWire

Gartner analyst Mick MacComascaigh told us four years ago he did not see Salesforce’s lack of a web content management system (web CMS) as a hindrance but added “it would be one heck of an opportunity for Salesforce to have […]


Advertising & Marketing, Technology

No One Wants to Talk to You and Other Modern Marketing Lessons

November 14, 2019

Via: CMSWire

How do you successfully execute a free trial? A recent conversation with a group of peers turned to this question when the value of free trials came up. In our business, we know if someone does an onboarding session with […]


News

Adobe Updates Experience Cloud, MasterCard Acquires SessionM & More News

October 25, 2019

Via: CMSWire

Adobe has announced enhancements to its Experience Cloud, which includes its customer experience, advertising and analytics software. The updates in software come in Adobe’s Data Science Workspace, its product recommendations offerings, retail sales forecasting and its people-based destinations solution. The […]


Advertising & Marketing, Technology

6 Challenges With Real-Time Marketing

October 3, 2019

Via: CMSWire

Gartner’s Hype Cycle for Digital Marketing and Advertising 2019 finds that marketing teams that ignore the real-time nature of customer behavior and expectations could see “full-scale media crisis.” Maybe but regardless, real-time marketing is no walk in the park because, […]


News, Platforms, Technology

Microsoft Debuts Dynamics 365 Commerce, Medallia Buys Zingle, More News

September 27, 2019

Via: CMSWire

Microsoft debuted commerce solutions for its Dynamics 365 suite to “transform the retail experience.” Microsoft introduced the solutions — Dynamics 365 Commerce and Dynamics 365 Connected Store — to press and analysts last week in San Francisco. The Dynamics 365 […]


News

Why 3 Young Innovators Created Game-Changing Tech

September 26, 2019

Via: CMSWire

CAMBRIDGE, Mass. — A solution to help African farmers prevent grain contamination. An alternative to invasive biopsies to better detect liver diseases. A communication tool to help authorities communicate with citizens when internet and cell service is down in times […]


Advertising & Marketing, Technology

The Next Evolution in Email Marketing: Beyond Personalization

September 17, 2019

Via: CMSWire

We’re witnessing an unprecedented explosion in digital communication technologies. Facebook, Twitter, TikTok, Snapchat, Slack — the options are practically endless. And yet email — conventionally viewed as a decades-old dinosaur — remains most people’s preferred way to communicate. And it’s […]


Analytics & Data, Technology

3 Ways Artificial Intelligence Is Transforming Customer Experience

September 16, 2019

Via: CMSWire

Artificial intelligence (AI) is here. The technology is already making an impact across many industries. According to IDC, worldwide spending on AI systems is forecast to reach $35.8 billion in 2019 — a 44% increase over 2018. For any company […]


Advertising & Marketing, Technology

How Marketers Can Leverage Digital Signage

September 11, 2019

Via: CMSWire

From voice-activated devices to in-store kiosks, touchpoints are everywhere, and more are coming. Even traditional signage is going digital, and brands are already seeing results, with digital signage boosting brand awareness by 47.7%. We’ve asked digital marketing experts what digital […]


News

What Do Customer Experience Teams Actually Look Like?

September 3, 2019

Via: CMSWire

The majority of organizations have a senior customer experience (CX) leader and a centralized CX team in place, according to findings from the Qualtrics XM Institute’s The State of Customer Experience Management 2019 benchmark survey. Is it time for all […]


Advertising & Marketing, Technology

What Marketers Can Do to Regain Consumer Trust

August 30, 2019

Via: CMSWire

The web has evolved considerably over the past several years, sparking numerous debates over its future. Among those voicing an opinion on the subject is its creator, Sir Tim Berners-Lee, who maintains that “it would be defeatist and unimaginative to […]


Advertising & Marketing, Technology

Your Marketing Launch Plan Is Missing a Critical Component: Strategy

August 16, 2019

Via: CMSWire

Some statistics are ubiquitous in marketing circles. Such as the one about half of all new businesses failing within the first five years. (And yes, there is some debate on how true it really is.) But if you think “half” […]