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Find industry news, comment, hints, tips and best practice on the SDL corporate blog.
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Find industry news, comment, hints, tips and best practice on the SDL corporate blog.
IT Professionals (IT Pros) have a checkered reputation. The media and popular culture would have us believe that these people (in the media imagination they are ALWAYS men...) are granularly focused on arcane technical matters, inhabit server rooms (at work AND at home...) or basement deve… Continue reading this post »
Posted by Jeff Hora in Customer Experience Management , Global Customer Experience Management , Innovation , SDL Innovate
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Customer journey mapping is not a new idea. In fact, the concept of “journeys” has become so pervasive you can’t go a day without hearing someone’s journey referenced in the media, a marketing campaign or conversations in the office. One of the challenges with a concept becoming so well un… Continue reading this post »
Posted by Donnell Wright in Customer Journey Mapping , Social Data , Social Intelligence
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As anyone who has organized an event knows, it takes a tremendous amount of elbow grease to nail down the Who, What, When, Where and How... and sometimes to the detriment of the Why.For our upcoming event, the Customer Experience Summit, we wanted the Why to be at the center of everything … Continue reading this post »
Posted by Sharon Fels in Customer Experience Management , E-commerce , Global Customer Experience Management , Mobile , Structured Content , Web Content Management
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The recent bombings at the Boston Marathon has affected people around the world in different ways. At SDL, we have two offices in the Boston area (Waltham and Wakefield) and many other persons with Boston ties. One of them is Warren Sukernek, VP of Social Business. He is a Boston native wh… Continue reading this post »
Posted by John Song in News , Social Intelligence , Social Media
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I’m excited to say that we will be launching a video series on social intelligence, starting with the video that you see here. Our team can discuss social intelligence all day long, but we thought it would be beneficial to ask some experts in market research who are currently leveraging so… Continue reading this post »
Posted by Amber McCrory in Customer Journey Mapping , Social Data , Social Intelligence
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Everyone’s familiar with the Ps of marketing; well, Social Intelligence has a few Ps of its own that vary from traditional research. The three Ps I’m referring to are: Past, Present and Prognostication. Sure, there are probably others, but let’s look at the ones related to periods of time.… Continue reading this post »
Posted by Will Scharf in Social Data , Social Intelligence
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I was honored when Gartner asked my colleague (Misia Tramp) and I to speak at the upcoming Gartner Customer 360 Summit. Overall the summit is geared at helping IT and Marketing executives capitalize on the shift away from traditional “inside-out” CRM and towards an outside-in customer-enga… Continue reading this post »
Posted by David Ashton in Customer Experience Management , Global Customer Experience Management , Innovation
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One of the many exciting parts of my job is to get out there and present to people some of the exciting stories that we have to share around social data and how it can better inform practice and process when it comes to the Customer Experience.In this presentation I made in London –as part… Continue reading this post »
Posted by James Ainsworth in Customer Experience Management , Social Data , Social Intelligence
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We’ve recently published a white paper at Retail TouchPoints, “5 Ways to Boost Marketing Revenue with Big Data” about the ways marketers can use Big Data to focus on the customer and boost revenue. We highlight several real-world case studies to prove the ROI of using Big Data to respond t… Continue reading this post »
Posted by Rusty Warner in Campaign Management and Analytics
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Customer decision making has shifted – it is no longer linear – we don’t control it as much as we once did. Influence typically stems more from peoples’ individual networks and less from organizations these days. Measuring, influencing and improving customer experience is very much a viabl… Continue reading this post »
Posted by James Ainsworth in Customer Experience Management , Customer Journey Mapping , Social Data , Social Intelligence
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