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CX can’t be thought of as a special project or the responsibility of a single function, such as user research. It needs to be a way of life. Continue reading 4 proven approaches to CX strategy that make customers feel loved
The concept of the customer data platform (CDP) is a relatively new one. Up until now, it has focused primarily on pulling data about an individual consumer from a variety of channels into a super record, where in theory you can serve more meaningful content and deliver more customized experiences based on all this detailed […] Continue reading Adobe expands customer data platform to include B2B sales
Sprinklr has been busy the last few years acquiring a dozen companies, then rewriting their code base and incorporating them into the company’s customer experience platform. Today, the late-stage startup went back to the fund raising well for the first time in three years, and it was a doozy, raising $200 million on a $2.7 […] Continue reading Sprinklr raises $200M on $2.7B valuation three years after last investment
Acquia, the commercial company built on top of the open source Drupal content management system has pushed to be more than a publishing platform in recent years, using several strategic acquisitions to move into managing customer experience, and today the company announced a new approach to developing and marketing on the Drupal Cloud. This involves […] Continue reading New Acquia platform looks to bring together developers, marketers and data
Adobe announced today that Adobe Experience Manager (AEM) is now available as a cloud-native SaaS application. Prior to this, it was available on premises or as a managed service, but it wasn’t pure cloud-native. Obviously being available as a cloud service makes sense for customers, and offers all of the value you would get from […] Continue reading Adobe Experience Manager now offered as cloud-native SaaS application
Yesterday, Adobe submitted its quarterly earnings report and the results were quite good. The company generated a tad under $3 billion for the quarter at $2.99 billion, and reported that revenue exceeded $11 billion for FY 2019, its highest ever mark. “Fiscal 2019 was a phenomenal year for Adobe as we exceeded $11 billion in […] Continue reading Adobe turns it up to 11, surpassing $11B in revenue
There are few topics as hot right now in the enterprise as customer experience management, that ability to collect detailed data about your customers, then deliver customized experiences based on what you have learned about them. To help understand the challenges companies face building this kind of experience, we are bringing Segment CEO Peter Reinhardt […] Continue reading Segment CEO Peter Reinhardt is coming to TechCrunch Sessions: Enterprise to discuss customer experience management
Today at Adobe Summit in Las Vegas, Adobe announced some enhancements to its Analytics Suite that are supposed to help marketers understand their customers more deeply, including a new tool to track the entire customer journey, and one to help see the relationship between advertising and marketing success, which is surprisingly harder than you would […] Continue reading Adobe announces two new analytics tools to help marketers fill in the customer picture
SAP CEO Bill McDermott was jacked up today about his company’s $8 billion Qualtrics acquisition over the weekend. You would expect no less for such a big deal. McDermott believes that the data that Qualtrics provides could bridge the gap between his company’s operational data and customer data wherever that resides. The idea behind Qualtrics […] Continue reading Analysts weighing in on $8B SAP-Qualtrics deal don’t see a game changer
How many times have you called into a company, answered a bunch of preliminary questions about the purpose of your call, then found that those answers didn’t make their way to the CSR who ultimately took your call. This usually is because System A can’t talk to System B and it’s frustrating for the caller, […] Continue reading Salesforce wants to end customer service frustration with Customer 360