Join Us December 1-3 in Boston at the Gilbane Conference on Content, Collaboration, and Customer Experience

Customer Relationship Management

Digital Experience Cloud blends Ektron and Episerver Posted November 19, 2015

Clarabridge delivers faster value from customer feedback data Posted November 12, 2015

Multi-channel customer service and support Posted November 11, 2015

Releases Experience Platform 8.1 Posted October 20, 2015

We are a country full of busy people on the move. We're migrating in greater numbers to urban areas, and we also travel more for work and pleasure. For the most part, we plan our own travel and are always on the look out for ways to soften our landing in a new place or streamline our daily routine. Our smartphones are the new travel agent and concierge, helping us find the best sushi, the cheapest place to stay, and the easiest way to get around. And as they say, "there's an app for that." Posted October 19, 2015

The customer experience encompasses a wide range of activities, from the moment of an initial search for a product or service to marketing, sales and follow-up care. A diverse range of technologies supports customer experience management for each of those phases. Posted October 01, 2015

Supporting citizen engagement, service case management and resolution Posted September 28, 2015

Self-service technology, whether in store or online - is a value add today's connected customer has come to expect. With competition plentiful and differentiation difficult, one bad customer experience can be the difference between a loyal customer - that keeps spending with your brand - and a dissatisfied customer that takes their business elsewhere and never comes back. Posted September 28, 2015

Personalized real-time communications with customers Posted September 22, 2015

The digital transformation of the workplace is creating a new paradigm in customer service; an evolutionary tipping point that has created a new model of how businesses engage with their customers. Posted September 15, 2015

Further insights for omni-channel customer centers Posted September 02, 2015

We published our first KMWorld Trend-Setting Products list nearly a decade-and-a-half ago because we wanted to bring some clarity to the sometimes elusive knowledge management needs of our subscribers. Posted September 01, 2015

"Cognitive computing is the solution to big data. Companies are collecting a lot of information and are having trouble processing it, but if there is a cognitive layer you can more accurately detect an issue." Posted September 01, 2015

Launches new version of Lily Enterprise Posted August 18, 2015

Adds community software to customer experience platform Posted August 17, 2015

While that might sound like a simple question - and one that would provoke a flippant response along the lines of ‘well yes, we've been mobile for years' - what it means to be truly mobile is changing so your customer service might not be as ready as you previously thought… Posted August 17, 2015

Assessing sales rep knowledge, behavior Posted August 10, 2015

Toward seamless global customer experiences Posted August 04, 2015

New digital experience delivery model Posted June 30, 2015

Hybris unveils Financial Services Accelerator Posted June 09, 2015

Delivering enhanced Salesforce implementation Posted June 05, 2015

Real-time social customer service and engagement Posted May 29, 2015

Boosts KM adoption Posted May 22, 2015

Completely redesigned user experience Posted April 20, 2015

Behavior-based automated programs Posted April 13, 2015

Speeds translation for enhanced customer experiences Posted April 07, 2015

Extends customer engagement Posted March 24, 2015

Delivers contextually relevant content to consumers Posted March 23, 2015

Blends Telerik Sitefinity CMS and Sitefinity Digital Experience Cloud Posted March 18, 2015

Unify customer information in cloud and on-premise systems Posted March 03, 2015

Acquires Aia Holding, enhances smart process applications Posted March 02, 2015

For us here at KMWorld, knowledge management is an attitude, an approach, not an application, and that's what we're celebrating with this list—companies that offer the tools to analyze, augment, enhance, manage and extend information assets to maximize potential for organizations of all sizes. Posted March 01, 2015

Boosts supply chain insights Posted February 27, 2015

Optimizing customer management Posted February 19, 2015

Real-time one-to-one marketing across all touch points Posted February 12, 2015

Major software companies have added marketing automation products to their suites.... Personalizing messaging and performing complex workflows are important characteristics of marketing automation. Posted January 30, 2015

Not that long ago, the "customer experience" might have been a trip to the store to purchase an item and a subsequent conversation with a call center to inquire about how to get the item repaired. Now it usually entails online research to compare features and prices, a look at ratings by other customers, purchase of the product from a store or e-commerce site, and a round of technical support by phone, e-mail or chat. Posted January 30, 2015

SDL announces V. 2.0 of its Customer Experience Cloud Posted January 28, 2015

Full cloud-based digital experience platform Posted January 27, 2015

Alliance formed to enhance decision-making Posted January 14, 2015

"In a different way, customer support has become personal again." Posted December 30, 2014

Accusoft releases Prizm Content Connect 9.2 Posted December 23, 2014

New integrations with marketing automation systems Posted December 18, 2014

Offers improved engagement, performance Posted November 24, 2014

360-degree view of members across channels Posted November 19, 2014

Assisted- and self-service customer engagement solutions Posted November 13, 2014

KANA releases latest version of Enterprise Posted November 10, 2014

Introduces Sales Accelerator Posted October 15, 2014

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