In our recent webinar, The Customer Experience Cloud: How to Select the Tools and Teams for Delivering a Seamless Customer Experience, we discussed:
We recorded the full presentation and you can watch it here for free (registration required)
We've also made the slides for the presentation available for download from Slideshare.
For a more in-depth explanation of the topic, you can also download the full report,"The Customer Experience Cloud: How To Unify The Organization Around A Seamless Customer Experience" for additional insights and key learnings.
For more information about how to build a customer experience cloud contact me today.
Watch the recorded webinar and download the slides of Altimeter’s presentation of “The Customer Experience Cloud”
A new Altimeter report gives companies a roadmap for unifying their teams and technologies around building a unified customer experience across all brand interactions.
Salesforce is fielding inquiries from potential buyers, one of whom may be its biggest competitor, Oracle.
A look at the best new startups to graduate from Alchemist Accelerator, an accelerator for enterprise collaboration tools.
Charlene Li and Jon Cifuentes share research on how leading organizations use social and digital technologies to create holistic employee engagement strategies that drive business impact and cultural change.
The increasing number of collaboration tools is overwhelming employees. Here’s why companies need to simplify.
What you need to know about Facebook’s newly launched workplace collaboration tool, and the impact it could have in a highly competitive space.
What will 2015 bring marketers? Rather than look into a crystal ball, we have only to look at the present.
Altimeter Group is planning to publish a research report this fall on how businesses are enabling sales organizations with social media tools. We will be discussing the markers for social selling transformation, best practices on training and governance, and a snapshot into the suite of tools available as marketing and sales organizations are pushed to […]
As part of our open research process, I would like to extend an invite for your input, feedback, case examples, or any other insights you’d like to contribute to our upcoming research around the Internet of Things.
Salesforce just announced the release of its Social Studio, an enterprise social relationship platform.
Marketing has changed substantially in the past few decades. With the proliferation of CRM, ecommerce, cookies, loyalty programs, etc. marketers have more customer data than ever.
IBM officially joined the Marketing Cloud battle today, with the news that it is acquiring marketing automation vendor SilverPop.
To learn more about the state of social media command centers, Altimeter Group spoke with three organizations — MasterCard, eBay, and Wells Fargo Bank.
Late last year, I started wondering about social media command centers. Salesforce had launched one, as had Brandwatch, but I wondered: were they really still relevant? Were companies investing in command center deployments, or had interest subsided since their heyday in 2010?
When Google bought Wildfire for $350M, it took many by surprise. What did Google want with a Social Relationship Management company? Google is in the ad business, not the SRM business.
Two things: To stay competitive with (or arguably ahead of) the giants in the social world—Salesforce, Adobe, and Oracle—Sprinklr needed to build out its analytics capabilities. Sprinklr’s customers increasingly need custom consulting services, especially for implementation and training.
As we launch into 2014, the analysts at Altimeter each pulled together a compilation of trends and issues they are watching closely this year.
Adobe Marketing Summit and Oracle OpenWorld both took place recently. It’s another month until Dreamforce, but I expect similar announcements to be made there.
In this report, industry analyst Susan Etlinger demonstrates how leading organizations are deriving actionable intelligence from a holistic view of social and enterprise data.
Over 30 Technologies Have Emerged, at a Faster Pace than Companies Can Digest. If you think social was disruptive, it was really just the beginning.
My colleague Brian’s blog is abuzz with comments about mobile strategy, so key to success he urges readers to “[f]orget about social media,” at least for a moment. Brian’s comparison of social to mobile is apt, both began as fragmented, bootstrapped efforts, then social got the attention of the CMO.
Last week, Jeremiah and I published Altimeter Group’s first “short doc,” focused on in-depth case studies that illustrate how large brands are managing complex, distributed social media programs.
One of the major themes in our research this year is Adaptive Organization. As we think about what makes organizations adaptive, it’s not just the tools and services that they embrace but also their ability to adapt to change to stay in touch internally and to reach customers and prospects proactively.
Google announced Google+ for Enterprises today with Hangouts integration into Docs and Calendar as well as administrative controls such as default posting to only within the company.
Today marks the publication of Altimeter Group’s newest enterprise mobility research report, authored by analyst Chris Silva.
Did you miss today’s webinar with Charlene Li and Chris Silva talking about the proper foundation for mobile business? If so, please see a full replay of today’s content, available on Vimeo.
In 2011, the US hit a milestone — more than half of all adults visit social networking sites at least once a month. But when it comes to using social-networking technologies inside organizations, many business leaders are at a loss to understand what value can be created from Facebook-like status updates within the enterprise.
This week, Altimeter (myself and Andrew Jones) hosted a webinar stemming from the the recent report on Social Media Proliferation, which you can download the full report on this blog post.
Get account control now –or risk a career of continual social media sanitation. To match the growing consumer adoption of social media, many companies have launched social media efforts with little planning.
This webinar follows Altimeter Group’s recently published open research report: Social CRM: The New Rule of Relationship Management, which covers 18 uses cases of social CRM.
Social and CRM: How Companies Will Manage Their Social Relationships Over the last six months, I’ve been working closely with Ray Wang who is well known in the CRM space as an expert. Coupled with my focus on social technologies we did a deep dive on how our worlds are intersecting at Social CRM.
Groundswell is required reading for executives seeking to protect and strengthen their company’s public image.