For effective customer experience management, rethink WCM
In the interview, the pair pointed out that,
the key to a well-planned Web content management deployment for a rich customer experience and engagement is to stop thinking of it as a [standalone] Web content management deployment. It [requires] an organizational shift and very few have accomplished the shift.
Tim also noted that,
from a mobility perspective, effective CEM strategy doesn’t simply worry about getting content on any device, but it can share content on any device in multiple ways. A comprehensive strategy reaches across all touch points, including social networks as well as call centers, seamlessly. Don’t think multichannel, but think in terms of de-channeling.
Tim’s mentions of mobility and de-channeled experiences are a prelude to a DCG Insight paper that will be released later this month.
