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Where CEM and Information Governance Meet

Other than as a customer, I’m pretty new to the Customer Experience Management space. I did write a blog post about it some time ago, so I kinda, sorta, almost know what I’m talking about; feel free to read it if you wish. What I do have some mileage in is Information Management and Governance (IMG), so that’s where I’m going to focus. Don’t worry, I’m not going to go all FUDdy on you and harp about compliance, risk, lawsuits, defensible disposition, and cheap storage; I’ll touch on some of those things where I feel they’re necessary to supporting customer experience initiatives.

What I really want to get into is how properly managed and governed information, regardless of format, helps businesses run and helps improve customer experiences. My new colleague and fellow Formula 1 fan, Tim Walters, wrote an excellent paper titled The CEM Imperative: Customer Experience in the Age of the Empowered Consumer. (Lest you get the wrong impression, I actually thought the piece was excellent before I knew that Tim and I would be colleagues.) In the paper Tim identifies information governance as one of the enterprise system categories, among others, that play a role in CEM. I’ll flip things a bit and state that CEM tools, whatever they may be, are part of the IMG landscape.

When I first landed this role I immediately thought about writing a huge, long-winded post about how CEM and IMG are inextricably linked; I changed my mind. What I’ve decided to do instead is to leverage work I’ve done in a previous life, namely, tie the PHIGs to CEM. About a year ago I came up with (I use that really, really loosely) the Principles of Holistic Information Governance. The PHIGs are really just a way of looking at all an organization’s information and how it’s used to do business. So we (my new DCG colleagues and I) have decided that I’d do a series of blog posts highlighting how IMG impacts CEM via the PHIGs (four acronyms in one sentence – I love this blogging thing).

Until the first post in the series comes out, let me leave you with a few thoughts:

  • Much of what we do deals with communication;
  • When we refer to content and information it’s not only digital;
  • Processes and people are way more important than tools;
  • Getting IMG right requires organizational commitment, just like CEM.

In the meantime, feel free to reach out if there’s anything you want to chat about. You can reach me via any of the options over here.


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