Adobe Experience Manager

From Content Management to Customer Experience Management

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Our latest Digital Intelligence Briefing, in association with Econsultancy, is devoted to the topic of web content management (WCM), an area which is becoming a focal point for companies wishing to deliver a truly seamless multichannel customer experience.

The report is based on a global survey which has attracted more than 1,000 respondents and set a record for this on-going series of reports.

The following sections are featured in the report:

  • Driving engagement and brand-building in the digital age
  • Technology should be an enabler, not a barrier
  • The mobile train has left the station – are you on board?
  • CMS shouldn't sit within its own silo
  • Move towards integrated platforms
  • Importance of ease of use and smooth workflow in the tablet era
  • Making WCM social
  • Ownership versus decision-making: marketers need to take control

Findings include:

  • The vast majority of respondents believe that content management should help companies ‘improve user engagement and customer engagement' (87%) and ‘build the brand through positive experiences' (78%).
  • But only 23% of companies rate their CMS as ‘good' for improving user engagement and only 29% of companies rate their CMS as good at brand-building through positive experiences.
  • While marketers are taking ownership of content management and customer experience, IT departments often make the decision about which CMS to implement.

Fill out the form to download your complimentary Digital Intelligence Briefing worth £210/€250.