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Conferences & Advisor

Category: Customer Experience Management – CXM (page 1 of 2)

Harvard Business Review and WGBH transforming digital engagement

Engaging customers and online audiences requires the right mix of technology, content, and tools, orchestrated in a way that leverages deep customer knowledge to deliver the right content at the right time in the right fashion. That’s a tall order, yet it is a “do or die” imperative for organizations that use content to make a living. In this session, you’ll learn how to transform and optimize customer digital engagement from presentations by two leading-edge organizations that are paving the way to the future using a blend of customer-centric design, dynamic and targeted content, big data and analytics, agile technologies and processes, and a vision for the future. These presentations will inspire you to kick-start your own digital engagement transformation initiatives!

Update: The new HBR.org site launched a couple of weeks ago. Check it out and meet the HBR.org development team; Daigo Fujiwara, Kevin Davis, Matt Wagner, Fred Lalande, and Ismail Ozyigit will join Kevin Newman at this session.

Join us Tuesday, December, 2: 1:30 p.m. – 2:30 p.m. at the Gilbane Conference to learn more.

P1. Track Keynote: Hear how Harvard Business Review and WGBH have Transformed Digital Engagement

Moderator:
Marc Strohlein, Principal, Agile Business Logic and Principal, Agile Business Logic

Speakers:
Kevin Newman, Director of Technology, Harvard Business Publishing
Rebranding and Rebuilding Harvard Business Review

Cate Twohill, Director, Technical Product Development, WGBH Educational Foundation, and George Corugedo, CTO and Co-founder, RedPoint Global Inc.
Big Data & Customer Engagement Lessons from a U.S. Media Powerhouse

See the complete conference schedule.

Gilbane Advisor 11.12.14 – The CEM Imperative, Customer Experience in the Age of the Empowered Consumer

Gilbane Conference

Use your special subscriber $200 discount

Join us in Boston December 2-4 for our conference and learn how your peers are building next-generation digital experiences for customers and employees. Register today using your special Bluebill priority code: BB200.

Sponsored

The CEM Imperative

Customer Experience in the Age of the Empowered Consumer

Engage your colleagues and stakeholders in a conversation about avoiding the dangers of the unmanaged customer experience. Digital Clarity Group outlines the issues in a new blog post and in a report.

Why Your Brain Loves Good Storytelling

Many business people have already discovered the power of storytelling in a practical sense – they have observed how compelling a well-constructed narrative can be. But recent scientific work is putting a much finer point on just how stories change our attitudes, beliefs, and behaviors. Read more

IDC: marketing technology $20B and growing

Sensible categories.

This forecast includes a wide range of solutions in four broad categories: interaction management, content production and management, data and analytics, and marketing management and administration. Read more

A STEAM engine to create marketing technologists

… science, technology, engineering and math are on one end of the spectrum — while art, design, intuition, and creativity are on the opposite end. Right? Surely there are few who are capable of bridging these two disparate worlds, right? … Increasingly, of course, we know that’s bunk. Read more

Mobile is eating the world

Benedict Evans’ presentation and audio from the WSJD conference and the a16z Tech Summit is a clear, compelling look at the fundamentals that every organization needs to be aware of. Read more

Understanding the Global Mobile Web

This is why the “light web” is a reality for the next billion users. Whether by lighter/more efficient native apps or, as I believe, web apps, the light web is better positioned for the next billion. Interestingly, even Uber has a robust web app. It is possible the powerful cloud and light, thin client computing paradigm is destined for emerging markets. Read more

Google renders CSS & JavaScript

and you should let them…

We recently announced that our indexing system has been rendering web pages more like a typical modern browser, with CSS and JavaScript turned on. Today, we’re updating one of our technical Webmaster Guidelines in light of this announcement. Read more

Crowd @ gigabit

This is another fine mesh we’re getting into

Fun and future …

It’s 2017 and this year’s riot is in San Diego. It involves pandas, profit-driven zoo executives, and a Weight Watchers sponsorship. Doesn’t matter. People are massing in the streets and it’s heading toward a confrontation. Read more

Gilbane Conference resources and coverage

Gilbane conference logoMisty has been collecting posts about this year’s Gilbane Conference. If you see any we are missing please let us know via comment or email. You can also check tweets at #gilbane, or via Topsy, find conference presentations at http://gilbaneconference.com/Presentations.aspx, and see speaker spotlights.

Media Sponsors

CMS Myth
• http://www.cmsmyth.com/2013/12/best-bets-at-gilbane-2013-which-sessions-ill-be-attending/
• http://www.cmsmyth.com/2013/12/when-will-end-users-overwhelming-love-their-cms/
• http://www.cmsmyth.com/2013/12/how-marriott-is-rethinking-content-delivery-across-70-countries-and-3800-hotels/
• added 12/17/13: http://www.cmsmyth.com/2013/12/redefining-success-for-web-cms-project-teams/

CMS Wire
• http://www.cmswire.com/cms/web-cms/5-ways-marketers-can-improve-the-cms-experience-023410.php
• http://www.cmswire.com/cms/information-management/should-cios-report-to-marketing-ridiculous-its-beginning-to-happen-023396.php
• http://www.cmswire.com/cms/customer-experience/notes-from-gilbane-business-model-first-customer-experience-second-023388.php
• http://www.cmswire.com/cms/customer-experience/forrester-4-things-about-customer-experience-management-gilbane-023373.php
• http://www.cmswire.com/cms/customer-experience/sap-says-link-revenue-to-social-media-to-show-roi-gilbane-023362.php
• http://www.cmswire.com/cms/customer-experience/cio-reports-to-cmo-technology-under-marketing-gilbane-023356.php
• added 12/20/13:  http://www.cmswire.com/cms/customer-experience/tips-from-an-industry-user-on-making-web-cms-work-023587.php
• added 3/4/14:  http://www.cmswire.com/cms/social-business/should-the-cio-report-to-the-cmo-024370.php

eContent
• http://www.econtentmag.com/Articles/News/News-Item/Context-at-Gilbane-93598.htm
• http://www.econtentmag.com/Articles/News/News-Item/Content-Strategists-vs.-the-CMS-at-Gilbane-93615.htm
• http://www.econtentmag.com/Articles/News/News-Item/Content-Management-and-Your-Mobile-Strategy-at-Gilbane-93637.htm
• http://www.econtentmag.com/Articles/News/News-Item/The-Internet-of-Things-Comes-to-Life-at-Gilbane-93641.htm
• added 1/13/14: http://www.econtentmag.com/Articles/Column/Content-Throwdown/The-Rise-of-the-Marketing-Technologist-93907.htm

Fierce Content Management
• http://www.fiercecontentmanagement.com/story/marketing-technologist-could-act-bridge-between-cmo-cio/2013-12-03
• http://www.fiercecontentmanagement.com/story/multichannel-delivery-means-its-time-separate-content-creation-presentation/2013-12-03

Blogs

4 hoteliers
• http://www.4hoteliers.com/features/article/8056?awsb_c=rss&awsb_k=xfeed

Accidental Taxonomist
• http://accidental-taxonomist.blogspot.com/2013/12/taxonomy-governance.html

Bluebill Advisors
• added 1/9/14: http://bluebillinc.com/2014/01/findability-issues-impact-everything-work-related/
• http://bluebillinc.com/2013/12/beyond-customer-experience-management/

Chief Marketing Technologist
• http://chiefmartec.com/2013/12/marketing-technologist-neo-marketing-matrix/

Citeworld
• http://www.citeworld.com/social/22751/sap-social-media-streamlined
• http://www.citeworld.com/consumerization/22747/customer-attention-challenge

Creative Virtual
• http://www.creativevirtual.com/blog/?p=821

Curata
• http://www.curata.com/blog/content-marketing-event-gilbane-conference-2013-wrap-up/
• http://www.curata.com/blog/content-marketing-technology-wrap-up-gilbane-2013-video/

Globalization Partners
• added 12/19/13: http://blog.globalizationpartners.com/insights-into-gilbane-conference.aspx

Engaging Times
• http://engagingtimes.com/battle-ready-offer-global-customer-experience-notes-gilbane-frontline/

I-Cubed
• added 12/17/13: 

Jeff Cutler
• http://jeffcutler.com/social-media-blogs/gilbane-conference-2013-content-marketing-track-qa-session-review/#.UqdJXvRDs8w
• http://www.youtube.com/watch?v=F6HyjzloD3U

Marketing Think
• http://marketingthink.com/sap-got-social-media-act-together/

The Parallax View – Winter 2014
•  added 3/4/14:  http://www.parallax.ca/?page_id=4665

Zia Consulting
• http://www.ziaconsulting.com/blog/gilbane-conference-2013-recap/

Other

Seen.co
• added 12/17/13: http://seen.co/event/gilbane-conference-2013-boston-ma-2013-527/

 

Adobe Digital Enterprise Platform Now Available

Adobe Systems Incorporated announced the immediate availability and free trial of its new Adobe Digital Enterprise Platform and first set of solutions for Customer Experience Management (CRM). The Adobe Digital Enterprise Platform, first unveiled in June, is an open, modular, standards-based offering for delivering engaging digital solutions across social, Web, mobile, and print channels. The platform includes integration with the Adobe Online Marketing Suite to optimize digital marketing campaigns and personalize digital experiences across all marketing, sales and service delivery channels. In addition, integration with Adobe Flash Builder(R) 4.5 and Flex 4.5 helps enterprise IT organizations build highly expressive mobile applications for Android devices, BlackBerry PlayBook, iPhone and iPad. Built on the Adobe Digital Enterprise Platform, an initial set of the company’s Customer Experience Solutions are available now‚ Integrated Content Review; Web Experience Management; and Customer Communications. http://www.adobe.com/uk/solutions/customer-experience/enterprise-platform.html

Multilingual Marketing Content: Growing International Business with Global Content Value Chains

Our latest on content globalization practices, Multilingual Marketing Content: Growing International Business with Global Content Value Chains, which infomed the presentations for the webinar Scott mentions below, was made available as a free download at https://gilbane.com/Research-Reports.html last week. We believe this report is the first study ever of global companies’ practices for managing multilingual content for marketing. The report is also available from study sponsors Across Systems, ADAM Software, Lionbridge, and SDL. Check it out!  

Engage with a Persuasive Web Experience

Hi, I’m Ian Truscott and as you may have seen I’ve recently joined our WCM practice (you can get a bit of introduction to me here) – I am pleased to say this is my first blog post (hopefully of many) for Gilbane.

It’s an exciting time for this segment of the CMS industry and to be joining Gilbane and I am looking forward to sharing my passion for web engagement – hence the unashamedly buzz word laden title.

Depending on the commentator; we are either in a social media age, or we are post the social media revolution – in either case the Internet is no longer an extension of the traditional passive consumption media channels, it is a place where information and brand consumers get involved.

In fact, folks are now arguing that it’s no longer ‘social’ it’s just ‘media’ – the way we create, consume and socialize content has changed forever and for everyone. And of course, there is so much of it – how do you make your message stick?

This has mean’t a shift in focus for our industry, we’ve seen the age of the IT developers platform, been through the focus on ‘easy to use’ for content contributors to now – where being audience centric has become mainstream thinking (and a business imperative).

This has spawned a number of descriptions for this extension of WCM and the tools and practices we need to apply to become audience centric, including Persuasive Content, Web Experience Management, Customer Engagement or Web Engagement.

All of these have something in common; a cycle of listening to the audience, understanding their needs and behaviour, using that to create and optimize content and some form of relevance based delivery.

At it’s simplest, from a tools perspective – it’s the intersection of WCM, web analytics and personalized delivery. But it gets more complex,  with the inclusion of social media, CRM, marketing automation, e-mail, mobile delivery, auto-categorization, search – this list can go on.

Yes, you can throw the kitchen sink at this one – but software and industry best practices are being aligned, for sound business reasons and they are aligning behind the audience, the citizen, the consumer.. you in fact.

I’m going to finish on a couple of quotes from Frank Gilbane – from the foreword to ‘Web Engagement’ by Bill Zoellick (a book I’ve enjoyed for a while):

The most unique characteristic of the web is in the way that it changes the relationship between your business and it’s customers.

You will not be able to take advantage … and know your customers without engaging them in a way that encourages them to share information with you. 

Engaging your customers requires understanding the new tools and data that are available and applying them in a way that nurtures a new level of trust. 

Not just saying that to be nice to the boss (although it can’t do any harm!), or to point out that the book was authored by a Gilbane alumnus – I think the most relevant part of the quote is the date that Frank wrote that foreword – it was February 2000.

Hence my excitement in joining Gilbane, a firm that has a great, long standing pedigree as an authority on web engagement, which is, as I say, my passion and I look forward to the privilegeof contributing to that.

Interested in reading more on Web Engagement? – I suggest reading this White Paper by Mary Laplante or check out our guide for marketers at Gilbane San Francisco – where our speakers will be discussing a lot of the subjects I touch on here.  

Reflections on Gov 2.0 Expo and Summit

O’Reilly’s Gov 2.0 events took place last week. We’ve had some time to think about what the current wave of activity means to buyers and adopters of content technologies.

Both the Expo and Summit programs delivered a deluge of examples of exciting new approaches to connecting consumers of government services with the agencies and organizations that provide them.

  • At the Expo on Sept 8,  25 speakers from organizations like NASA, TSA, US EPA, City of Santa Cruz,  Utah Department of Public Safety, and the US Coast Guard provided five-minute overviews of their 2.0 applications in a sometimes dizzying fast-paced format.
  • Sunlight Labs sponsored an Apps for America challenge that featured finalists who combined federal content available on Data.gov and open source software in some intriguing applications, including DataMasher, which enables you to mash up sources such as stats on numbers of high school graduates and guns per household.
  • The Summit on Sept 9 and 10 featured more applications plus star-status speakers including Aneesh Chopra, the US’s first CTO operating under the Federal Office of Science and Technology Policy; Vinton Cerf, currently VP and evangelist at Google; and Mitch Kapor.

A primary program theme was “government as platform,” with speakers suggesting and debating just what that means. There was much thoughtful discussion, if not consensus. Rather than report, interested readers can search Twitter hash tags #gov20e and #gov20s for comments.

From the first speaker on, we were immediately struck by the rapid pace of change in government action and attitude about content and data sharing. Our baseline for comparison is Gilbane’s last conference on content applications within government and non-profit agencies in June 2007. In presentations and casual conversations with attendees, it was clear that most organizations were operating as silos. There was little sharing or collaboration within and among organizations. Many attendees expressed frustration that this was so. When we asked what could be done to fix the problem, we distinctly remember one person saying that connecting with other content managers just within her own agency would be a huge improvement.

Fast forward a little over two years to last week’s Gov2.0 events. Progress towards internal collaboration, inter-agency data sharing, and two-way interaction between government and citizens is truly remarkable. At least three factors have created a pefect storm of conditions: the current administration’s vision and mandate for open government, broad acceptance of social interaction tools at the personal and organizational level, and technology readiness in the form of open source software that makes it possible to experiment at low cost and risk.

Viewing the events through Gilbane’s content-centric lens, we offer three takeaways:

  • Chopra indicated that the formal Open Government directives to agencies, to be released in several weeks, will include the development of “structured schedules” for making agency data available in machine-readable format. As Tim O’Reilly said while interviewing Chopra, posting “a bunch of PDFs” will not be sufficient for alignment with the directives. As a result, agencies will be accelerating the adoption of XML and the transformation of publishing practices to manage structured content. As a large buyer of content technologies and services, government agencies are market influencers. We will be watching carefully for the impact of Open Government initiatives on the broader landscape for content technologies.
  • There was little mention of the role of content management as a business practice or technology infrastructure. This is not surprising, given that Gov2.0 wasn’t about content management. And while the programs comprised lots of show-and-tell examples, most were very heavy on show and very light on tell. But it does raise a question about how these applications will be managed, governed, and made sustainable and scalable. Add in the point above — that structured content will now be poised for wider adoption, creating demand for XML-aware content management solutions. Look for more discussion as agencies begin to acknowledge their content management challenges.
  • We didn’t hear a single mention of language issues in the sessions we attended. Leaving us to wonder if non-native English speakers who are eligible for government services will be disenfranchised in the move to Open Government.

All in all, thought-provoking, well-executed events. For details, videos of the sessions are available on the Gov2.0 site.

New Kentico Beta Release Brings Customer Experience Management Solution

Kentico Software, the Web content management system vendor, releases a beta version of Kentico CMS 6 and adds a new product line – Kentico Enterprise Marketing Solution (EMS),  for Customer Experience Management. Out of the box, Kentico CMS 6 includes E-mail Marketing, Marketing Dashboards, A/B and Multivariate Testing, Campaign and Conversion Management, Integration Bus and improved Web Analytics. On top of this, Kentico EMS adds On-line Marketing features such as Content Personalization, Contact Management, Lead Scoring and Segmentation. Kentico EMS is also enriched with some additional Enterprise features as Health Monitoring, support of Multiple SMTP Servers and Scheduler Windows Services. The beta version of Kentico CMS 6 is available for download exclusively to Kentico partners via Kentico Partner Portal. Kentico CMS 6 will be generally available in late September 2011. http://www.kentico.com/

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