Archive for Customer Experience Management – CXM

Gilbane Advisor 3-28-17 – customer experience, millenials, ad agencies, software complexity

Next-generation customer experience

How do you link customer experience operationally and improve CX beyond individual touchpoints to succeed throughout the customer journey? Read More

McKinsey-Customer-Journey-Experience

 

Three millennial tech myths busted

Ben Bajarin shares findings from a recent study of mostly 18-24 year olds. Many of you are likely to be surprised by at least one of the “busted myths”, that: “Millenials are Done with Facebook”, “The PC is Dead to Millenials”, and “Face to Face Meetings are not Desirable”. Read More

Complexity and strategy

and cost and return in building software products. This is both fascinating as an inside look at Microsoft Office development and competitive strategy, and important for software development and product managers new to large complex products.

I struggled with how to think about complexity through much of my career, especially during the ten years I spent leading Office development. Modeling complexity impacted how we planned major releases, our technical strategy as we moved to new platforms, how we thought about the impact of new technologies, how we competed with Google Apps, how we thought about open source and throughout “frank and open” discussions with Bill Gates on our long term technical strategy for building the Office applications. Read More

Ad agencies and accountability

…if Google and Facebook have all of the responsibility, then shouldn’t they also be getting all of the money? What exactly is WPP’s 15% being used for? … If ad agencies want to be relevant in digital advertising, then they need to generate value independent of managing creative and ad placement: policing their clients’ ads would be an excellent place to start. Read More

How AI can solve 3 pain points in marketing

Lots of hype around AI technologies solving everything (before taking over that is). Time to focus on use cases. Three in marketing are: “lack of reliable, centralized data”, “talent bottleneck”, (or cognitive overload), and the “inability to calculate ROI”.  Read More

Also…

Think of all the helpful apps for aging boomers… DeepMind Finds Way to Overcome AI’s Forgetfulness Problem via Bloomberg

Handy, one each for B2B and B2C… The Startup Idea Matrix via Medium 

Yes, JavaScript is still #1 but where do all the others stand?… The RedMonk Programming Language Rankings: January 2017 via RedMonk

Ever hopeful… Publishers see long-term potential, short-term hurdles in messaging platforms via Digiday

You’d think they would have tested first… WhatsApp brings back text Status it replaced with Stories via Techcrunch

Gilbane Advisor logo

Gilbane Digital Content Conference

Mark your calendar! Call for papers coming soon.

Conference: November 28–29, 2017
Workshops: November 30
Renaissance Boston Waterfront Hotel, Boston, MA

 

Frank Gilbane’s Gilbane Advisor curates content for content, computing, and digital experience professionals. See previous issuesSubscribe to email or feedContact.

Gilbane Digital Content Conference Call for Speakers Deadline is May 6

Gilbane Digital Content Conference

Main conference: November 29 – 30
Workshops: December 1
Fairmont Copley Plaza, Boston, MA

Share your expertise and network with peers and digital content leaders…

Tracks include:

Content, Marketing, and Customer Experience

Designed for marketers, marketing technologists, social marketers, content strategists, web content managers, content marketers, content creators and designers, business and technology strategists focused on customer experience and digital marketing.

Focused on how to overcome challenges and implement successful strategies and practices to reach, engage, and retain customers with superior content and digital experiences.

Content, Collaboration, and Digital Workplace Experience

Designed for content, information, technical, and business managers focused on intranets, enterprise search, social, collaboration, knowledge sharing, and internal, field, and backend content applications.

Focused on tools and practices for building agile, information rich, collaborative, and distributed digital workplaces to meet the demands of modern organizations and the changing workforce.

Technologies for Content, Marketing, and Digital Experience

Designed for technology strategists and executives focused on near-term and future software for creating, managing, and delivering compelling digital experiences across platforms, channels, and form factors.

Focused on what you need to know about evolving, and potentially disrupting, content and digital experience technologies for marketing and the workplace.

Re-imagining Digital Strategies for Publishing and Media

Designed for publishing and information product managers, marketers, technologists, strategists, and executives focused on digital transformation, new channels and business models, and managing digital assets.

Focused on the business and technical challenges facing information, publishing, and media organizations creating, managing, and delivering content across the growing number of competing platforms and channels.

About

The Gilbane Conference on Content Management, Marketing, and Digital Experience helps marketers, IT, and business managers integrate content strategies and computing technologies to produce superior digital experiences for all stakeholders.

Know about deep linking?

We are close to completing the program for this year’s Gilbane Conference and have some topics we still need another speaker, or possibly panelist, for:

  • Mobile and web deep linking / app indexing. What do these do for customer experience? What do they mean for content apps? What do you need to do about deep linking and app indexing, why, and when?
  • Marketing technology stacks: strategies and experiences.
  • Digital multichannel strategies: mobile, web, responsive, social, IoT, pages vs cards, etc.

If you have a well-informed opinion to share on any of these email me at speaking@gilbane.com.

Keep in mind our audience is a combination of marketers, technologists, and content strategists and managers.

Of the almost 300 speaker proposals we will be able to include less than 100 so we welcome additional proposals on the topics above. Note that we will be notifying proposed speakers slowly over the next 2-3 weeks.

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/

 

Creating the Global User Experience

I was gratified to have the opportunity to do a presentation on the Global User Experience at the Gilbane Conference, as well as moderating several sessions in the technology track. For those that missed my presentation, I’ve posted a short recap here and a further exploration of the topic on the Bluebill Advisor’s site.

A common theme throughout the conference sessions was digital experiences and the role of mobile, web, content management, and other technologies in providing superior experiences to customers. That’s to be expected as creating superior customer experiences is a strategic imperative for most organizations, and also the current focus of most content software solutions in the marketplace, including content management systems. What is often overlooked (and the subject of my presentation) is that the CMS doesn’t just support delivery of the customer experience—it also has to support the behind the scenes players that create the customer experience.

Providing a compelling digital user experience is a complex undertaking no matter what the nature of the business or enterprise. It requires a range of talents including authoring, curation, story telling, design, and development, testing and deployment—and the tools to effectively support those diverse skill sets.

The heart of that experience is a modern CMS; in fact, delivering compelling digital user experiences is virtually impossible without one. But selecting the right CMS is challenging—after all, there are many to choose from and it can be difficult to differentiate products—most promise to deliver superior digital user experiences.

But one thing that is often overlooked is that creating great customer experiences requires an orchestrated approach by the “other users” of the CMS: editors and developers. It also requires the integration of tools and content that may reside outside of the CMS. In other words, the quality of the customer experience is directly related to the quality of the experience that a CMS provides to content creators, developers, and integrators.

Digging a bit deeper, content creators are actually a diverse collection of roles and skill sets, not just authors and editors. What’s common across those roles is that many are not full time professional content authors, which makes the quality of the content creator experience vitally important. Content creators want to use tools that are easy and familiar with a short learning curve. Most of all, they want to be able to focus on telling stories and creating great content, not mastering complex tools.

Developers, like content creators, also value ease of use and familiarity. They want to use tools, languages, and frameworks that they are familiar with and that work well in the technology environment in which they live. Most importantly, they want and need to be involved in the process of selecting a CMS—failure to include IT will lead to increased time to operation, and a risk that the chosen solution won’t work well in the enterprise’s IT environment.

The integrator experience involves the developers, partners, and vendors that have to integrate the CMS with enterprise systems and applications (the installed base), but also with solutions from other vendors that help provide the customer experience. If integration is difficult, it will take more time or, worse yet, not be done. Poorly done integration drains energy, productivity, and innovation leading to later, less desirable results.

The solution to providing the global user experience is a well-architected CMS that provides comfortable and easy-to-use core functionality while easily integrating with enterprise and third party tools and applications. The selection of that CMS requires a concerted and cooperative effort on the part of all stakeholders that will ultimately use the content management system. Selection of a CMS is not a technology decision, it’s a strategic business decision that warrants the time, effort, and participation of all business and technology stakeholders in order to render the best decision.

SDL Scores with SDL XySoft

SDL continues its ambitious build-out of technology solutions for end-to-end content globalization with its acquisition of XyEnterprise, announced on 29 June. From Gilbane’s perspective, it’s a win all the way around, especially for buyers who continue to seek solutions for the more difficult obstacles to multilingual, multichannel publishing.

The vendors win. The acquisition brings immediate scale to both XyEnterprise and SDL Trisoft. Both companies were having to work really hard to reach the next level, and both were at risk of very slow progress through organic growth. The deep expertise and market focus of each company are highly complementary–SDL Trisoft with DITA and high tech, XyEnterprise with S100D in aviation and aerospace and a proven track record in commercial publishing. SDL Trisoft gets solid North American support and professional services organizations, and XyEnterprise gains the ability to better serve customers in Europe.

Buyers and customers win. First, the consolidation of two of the leading suppliers of component content management gives buyers a new comfort level with vendor viability. Second, efficient, affordable multilingual, multichannel publishing remains a very expensive obstacle for many global 2000 companies. In Gilbane’s new research on Multilingual Product Content, we identify the multilingual multiplier–costs that are solely the result of producing formatted content in another language. SDL XySoft will be able to address the multiplier problem with tight integration of the XyEnterprise XPP publishing engine, which has been a true differentiatior for Xy throughout its history. Third, existing and new customers will benefit from the extensive combined experience that SDL XySoft has in complex, standards-based publishing and content management.

The acquisition is also an opportunity to reinforce the core value propostions for XML and component content management. These technologies and practices sit at the nexus of a set of knotty problems: reusing content across applications, repurposing content for different outputs, and translating content for multiple global audiences. A single-vendor, integrated solution that addresses these problems is more evidence that the market is finally making progress towards overcoming the language after-thought syndrome, identified in Gilbane’s new study. Such solutions support the trend towards the:

“. . . steady adoption of content globalization strategies, practices, and infrastructures that position language requirements as integral to end-to-end solutions rather than as ancillary post-processes.” — Multilingual Product Content, Gilbane Group, 2009

This acquisition should be relatively easy for SDL to absorb, as there’s already an established business unit into which Xy’s capabilities fit (in contrast to SDL’s acquisitions of Trisoft and Tridion, which were completely new businesses for SDL). In addition, SDL XySoft has a proven leader in former XyEnterprise president and CEO Kevin Duffy. Duffy takes the role of XySoft CEO, reporting directly to SDL Chairman and CEO Mark Lancaster. Duffy managed to build a small niche software company into a respected player in its market, surviving through good and bad times. He now get his chance to see what’s possible with the resources of a global organization behind him.

See the SDL press release and the XyEnterprise press release for more information. Gilbane’s study on Multilingual Product Content: Transforming Traditional Practices Into Global Content Value Chains will be published on the Gilbane site in mid-July. The report is currently available through study sponsors Acrolinx, Jonckers, Lasselle-Ramsay, LinguaLinx, STAR, Systran, and Vasont.