Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Content management drives Customer Experience

The report, entitled 'From Content Management to Customer Experience Management', highlighted a growing need for companies to deliver a more compelling customer experience across all digital touch points, including the web, tablet, mobile and social.

Following a web content management survey of more than 1,000 business professionals spanning marketing, web development and other business departments, it was found that the 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%).

Worryingly, however, only 23% of companies rated their CMS as 'good' for improving user engagement and only 29% of companies rated their CMS as being good at brand-building through positive experiences.

Among the study's other key findings:

• 70% of organisations surveyed agree that 'delivering optimal experiences across all screens and devices is a major challenge'.
• Only 14% of responding businesses say that their 'CMS enables them to have a complete view of engagement across all channels'.
• A third of respondents (33%) say that mobile website functionality and responsive design is the one feature they would 'add to their CMS right now', more than twice as many as for the next most sought after feature (targeting / segmentation).
• Almost two-thirds (63%) of respondents agree that managing and measuring social media activity within their CMS is difficult.

The report also noted that marketers are increasingly taking ownership of both creation of content and delivery of content in a range formats across both online and offline channels, becoming key stakeholders in content management systems along with colleagues in other parts of the business such as IT and web development.

"We are seeing a growing number of companies re-platform so they can use their content to create relevant and meaningful digital experiences across channels and devices," said Neil Morgan, senior director of EMEA marketing for Adobe Marketing Cloud. "Given this, it is concerning that a minority of this survey's respondents agree that their CMS facilitates a brand-enhancing digital presence. Companies that are slow to embrace a more strategic use of content management will lose to competitors creating more impactful digital experiences."

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)