Empower Your Marketers to Manage the Customer Experience with WCM

On-demand webcast featuring Stephen Powers, Vice President, Research Director, Forrester Research, Inc.

The days of offering a one-channel customer experience are over.  A customer’s experience with a brand has become fragmented across multiple channels, with at least 30% of them highly engaged in two or more channels.

The challenge for marketers and business users is how to address the contextual expectations of the customer when many processes for creating online experiences are managed separately across a variety of systems — from content management to digital asset management to work flows to delivery, and more.

Stephen Powers | Forrester

In this on-demand webcast, guest speaker Stephen Powers, Vice President, Research Director at Forrester Research, Inc., discusses what the “splinternet” means for companies and how it contributes to the rise of customer expectations.

He’ll also address how to approach the shift that must be made from the fundamentals of Web Content Management (WCM) to incorporate the engagement proposition of Customer Experience Management (CXM) — without the need for constant IT intervention.

In this brief 23-minute webcast, you’ll learn:

  • Why customer experiences splinter across channels

  • How to transition from traditional WCM to CXM

  • What it takes to empower non-technical users with WCM

  • Three best practices for WCM as part of CXM

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