Tuesday, November 02, 2010

Content, meet Apps. Apps - Content.

Watching the #dayignite stream flare up on Twitter this morning reminded me of some coverage on our track at Max, specifically Craig Randall's ( http://twitter.com/craigsmusings ) talk around next generation experiences with Day and Adobe LiveCycle. CMSWire was at the session and did a great job of summarizing some of the key takeaways. More details after the jump:

Amplify’d from www.cmswire.com

CEM Is All Around

As I said before, if you’re wondering about how Adobe and Day will fit together, one thing you need to keep in mind is Adobe’s focus on customer experience. (And, probably, also warm up to the CEM acronym).

Customer Experience Management (CEM) is a complex term and includes how organizations engage with customers, how customer experience is delivered. It’s even about internal to the organization customer experience management.

A CEM platform aims to address every touch point – from physical branches, points of sales, web apps, statements to call centers, mobile apps, social media. It is well beyond WCM and has a lot more apps, content and interaction points.

Adobe has a slew of products. Day has several as well. And the landscape looks like this:

adobe and day customer experience.jpg
From the “When Content Meets Applications” session at Day Ignite

The premise of the conversation was around a significant gap between content and applications.

Even though stakeholders may not (yet) realize this, the gap is there, but they need to be able to deliver consistent compressed brand moments to all facets of experience.

Currently, such challenges as non-intuitive experiences, inconsistency across channels, lack of contextuality all lead to low conversion rates and lost revenues.

Read more at www.cmswire.com

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