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Final - Tip Sheet - How The Move To Content Services Makes CX More Challenging

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19 views

Final - Tip Sheet - How The Move To Content Services Makes CX More Challenging

Uploaded by

Edgar
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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How the Move to

Content Services
Makes CX More
Challenging

Customer Experience (CX) needs to be at the core, not an afterthought.

We used to live in a world where all enterprise This question of systematically understanding how
content was cleanly managed on premises by IT customer experiences connect with content
using one approved solution from one vendor, management capabilities and performance is about
inside a handful of repositories. Life was relatively to get a lot more challenging. Companies are no
simple as adding workflows, approvals and security longer simply using one content management
was centralized, consistent and predictable. solution from a single vendor. Lines of business and
traditional IT are deploying a number of different
One of the takeaways from early generations of solutions, approaches and architectures to get the
ECM solutions, though, is that usability left job done. The shift to a more modular “content
something to be desired. Consider this data from a services” strategy to address large issues like cloud
recent AIIM survey, in which we asked content user changes and an increasingly chaotic multi-vendor
organizations this question: content environment creates additional challenges
in managing customer experience.
How well do your existing information, document,
and records management systems meet your needs In the same survey, 28% of organizations say that
in the following core areas? over the next two years their content
deployment/delivery strategy will shift toward the
% responding “fails” or “struggles” to cloud, and another 51% say they will shift toward
meet our needs more of a hybrid cloud/on-premise strategy. In
Integration with enterprise systems and 46% addition, 80% “would prefer to pick and choose the
interoperability content management capabilities we need for a
Mobile device access 53% particular problem rather than buy everything.”
Overcoming information sprawl and data 59%
silos Content services -- more modular content
Speed and responsiveness to changes 53% capabilities, delivered and scaled as needed -- is
Usability and intuitive design 45% clearly at the heart of the new set of expectations
for what users expect from their content
All of the challenges cited here -- from speed to management systems.
information sprawl to mobile access to integration
with the other enterprise systems used every day -- But if understanding customer experiences -- deeply
are tied to one core issue -- customer experience understanding them, from a foundation of data --
(CX). was difficult in the days of a single ECM system,
how on earth will you do it in the era of multiple
content capabilities, stitched together as “content

AIIM International
services?” Choice creates flexibility — but it also New challenges like multiple solutions and
creates chaos, inconsistency and a lack of visibility. repositories, vendor rationalization, complex
systems and hybrid deployments require new
At the core, a true understanding of customer approaches to managing customer experience. A
experience means looking at customer journeys holistic view of content experience better captures
from the “inside-out” -- through the eyes of the how organizations need to start thinking about
customer. Of course, customers do not always need content management—with the interests of multiple
to be the final “end” customer. Customers that rely stakeholders in mind—and with the view toward
on the careful integration and orchestration of fully understanding how users are interacting with
content services components also include business content and what that behavior signals.
partners and employees.

Ultimately, transforming customer experiences is


more than conventional change. It is about doing
things differently – and doing different things as
well. And different not just for the sake of being
different, but in support of the key strategic This Tip Sheet is sponsored by Reveille Software.
objectives facing every organization in the age of Reveille gives hundreds of customers unparalleled
digital disruption. visibility into their content services platform. These
organizations immediately gain deep insight into
When a content-intensive app gets sluggish, performance, security, adoption and compliance.
productivity tanks and app adoption stalls, you need We empower direct action, armed by intelligence, to
to know why now. You need to understand who is create smooth and incident-free operation.
using your content apps, and how they are using
them. This means: Experience the Reveille difference at
reveillesoftware.com.
● You need real-time data and alerts about the
performance of your multiple content service
components.
● You need to be aware of response times, peak
loading, load patterns and capacity needs at a
glance.
● You need automated systems to solve
problems as they arise.
● You need to understand how a single weak link
in the content services chain is impacting
customer experiences.
● You need simple and straightforward
dashboards to clearly and quickly understand
how content systems are performing.
● You need a flexible solution to move with the
evolving content services world versus waiting
on IT to ‘come up to speed’ on adding limited
visibility using general purpose management
tools.

AIIM (www.aiim.org) AIIM is the global community of information professionals. We provide the education, research and certification that information
professionals need to manage and share information assets in an era of mobile, social, cloud and big data.
© 2018
AIIM AIIM Europe
1100 Wayne Avenue, Suite 1100 Broomhall Business Centre, Broomhall Lane,
Silver Spring, MD 20910 Worcester, WR5 2NT, UK
+1 301.587.8202 +44 (0)1905 727600
www.aiim.org www.aiim.eu

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