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Introduction to Web Experience Management

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General introduction to Web Experience Management. …

General introduction to Web Experience Management.

Slides from the keynote session of the Amplexor seminar on WEM in Brussels.

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  • We will try to “demystify” WEM.
  • Content = (Marketing, Product information, Self Service, User Generated, ... )These are all “features”; WEM is more than features alone  next slide
  • User Experience = Multi-Channel / Multi-Device
  • User Experience = Multi-Channel / Multi-Device

Transcript

  • 1. Amplexor Semin October 18, 20Web Experience Management –Setting the scene
  • 2. Damien DewitteLead ECM consultant 2.
  • 3. “Content is King” 3.
  • 4. Web Content Management basics Authoring Content types Content re-use Versionning Workflow & Security De-centralized teams & roles Translation Process Publishing Navigation Structure Layout Templates Multi-channel Muli-lingual / Multi-country Scheduled publishing 4.
  • 5. Amplexor Seminar on WCMAnno 2009 5.
  • 6. CONTENT Cloud Social Mobile Context Subscribe Rich Media Multi-channel Web Analytics User Experience User Preferences Campaign ManagementWeb Experience Management 6.
  • 7. WEM is: “Maximizing the value of customer interactions across all channels” “WEM is a practice, supported by a suite of technologies, all of which aid in the process of assembling and acting on both data and content in order to provide a seamless, tailored, consistent and relevant experience for each prospect or customer” (Scott Liewehr, Gilbane Group) “ WEM is the hub for digital customer interaction”(Jay Batson, Acquia) Goals: Maximize Customer Reach, Customer Conversion and Customer Loyalty 7.
  • 8. “Good morning Sir, what can I do for you today? 8.
  • 9. Non-digital TouchpointsUser Experience Storefront Customer Promotions & Reputatio Service Catalogs n 9.
  • 10. Digital TouchpointsUser Experience Website E-shop Self- E-mail Social … service Marketing Media WCM Campaign Social Media Management MonitoringManagement Personalization, Multi-Device, Multi-Channel Analytics & Optimization ERP CRM 10.
  • 11. Digital Touchpoints WCM offering expanding to WEM OfferingUser Experience Website E-shop Self- E-mail Social … service Marketing Media WCM Campaign Social Media Management MonitoringManagement Personalization, Multi-Device, Multi-Channel Analytics & Optimization ERP CRM 11.
  • 12. Our vendors today 12.
  • 13. 13.
  • 14. 14.
  • 15. 15.
  • 16. Thanks 16.