This document discusses how companies can master the customer engagement ecosystem by speaking with one voice across channels using a content management system. It notes that in the past companies used single or multi-channel approaches but now must engage customers through various micro-channels like websites, blogs, social media, mobile apps, stores, catalogs, email and more. The document recommends that companies identify their customers, build experiences for them, and speak with one voice by centralizing their marketing technology, content creation and delivery to better engage customers as they move across channels.