Engineering Content for Intelligent Customer Experiences

This extensive series of articles on content engineering explores critical steps and practices that ensure Intelligent Customer Experiences (ICX). Hear from multiple practitioners and leaders within the industry today. Start here for an overview of the series and the lessons learned from each author.

Learn how ICX automatically forms adaptive relationships by listening to customer data and responding with contextually-relevant content in real-time. Reduce manual effort and transaction friction for consumers with these approaches.

Content Engineers are responsible for many areas, including content models, a reuse strategy, taxonomy and metadata, governance, as well as technology selection and configuration. See the roles and responsibilities Content Engineers take on within the industry.

Building a successful content engineering team requires more than just excellent technical skills. Learn how to improve the other factors that contribute to your team's ultimate success.

Making content findable has become a key role for all publishers. See how to engineer content for discovery and the fundamental role of structured data.

Engineering content unlocks personalization capabilities. Key building blocks for successful personalization include: shared taxonomies, semantic tagging, content reuse, Content-as-a-Service (CaaS), plus content operations and governance. Learn more about each of these important pieces and how they can work together to unlock personalized experiences when engineered.

Standards and governance are an important part of the engineers' toolkit. Omnichannel distribution requires content that is granular, reusable, enriched with metadata, portable, high-quality, and distinct with separation between content and structure definition, layout and metadata.

With the need to adhere to a large enterprise content strategy, how do we avoid sacrificing agility within our teams? Hear how to balance them and weigh different approaches for content publishing.

Customers seek and consume relevant, fresh content. Content Engineers are the ones who can enable the systems to ensure that content is up-to-date, timely, pertinent, and provides new or different insights to existing information. Structured content enables content teams to reduce, reuse, and refactor content, making it, and the content teams themselves, more valuable to the enterprise.