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[A] 2022 Resource Guide:

Adopting Intelligent Customer Experiences in your Organization

Our mission at [A] is to help organizations become smarter.

[A] designs and orchestrates intelligent organizational frameworks and content models that unify the people, processes, and technology for personalized omnichannel real-time Intelligent Customer Experiences.

In this 2022 Intelligent Customer Experiences Resource Guide, we consolidate the most important trends, knowledge, developments, and changes in the dynamic Intelligent Content-driven Customer Experiences landscape.

Recap - What are Intelligent Customer Experiences?

Many organizations are transforming their values and structures towards a Customer-Centered mindset. They are also adopting new technologies to optimize Customer Experiences in a fiercely competitive world where earning and maintaining customer loyalty is a must.

Many organizations are still struggling to find a path towards what [A] calls Intelligent Customer Experiences, which are personalized, contextual, real-time, omnichannel and driven by Intelligent Content and Technology.

The foundations of Intelligent Customer Experiences are the Customer, Content and Context

Intelligent Content as the foundation of Customer Experiences

[A] Webinar on the role of Intelligent Content - modular adaptive contextual content - for creating Intelligent Customer Experiences - Adobe DITAWORLD 2019

Intelligent Customer Experiences through Content-as-a-Service

Content-as-a-Service Architecture allows omnichannel content delivery and segmentation. It offers a system for Intelligent Customer Experiences

Applying Content Intelligence to Create Better User Experiences

[A] Webinar on combining Content strategy, engineering and operations to create content intelligence for optimal Customer Experience and User Experience.

Knowledge Management & Enterprise Data - Maximizing your assets

To deliver Intelligent Customer Experiences, teams need Intelligent Content. In a nutshell this is content that is enriched with metadata and semantics. It is also  modular and flexible, prepped to be delivered in automated and AI-assisted ways to provide personalized, contextual, omnichannel Customer Experiences.

Many of our  clients have had difficulty establishing the mindset to move beyond siloed workflows. They are also initially underutilizing massive enterprise data (of great potential value) to create Intelligent Content.

To create intelligent customer experiences, [A] helps enterprises set up a better organizational framework and orient teams around the principles of Intelligent Content and Intelligent Customer Experience.

[A] has published a Whitepaper and several articles that highlight the connectivity of Knowledge Management and Intelligent Customer Experience

Creating an Effective Knowledge Management System

Steps for creating a Efficient Modular, AI-support, Content-as-a-Services based Knowledge Management System

Achieving Smarter Knowledge Management with Intelligent Content

Explore the importance of Knowledge Management, its benefits and how to create smarter Knowledge Management through Intelligent Content

Trends towards AI-supported Modular Knowledge Management

Explore the three trends driving progress in Knowledge Management, as well as scenarios in which Knowledge Management practices bring tangible benefits.

Models for Content & Semantics - the Foundation for Intelligent Content
Intelligent Content and Intelligent Customer Experiences are created, engineered with purpose and design. [A] has developed a comprehensive,  tested design for Content Intelligence with a  foundation based on  two Core Models: In line with our educational mission, we have published these articles about some of the key ingredients in the Core Models.

[A] Free Guide to the Core Semantic Model

Download the Core Semantic Model Whitepaper - learn about the Semantics of Content and how to model and use it to create Intelligent Customer Experiences

[A] Free Content Modeling Resource Guide

Download the Content Modeling Resource Guide - An overview of Content Modeling artciles, decks, videos and other resources

Creating Context through Content Structure and Semantics

Next-gen Customer Experiences need context to become intelligent, flexible, and personalized. That context is created using Content structure and Semantics

What Is Website Taxonomy and Metadata?

Website taxonomy and metadata work to keep your content adaptable, customizable, and easy to distribute, giving it power over static content.

Semantic Systems for Customer Experience Publishing

[A] Webinar on the role of Semantic Systems in Publishing for Personalized Intelligent Customer Experiences

Modular Content: Enabling multichannel Customer Experiences

[A] Webinar on Modeling Modular Content for multichannel delivery and creating Personalized Customer Experiences

Implementing the Models - A Smarter Organizational Content Framework
[A] has conceptualized a well-developed organizational structure around which enterprises can implement a content model and integrate it into their daily operations. This ensures that you can realize the creation of Intelligent Content and Intelligent Customer Experiences.

A complete overview of the organizational framework [A] has developed is explained in this ground-breaking video series, the Invisible World of Content.

A component of the organizational framework that [A] proposes is the Content Services Organization (CSO).

The Content Services Organization is a cross-functional content-oriented team that works to centralize the models, standards, and practices that inform how content is acquired, produced, managed, and delivered across an organization. It has three core disciplines: Content Strategy, Content Engineering, and Content Operations.

Learn more about the importance of the Content Services Organization for enterprises in these content assets:

Introducing the Content Services Organization (CSO)

[A] Webinar introducing the Content Services Organization: An organizational framework for content publishing, content management and processes across teams

What is a Content Services Organization?

Discover the new organizational model that supports content intelligence by incorporating Content Strategy, Content Engineering, and Content Operations practices within an overall Content Services Organization (CSO).

How to Streamline Content Operations in Enterprises?

Intelligent content starts with new organizational structures and effective content supply chains. The Content Services Organization provides this framework

Exploring the Practice of Content Operations
As [A] introduced the concept of the Content Services Organization, we have published a series of articles diving deeper into one of the crucial functions of the Content Services Organization: Content Operations.

Many organizations are struggling to create intelligent content as they still work in isolated departmental silos with limited communication or coordination between them. This creates a content creation nightmare of manual copy/paste work, content assets duplication, content assets living in numerous formats and people just being unaware of what content and knowledge exists within an organization due to its poor findability.
One of the most important aspects of what we consider to be our mission, is to assist organizations in creating more efficient workflows and organizational frameworks for content creation, publishing, and simply avoiding this content nightmare.

Content operations are at the core of how organizations can move beyond manual content replication and duplication within siloes, towards Intelligent Content Practices.

If you identify with these issues, here is a “must-read” list of assets that will prepare you to move through 2022 more effortlessly.

A Playbook for the Future of Content Creation

As the complexity of content creation increases, we need a playbook that sets rules, guidelines and processes to produce intelligent content

Content Management is a Team Sport

Content Management teams that implement an organizational structure are likely to achieve successful omnichannel content delivery and Customer Experiences

Cost Savings from Content Modeling and Content Best Practices

Producing content ad-hoc and not according a Content Model creates crippling costs for Enterprises. Read examples and benefits of a Content Model

How can Content Operations Prevent Wasted Time and Reduce Costs?

Discover how to optimize Content Operations and content lifecyle management in your organization and its many benefits of an optimal content supply chain

7 Ways to Avoid the Biggest Failures in Content Operations

[A] Webinar on Content Operations and 7 Ways to Avoid Costly Failures in Content Operations

Hidden Data Security Killers in Content, Metadata & Operations

Learn about the hidden killers of information security to avoid systemic issues that can sabotage security practices surrounding content.

Next Steps:

Start your journey toward successful customer experiences.

Connect with [A] today and achieve improved workflows, connected systems, and implement proven methodologies that enable personalized, intelligent customer experiences.

Book a Free Consultation with our Experts

Share your content obstacles & find solutions with [A]

Our experts can assist you with:


  • Design Smarter Content Models
  • Design Smarter Semantic Metadata Models
  • Align Content Teams & Operations
  • Content Strategy Consulting
  • Implement CMS Solutions for Modular Content
  • Create Intelligent Customer Experiences

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