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Mike Doane and Cruce Saunders of [A] present “Semantic Systems for Customer Experience Publishing”. This is the first webinar of 2021 hosted live by the Content Wrangler. Organizations too often overlook the impact semantic practices have in enabling next-ge...

Understanding Intelligent Customer Experience (ICX) In today’s digital world, customers expect more than just convenience—they seek personalized, seamless, and proactive interactions at every stage of their journey. Intelligent Customer Experience (ICX) is a cust...

Bridging the Gap Between Content Creation and Customer Experience Many organizations create content in structured workflows designed for internal efficiency, but customers don’t experience content in a linear or predictable way. Instead, they engage with content across...

Forward to The CX Trinity: Customers, Content, and Context: Musings and Observations on the Evolving Customer Experience Digital customer experiences are always mediated through content, and customers bring their own individual needs and environments to those interactions. M...

Seeing Through Your Customer's Eyes: Beyond the Journey Map Are you designing customer experiences based on what you think customers want, rather than what they actually need? This video challenges us to look beyond our internal viewpoints to truly understand the complet...

By Alan J. Porter, Director of Content Intelligence Strategy at [A] “A satisfied customer is a happy customer.” That’s a well-worn saying — one that carries a degree of truth. But how do you know whether your customers are truly satisfied? Measur...

How [A] Works with Clients: A Strategic Approach to Content and Customer Experience At [A], we help organizations design smarter content ecosystems by aligning customer experience, technology, and operations. Our methodology is centered around identifying key content pattern...

The Connection Between Intelligent Customer Experiences and Revenue Creating seamless, effortless customer experiences isn’t just about satisfaction—it directly impacts revenue. When customers engage with brands in a way that feels intuitive and effortless, they ...

How Customer Experience Leaders Embrace a Content-Centric Approach Leading organizations understand that content is the foundation of exceptional customer experiences. Instead of treating content as an afterthought, they place it at the center of their strategies—ensur...

The peak of next-generation Customer Experience emerges at the crossroads of content, customer, and context. With an extensive career in content strategy and engineering, Alan Porter, Director of Marketing at Nuxeo, joins Cruce Saunders to discuss the themes in his new book,...

Listen to customer data to match structured content with real-time, contextually relevant content. Introduction In our last article on “Structure and Semantics”, we concluded with this observation: “Structured content, enhanced with semantics and metadata, ...

The next generation of customer experiences is already here, but it is unevenly distributed, as is so often the case with how future technologies unfold. Customer interactions get more intelligent, responsive, and personalized every month. The organizations leading the way a...

Breaking Down Walls: Why Your Systems Need to Work Together for Better Customer Experiences Frustrated by company systems that seem designed to make things difficult rather than helpful? This video explores how organizations can stop applying quick fixes and start solving th...

Many years ago, when I ran the support organization for a small software company, we had a white board on the wall opposite the area of the office where my team sat. Everyone walking to the break room could see it. It showed the number of customer calls or emails we had each...

How Taxonomies Drive Personalization Personalized customer experiences don’t happen by accident—they require structured content and intelligent organization. Taxonomies help businesses categorize, connect, and deliver the right content to the right person at the ...

Customers crave personalized experiences that align with their individual preferences. That's why companies that embrace personalization are seeing benefits, with a remarkable 40% increase in revenue compared to their competitors. Let’s look at the advantages of pe...

The Impact of AI on Customer Expectations Conversational AI is transforming the way customers interact with digital experiences. With the rise of AI-powered chat interfaces, businesses must adapt to shifting customer expectations by ensuring their content is structured, dyna...

Beyond Numbers: Finding the Human Truth in Customer Feedback Are your performance metrics missing the real story of how customers experience your business? This video explains why traditional measurements often fall short and how to get more meaningful insights. Standard met...

Information architecture (IA) impacts user experience In website design, web and mobile applications, and all sorts of digital publishin – information architecture can dramatically influence the success of customer experience. IA involves organizing the structure, cont...

Customer expectations have never been higher. Today’s users want personalized, seamless experiences across every touchpoint—and they expect brands to deliver instantly. But outdated content systems and disconnected platforms make it hard to keep up. In 2025, the ...