Explore [A]’s Knowledge Hub

Watch this lively discussion led by professionals working on different parts of the digital development process using structured, modular content. See an active approach and hear lessons learned from in-flight internal projects.  Learn from members of the [A] team ...

Teams hoping to scale personalization technology are realizing the importance that the shape of content takes in designs, content systems, and APIs. Content structures have taken a leading role as the ingredients necessary to dynamically build relevant experiences for custom...

Article At [A], we take pride in celebrating the accomplishments of our team members who continuously strive for excellence and innovation. Today, we’re excited to recognize Andrés Villenas and John Flores, for earning certifications that reinforce [A]’s expertise in del...

Turning Customer Data into Meaningful Experiences: Beyond the Numbers Have mountains of customer data but still struggle to create truly personalized experiences? This video explores the missing link between collecting data and creating connections that matter. Many teams to...

Publishing teams across the enterprise stretch content creation and management in new directions daily. Multiple touchpoints on today’s dynamic customer journeys have nudged us towards intelligent content and omnichannel production. Enterprises face pressure to ge...

This article has been reprinted from Intercom by the Society for Technical Communication. Originally published as I Know Someone Who Can Help With That, the article first appeared in Vol. 65, Issue 2, dated March/April 2018. We are the Content Convergence. We are Customer Ex...

The costs of producing content ad-hoc and not following a defined structure prescribed by a Core Content Model mount silently. These costs cripple organizations that don’t wake up to the intelligent way of re-imagining and re-contextualizing our approach to producing a...

Content plays a role in every enterprise business transaction. Nothing gets sold, supported, or understood without content. The words, pictures, videos, and data that a company builds and stores form the basis for every customer experience. Since every digital interaction be...

In this series we explore and reveal the critical importance of content engineering to ensuring effective, seamless customer experience (CX.) Here at [A], we are increasingly referring to an ideal goal as Intelligent Customer Experience (ICX.) To provide evidence from m...

The Shift in Digital Customer Experience Designing digital customer experiences involves putting together both the actual content and the design components into an interactive and appealing result. But how do these fundamental building blocks of design and content come toget...

As technology continues to advance, content personalization and relevance have emerged as powerful tools to reach diverse audiences across various platforms. Yet, this evolution brings its own set of challenges for those striving for success in modern content production. So,...

The Evolution of the Core Content Model™ Today’s thriving enterprises recognize the value of content and the role it plays in the customer experience. Consumers now expect highly relevant, timely, personalized content at all touchpoints of the customer journey, o...

Transforming Content for Seamless Delivery Content isn’t static—it moves, evolves, and adapts to reach different audiences and platforms. To make content more effective, businesses must refine, enrich, and structure it in a way that allows for flexibility, consis...

Content Engineering matters because it helps us to eliminate friction from Customer Experience (CX) and create an Intelligence Customer Experience (ICX.) According to a 2018 Forrester report, 80% of companies believe content supply chain challenges impede their ability to de...

Content strategy and content engineering are two practices that have been growing and evolving along with enterprise content. This article focuses on the role and responsibilities of the content engineer. Why do we need Content Engineers? To deliver content that meets the cu...

Content engineers organize the shape, structure, and application of content. They enable content personalization, targeting, reuse, and multichannel distribution. Content engineers bridge the divide between content strategists and producers and the developers and content man...

In this article in [A]’s series on Knowledge Management, we focus on the steps in creating a Knowledge Management System through a hybrid case study. In our white paper,Creating Content-as-a-Service through smart Knowledge Management practices,” we discuss why Kn...

Building a Content Engineering Program Here at [A] we have learned and proved by direct experience with many customer engagements that a Content Engineer is a major key to success for any complex content-centric project involving content production and software system develo...

Tech advancements are playing a pivotal role in reshaping our interactions with the world. Among these groundbreaking innovations, augmented reality (AR) and virtual reality (VR) have emerged as game-changers, offering transformative potential that can impact our professiona...

Content Engineering can help address content challenges that fairly typical organizations face. Such as, some metadata and taxonomy is in use, but there are no standards – one version is used by marketing and another is used by other divisions. Although some content st...