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Craft and clarify the vision for Intelligent Customer Experiences. Start driving towards a contextual, omnichannel future with a clear roadmap.

Next-generation customer interactions are intentional. They require thought and planning. Strategy orchestrates customer experience and editorial approaches. It guides the overall process and structural standards in collaboration with Engineering.

[A]'s Strategy services unify content systems and processes, help identify and build ways to bridge content silos, and start to align content technology systems to reduce friction and speed up the velocity of content as it moves through the supply chain to customers.

Content drives business. But it also gets ignored and taken for granted. Measuring the impact and reducing the cost of content authoring and management helps to change the internal conversation. By extending the purpose and reach of assets, the goal of [A]'s Strategy services is to foster Intelligent Customer Experiences while driving internal improvements that leverage content to meet business goals.
Where to Start
Strategy
Introduction to Intelligent Customer Experience (ICX) Vision and Opportunities Workshop

Your organization knows it wants to improve its customer experiences, but where are the opportunities to achieve that? How do we develop the vision and identify the desired outcomes needed to embark on the journey?

Strategy
ICX Strategy and Requirements Workshop and Roadmap

Reimagine the organization’s customer journey map as an Intelligent Customer Experience in this vision-building, strategic planning workshop.

Strategy
Introduction to the Lean Content Supply Chain Vision and Opportunities Workshop

Developing a shared vision of where an organization wants to be and what it wants to achieve to grow is a key ingredient to building success. The same is true for content-driven customer experiences. This Content Vision Development Workshop provides that foundational direction.
 

To survive and thrive in an ever-changing content landscape, we must manage content in a new way.

Targeting content to customer context happens once we have both the content and context ready to interact in useful ways. Fluid, assembled experiences require intelligent content practices ... which all requires shared understanding and collaboration.

Teams confronting the complexities of content across groups find that including [A]'s Strategy services makes the difference when bringing together directors and senior executives, or teams within a department, or bringing together departments into a shared perspective. When adding agencies and vendors into the customer experience mix, sharing strategic alignment becomes even more essential. [A] helps build bridges.

Build a Vision for Content-Driven Experiences Today and Into the Future

Create a shared vision for meaningful, advanced customer experiences.

The demand for personalized, conversation-based interactivity with customers has been growing year-on-year, with Gartner now predicting fully 80% of customer interactions will involve chatbot or voice interfaces in the coming years.

Successful customer support today relies on streamlined knowledge management for text-messaging, chatbots, and IVR telephone delivered responses. All of this relies on topic-based content that can and should be shared across pre- and post-sales customer lifecycles. The introduction of artificial intelligence into everyday products has further driven a need for modular content to support interactions.

Reviewing current systems, customer information, and identifying other relevant inputs, [A] facilitates group understanding and definition of achievable goals, identification of future opportunities, and the drivers for creating customer experiences with maximum impact.

Power the Customer Journey With a Content Intelligence Program

Customer journeys are non-linear, and customer-driven across departments and content types. Build success in an intelligent world by developing a shared vision within an organization around mapping journeys to content, and content processes.

[A] guidance helps teams establish a direction, align content strategies already established to the vision for contextual responsiveness, and the supply chain that makes it all come together.

Developing a shared vision of where an organization wants to be, and what it wants to achieve to grow, is a key ingredient to building success. The same is true for content-driven customer experiences. This Content Vision Development Workshop provides that foundational direction.

Define the Value of Content Assets and the Programs That Support Them for Executives and Shareholders

[A] helps content leaders move teams towards intelligent customer experiences through education and business value-mapping. Map how content investments drive a personalized, omnichannel future for customers. Then map how smooth content distribution and processes across disparate systems and groups bring together the experiences that build business value. Align CX with business drivers. Exceeding customer expectations, retaining customers, and building Net Promoter Scores (NPS) and other satisfaction measures all depend on smooth content-to-customer connections. Demonstrate how investments in content systems provide more customer value, reduce customer effort, and improve operational efficiency.

Get Out of the Old Publishing Rut, and Into a New Way of Working

With [A], closely examining the current state of content across an organization and identifying actionable steps for content workflow improvements, holistically analyzing the people, processes, and tools.
 

Find the opportunities to create business impact through content.

  • Map the future vision of Intelligent Customer Experience to the enabling content ecosystem.

  • ​Measure the current system and understand how and where to improve the authoring and publishing lifecycle.

  • Chart a measurement approach to using valuable content assets to drive content marketing, sales interactions, in-product experiences, support and documentation experiences, and customer service experiences.

  • Align disparate technologies across platforms including Martech, CMS, CCMS, CSP, DAM, CEM, CRM, and ECM.

Content drives business. At the same time, it also gets ignored and taken for granted. Measuring the impact and reducing the cost of content authoring and management helps to change the internal conversation. By extending the purpose and reach of assets, [A]'s Strategy services aims to foster Intelligent Customer Experiences while driving value fueled by content assets.

Strategy Q&A

What is Strategy, and how does it fit with Engineering and Operations?

Strategy provides the who, what, when, and why of content and customer experience. Strategy assembles and gains insight from data, then defines and clarifies the vision. Engineering provides the 'how' content powers customer experience, and what connects it to customer context. Content Operations provides the 'where' to content, the day to day activities wherein content gets produced, managed, and delivered.