[A]: The Content Intelligence Service
[A] is the Content Intelligence Service, transforming omnichannel publishing. Clients rely on [A] to orchestrate the content strategy, engineering, and operations that power intelligent, personalized customer experiences.
Author, manage, and deliver the content that fuels context-driven Intelligent Customer Experiences
Intelligent Customer Experiences (ICX) are uniquely-assembled interactions between an organization and a customer. These new-era experiences deliver meaningful and useful content across channels, reducing the manual effort and transaction friction for consumers. When content intelligence grows, experiences can become:
- Omnichannel - Assembling content modules into orchestrated unique customer experiences across multiple channels, platforms, and devices.
- Contextual - Listening to and understanding a customer’s context and making that customer data available to real-time sessions. Bringing together relevant modular content from a content pool to meet customers in their required formats and views.
- Fluid - Flowing across a complete content supply chain and a Customer Experience (CX) and martech software stack, and into multiple interfaces and renderings with minimal rework.
- Automated - Responding using conditional logic to facilitate instant and long-term customer journeys, without human intervention. Connecting with robot consumers of structured data.
- Conversational - Connecting with customers via intent and response interactions, including chatbots and voice interfaces, facilitated by a combination of human and machine intelligence.
Powered with Intelligent Content
The essential ingredient to all customer experience is content. When meeting customers' unique needs, content must be able to shape itself into multiple containers, templates, and interfaces. Customer experience and omnichannel leaders are rallying cross-functional teams and realizing the need to build content intelligence practices to drive the creation of structured, intelligent content.
Watch a short 3-minute video introducing [A]’s approach to content intelligence and start the journey to fluid, intelligent customer experiences.
[A] Content Intelligence Solutions
Arriving at intelligent customer experiences require requires a set of organizational capabilities across the strategy, engineering, and operations of content. [A] supports the development of each of these capabilities through a portfolio of solutions.
Operations
The most difficult aspect of a structured content initiative is the organizational change. Organizations must strategically build structured content, content engineering disciplines, content models, and related publishing processes from the inside out to ensure sustainability long after launch.
Integrated into the largest enterprises and leading mid-market companies, [A] supports organizational change through process development, team development, training, and ongoing support and process outsourcing.
Review the [A] Operations Solutions Catalog
Platform Engineering
[A] helps architect, select, build, and integrate the ideal customer experience management platforms and technologies customized to organizational needs.
[A] works with both the most sophisticated and complex software and IT teams in the world, as well as understaffed mid-market firms with bigger ideas than staff to enact them.
When building a new content supply chain, start with the latest view on content portability, structure, and integration approaches to power contextual content at scale.
Review the [A] Platform Engineering Solutions Catalog
Content Engineering
A strategy does not stand alone. The content itself needs a new shape, and new tags. Intelligent content takes engineering.
Customers who expend low effort to reach their goals are 23 times more likely to repurchase, according to a customer experience study. Crafting frictionless interactions for content is essential for both our customers, and our internal teams.
A Master Content Model® (MCM) defines the relationships between content types and elements across systems, variants, and channels. It significantly reduces the friction often experienced in creating, managing and publishing content, and allows for seamless content experiences for customers. The content engineers at [A] provide customized solutions for organization's unique technology landscapes and designed to meet internal production goals.
Review the [A] Content Engineering Solutions Catalog
Strategy
Customers don’t care where content comes from. Customers don’t go to our website or our apps to look for content based on which department produced it － they just want answers. [A] helps content converge around user goals to create a next-generation customer experience.
Use the power of the [A] Content Intelligence Framework to assemble and organize the people, process, and technology necessary to meet the publishing and customer experience demands facing knowledge-rich enterprises in an era of unprecedented change and scale.
Review the [A] Strategy Solutions Catalog
Reach more. Spend more efficiently.
- Make content technology software investments accomplish more, more efficiently, when architected into a holistic Content Intelligence System.
- Drive content reach and impact across humans and robots, accruing measurable value.
- Match realtime customer data with contextualized, faceted content, creating increased discovery, customization, automation, and personalization capabilities.
- Reduce total effective cost of content through low-friction, omnipurpose content reuse.
- Ease into Intelligent Customer Experience with a workshop, assessment, or health check from [A].
Start the Journey. Get involved with Content Intelligence.
Involved in content change? Looking into next-generation customer experiences? No need to do it alone. [A] provides executives, managers, and practitioners a set of useful and practical resources to advance knowledge and build internal awareness. Participate in a community of like-minded leaders all working to create the future of content.
Peruse the trove of articles, publications, podcasts, presentations, videos, webinars, and other educational assets.
A self-paced eLearning experience on the topics driving innovation and change across enterprise publishing. The first available course,
Cornerstones of Content Intelligence, taught by leading experts, starts with the fundamental concepts and building blocks, then moves on to more advanced and practical material as the course progresses.
The new order of content intelligence is driven by educated leaders working hard to achieve a new way of working with content, enterprise knowledge, and customer experiences. Listen in to exclusive roundtables, access members-only reports, and share ideas.
Meet innovators exploring the intersection of human and machine intelligence, where content and technology combine to build a better world.
Get to market faster with [A]'s proven system.
Use the power of the [A] Content Intelligence Framework to assemble and organize the people, process, and technology necessary to meet the publishing and customer experience demands facing knowledge-rich enterprises in an era of unprecedented change and scale.
- Make content technology software investments accomplish more, more efficiently, when architected into a holistic Content Intelligence System.
- Drive content reach and impact across humans and robots, accruing measurable value.
- Match realtime customer data with contextualized, faceted content, creating increased discovery, customization, automation, and personalization capabilities.
- Reduce total effective cost of content through low-friction, omnipurpose content reuse.