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  • AI Overview

Here are some of the topics I can help you with:

  • Intelligent Customer Experience (ICX): Understand ICX, how it works, its benefits, and why it matters for businesses.
  • Content and Customer Experience Alignment: Learn how to align content creation with customer experience and bridge the disconnect between them.
  • The CX Trinity: Understand the interaction of customer, content, and context in creating intelligent customer experiences.
  • Content Strategy: Learn how to create a content-centric approach to customer experience and the value of content in driving engagement and brand loyalty.
  • Content Metrics and Measurement: Find out how to measure customer experience success and take a holistic approach to metrics.
  • How [A] Works with Clients: Understand [A]'s strategic approach to content and customer experience, including defining outcomes, identifying content patterns, and optimizing content operations.
  • Revenue and Customer Experience: Explore the connection between intelligent customer experiences and revenue, and how effortless experiences lead to higher revenue.
  • Customer Feedback: Learn how to find the human truth in customer feedback and use it to improve customer experiences.
  • Content Engineering: Understand content engineering's role in shaping content structure for customer experiences and keeping information fast and agile.
  • Personalization: Discover how to personalize customer experiences, including using taxonomies, AI, and various personalization techniques.
  • Content Models: Learn about the Core Content Model™ (CCM) and its role in improving content flow and creating intelligent customer interactions.
  • Modular Content: Explore the power of modular content in intelligent customer experiences and how to adapt to a dynamic content ecosystem.
  • Omnichannel Content: Understand the importance of omnichannel strategies and the essential patterns for success with omnichannel content.
  • Content Operations: Learn how content operations facilitates interactions throughout the content supply chain and ensures adherence to content standards.
  • Content Silos: Learn how to break down content silos and create an omnichannel, intelligent customer experience.
  • Content Governance: Understand the role of standards and governance in engineering content for multichannel distribution.
  • Project Management for Content: Learn how to manage content projects and empower collaboration through a Content Services Organization (CSO).
  • Content-as-a-Service (CaaS): Discover how to use CaaS architecture to customize content for audience segments and customer types.
  • Content Structure: Understand the challenge of recognizing and managing content structure and its role in real-time marketing.
  • AI and Customer Expectations: Learn how AI is reshaping customer engagement and why adopting a structured content strategy is essential for success.
  • Intelligent Content: Learn about the tenets of intelligent content and how it can improve customer experiences and business outcomes.
  • Content Engineering and Customer Experience Management: Learn how content engineering helps with customer experience management and the five core reasons to integrate it into your workflow.
  • Content Engineering Program: Discover how to build a content engineering program and the skills that content engineers have.
  • AR and VR for Customer Experience: Learn how augmented reality (AR) and virtual reality (VR) can transform customer engagement and what [A] can do to help you craft immersive experiences.
  • CMS vs CEM: Understand the differences between CMS and CEM solutions and how to choose the best one.
Get in touch now and let’s launch your project right away

  • Semantic Systems for Customer Experience Publishing

    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...

  • What is Intelligent Customer Experience (ICX)?

    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...

  • Customers Drive Their Own Experiences

    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...

  • Customer Experience Trinity: Uniting Customer, Content & Context

    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...

  • Content Relevance Spanning the Entire Customer Journey

    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...

  • Customer Experience Satisfaction - Placing Content at the Center

    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...

  • [A]’s approach to help clients optimize customer experiences

    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...

  • Low Effort Customer Experiences Lead to Value

    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 ...

  • CX Winners Make Content a Priority

    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 Customer Experience Trinity: Content, Customer, and Context

    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,...

  • What is Intelligent Customer Experience?

    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, ...

  • Content Engineering for Next-Generation of Customer Experiences

    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...

  • Viewing Functional Problems Holistically

    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...

  • Intelligent Content as backbone of Successful Customer Support

    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...

  • Using Taxonomies to Personalize Customer Journeys

    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 ...

  • The Business Benefits of Personalization

    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...

  • How AI is Changing Customer Expectations

    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...

  • Improving CX Performance with Metrics and Feedback

    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...

  • What Is Information Architecture?

    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...

  • AI Powered Tools for Customer Experience in 2025

    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 ...

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