Introduction to Web Experience Management

Amplexor Seminar

October 18, 2012

Web Experience Management – Setting the scene

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Damien Dewitte

Lead ECM consultant

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“Content is King”

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Web Content Management basics

AuthoringØ Content typesØ Content re-useØ Versionning

Workflow & SecurityØ De-centralized teams & rolesØ Translation Process

PublishingØ Navigation StructureØ Layout TemplatesØ Multi-channelØ Muli-lingual / Multi-countryØ Scheduled publishing

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Amplexor Seminar on WCM Anno 2009

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CloudSocialMobileContext

SubscribeRich Media

Multi-channelWeb Analytics

User ExperienceUser Preferences

Campaign Management

CONTENT

Web Experience Management

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WEM is:

“Maximizing the value of customer interactions across all channels”

“WEM is a practice, supported by a suite of technologies, all of which aid in the process of assembling and acting on both data and content in order to provide a seamless, tailored, consistent and relevant experience for each prospect or customer” (Scott Liewehr, Gilbane Group)

“ WEM is the hub for digital customer interaction”(Jay Batson, Acquia)

Goals: Maximize Customer Reach, Customer Conversion and Customer Loyalty

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“Good morning Sir, what can I do for you today?

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Non-digital TouchpointsU

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Exp

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Storefront Customer Service

Promotions & Catalogs

Reputation

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Personalization, Multi-Device, Multi-Channel

Digital TouchpointsU

ser

Exp

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Ma

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gem

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Website Self-service

E-mail

Marketing

Social Media

Social Media Monitoring

Campaign Management

CRM

WCM

E-shop …

Analytics & Optimization

ERP

11.

Personalization, Multi-Device, Multi-Channel

Digital TouchpointsU

ser

Exp

erie

nce

Ma

na

gem

en

t

Website Self-service

E-mail

Marketing

Social Media

Social Media Monitoring

Campaign Management

CRM

WCM

E-shop …

Analytics & Optimization

ERP

WCM offering expanding to WEM Offering

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Our vendors today

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Thanks