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Articles by Oliver Jaeger

Is Customer Experience Only the Tip of the Iceberg?

We're often told that the best way to create advocacy and brand loyalty through business websites is by providing a vibrant, engaging customer experience. The benefits of creating compelling content and making it available on multiple devices and platforms have been well documented. But is content creation and delivery only the tip of the iceberg when it comes to producing dynamic, customer-facing digital experiences?. . . .

Web Content Maturity

"Making the case for a more integrated approach to Web content management (WCM) is not difficult for any company focused on its customers. Consumer technologies such as smartphones, social media, personalization and video have conditioned customers to expect a faster and better experience with a higher degree of service. Most companies have some pieces needed to improve customer experience in one form or another lying around. . . ."