A CMS contributes to customer experiences, does it?

A CMS contributes to customer experiences, does it?

Everybody is talking of “creating customer experiences” – even I, although I am convinced that any experienced is created by the person on the receiving side of an engagement. 

But then, how to formulate this in only a few words?

Nevertheless, when it comes to engaging with customers or prospects, we are immediately also talking content, be it images, texts, videos, podcasts, 3D rendered objects, or whatever the future will bring us.

We are also talking about more than just marketing processes, but also service- or employee-facing processes. Which brings us into the realms of knowledge management, product information management, web content management, enterprise content management and enterprise search. Or the question about how the same content can be used in different scenarios? How can it be found, so that it can be made available? Does it need a platform? What type of platform?

Looking at individualised marketing campaigns that theoretically ask for individually tailored content. How much can this scale? Where is the limit? Spoiler here: Manpower to create the content …

Still, how is a technology stack helping marketing, sales and service functions with prepared and personalised relevant information – that then also resonates?

What is the role of “headless” in this whole picture? Is headless a thing at all? Shouldn’t be the content headless after all (which then solves the content problem across the metaverse – oops, now I used the buzzword)? 

Lot’s of unanswered and very interesting and important questions!

This creates the perfect need to talk to someone who knows. So, we discussed with Dina Apostolou of Contentful how a content management system can be of help. And what else it does take to succeed.

Only so much here: Content is a core ingredient of a digital first business. 

Interested in more details? Check out this CRMKonvo! It is more than worthwhile!