Posts Tagged ‘Web Engagement’
An Audience with Brian Solis
April 7th, 2011 - 3:50 pm § in Observations | | No Comments
A couple of weeks ago I was fortunate enough to attend SDL’s Return On Engagement Summit both in Boston and in New York. As part of these events we had Brian Solis as our guest speaker (as well some fine case studies presented by our partners).
While this isn’t one of those fancy live blogging posts of the event, I was inspired to write a ton of notes and thought I’d share some of those.
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Has CRM Finally Decided it Owns the Customers Digital Voice?
March 30th, 2011 - 2:38 pm § in Observations | | No Comments
So, today Salesforce.com has moved to acquire Radian6, a respected and possibly ‘leading’ vendor in the relatively new space of Social Media Monitoring (SMM), a rival to products like Alterian’s SM2 product that I knew relatively well.
For anyone interested in digital engagement whether you call it web (WEM), customer (CEM) or pervasive (PEM) this looks to me like a significant move.
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Adding Pervasive to the Engagement Lexicon (a new Russian doll)
As you know I have recently joined SDL and I have been delighted to find a new twist on the business of engagement that I write about on this blog, something we call Pervasive Engagement.
Ah hah! I can already hear the cynics pursing their lips and maybe clicking on the back button as you suspect that I've either over done it on a new brand of Kool Aid, my transformation to the dark side is complete or perhaps here is another vendor trying to carve a new segment – but please hear me out.
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Who Will Buy This Web Engagement?
December 23rd, 2010 - 3:18 pm § in Content Management, Gilbane, Observations, The Engagement Tier | | 11 Comments
As the holidays approach, my SKY+ hard disk (PVR/Tivo thing) is brimming with movies ready for the onset of quality time with my young family. Perhaps our viewing pleasure as I recuperated from what I anticipate to be a fine lunch could be an old movie that I think will entertain the girls - the musical Oliver!. In it they sing “Who will buy”, something I have been hearing on blogs and twitter about Web Engagement.
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Web Engagement – The Emperor’s New Clothes?
Recently I've been seeing 'an examination' shall we say of the term Web Engagement Management and the acronym WEM. There is a suggestion that it's a figment of the fervid imaginations of software vendor marketing departments possibly in collusion with certain analysts and that dreadful things should be done to it's proponents.
In addition, this week I gave a presentation at GXConnect 2010 - 'Web Engagement, Marketing Buzzword or Business Imperative' - and whilst this isn't a transcript of that presentation I wanted to air this debate. So, is this WEM thing the emperors new clothes, a sharp marketing suit or the boiler suit of the workers on the coal face of getting web stuff done?
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You say tomato, I say tomato, you say WEM, I say WEM..
When you say WEM, do you say Web Experience Management or Web Engagement Management? What does it mean and does it matter and what about CEM? Well, in this post I want to explore that, in direct response to a couple of things - firstly I promised in my latest post over at the Gilbane blog to tackle it and secondly Irina Guseva asked the question over Twitter and I needed more than 140 characters...
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Your Website – Your Customer Service Agent
I'm doing some work for a new client, who look at optimizing customer service across multiple channels using, rather interestingly - artificial intelligence. In my research on this I find myself observing an interesting convergence with the Web Engagement / Web Experience mantra that I’ve been peddling here and that there is perhaps something here that we often overlook.
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Engaging Clouds
I was delighted to recently be asked to comment on a paper by Robert Rose over at Big Blue Moose as he dives into the waters of analysis and research with his first paper - Marketing From The Cloud – How Digital Marketers Are Using Software As A Service. It’s a subject I’ve been thinking about, as I continue to research the Engagement Tier and it’s constituent components.
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Taking the W out of CMS?
June 24th, 2010 - 10:46 pm § in The Engagement Tier | | 8 Comments
Next in my occasional series where I refer to a different to letter to the one in a TLA (after discussing the R in ECM) - I wondering if it's time we took the W out of CMS and thought about management and delivery as separate disciplines. I am not the first to think like this, obviously, but it's something I wanted to explore in this blog.
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Things I Learned at Gilbane San Francisco
May 28th, 2010 - 3:14 pm § in Observations | | 2 Comments
Last week was my first Gilbane conference as a Gilbane analyst, having in previous years only served variously as vendor booth bunny, guest speaker or panellist and it was great to focus on meeting folks, listening to some great sessions and participating as a moderator and speaker. Two and a half packed days, that stretched long into the evening felt like a week and my new resolve to keep my blog posts short, could be tested - but I'm going to stick to a couple of key things... honest.
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About Me
Hi, I'm Ian Truscott, VP Products, North America - SDL Tridion - passionate about web content management and how we engage with folks on-line.
Yes, my work defines me - or does it? Read more about me here or get in touch.
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