Content Management Systems - a Key to Delivering on the Promise of Customer Experience Management

Jan 19, 2016

MIAMI, Jan. 20, 2016 -- DotCMS, makers of the popular Java open source content management and digital experience platform software today published a new research report by award winning technology consultancy Digital Clarity Group. The report, Content Management: Hub for Systems of Engagement, offers a fresh perspective in addressing technology challenges in the rapidly growing field of Customer Experience Management and marketing technology.

dotCMS CEM ResearchDigital marketing teams face a growing problem of integrating multiple siloed marketing technology systems. When it comes to developing and managing customer experiences across all these systems, the results, as the new research shows, have been lackluster. “The data from global surveys that we cite in the report shows clearly that efforts to improve customer experiences are stuck in neutral, if not actually going backwards,” said Tim Walters, the author of the report. “Despite the effort and investment, consumers are growing less, not more, satisfied.”

In the case of marketing technology, more is not necessarily better for building and managing dynamic customer experiences, the report suggests. Companies are spending considerable time and effort, and may be wasting a considerable amount of money, just trying to make all their marketing technologies work together and do so efficiently and productively. Underscoring the problem, the report notes that a majority of digital marketing teams don’t or can’t use all the software capabilities they have, creating “shelfware” or “underused” software. Furthermore, only a fraction say their marketing technology solution is integrated.

As companies face this challenge, they are seeking a unifying technology that can help bring the disparate systems and sources together. Plus they need to choose open and industry standard technologies that support agile development teams and the rapid creation of business value. With content marketing and content management at the core of most of today’s marketing strategies, the new research shows that it makes sense that content management systems (CMS) would become the hub for systems of engagement.

“Creating a more integrated, lower cost environment for delivering consistent and engaging customer experiences across devices channels and platforms is what we help digital marketing teams do,” states Tim Brigham, CEO of dotCMS. “We’re focused on delivering software that genuinely adds value and is designed to fit easily into the growing stack of marketing technology most companies have. Companies choose dotCMS as their content management hub because their marketing technologists and front-end developers are super productive with our open development environment plus, dotCMS is easier to integrate with 3rd party systems saving them time and effort.”

The complementary report is available here and on the Digital Clarity Group website.

About dotCMS

dotCMS is a content management system that helps global enterprises with multiple brands, subsidiaries, and franchises manage, optimize, and scale content across languages and channels.  Brands such as Dairy Queen, Newell, Firstmac, Telus, and Comcast have chosen dotCMS for its unique ability to manage thousands of sites and consolidate multiple CMSs onto a single, unified instance of dotCMS to streamline content management across teams while saving money on platform costs.

dotCMS’ universal approach to content management also means that companies have the choice to deliver content traditionally or headlessly. Headless developers can work within the front-end framework of choice while still providing marketers with visual editing tools so they can go to market with their business-critical content and decrease their dependency on technical teams.

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