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

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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,

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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

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