Can you be too engaging with your customer?

Near where I live in Connecticut there are two local wine stores, in both the staff are friendly, they are as knowledgeable about wine as I need them to be and they both recognize me when I come in. They sell pretty much the same selection of products that easily satisfy my wine preferences, there..

The Answer to Every Web Content Publishing Problem Is a Bicycle?

A couple of things have inspired this post, firstly Quora’s insistence that the answer to every CMS question is Drupal, (actually more correctly the communities answer to every question) and a chance encounter of a fellow simultaneously riding a bicycle, carrying a suitcase dicing with death in the Oxford traffic. Which kind of encapsulated a few..

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..

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..

Taking the W out of CMS?

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..

Things I Learned at Gilbane San Francisco

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..