Digital experience management (DXM) refers to the combination of strategies, technologies, and business processes to provide highly engaging and satisfying digital services to customers. Across industries, DXM increasingly holds the keys to competitive differentiation and customer retention. DXM has a particular urgency for the financial services sector with the entry of new digital native rivals. This article focuses on retail banks, insurers, credit card companies, and other business-to-consumer (B2C) financial services organizations.
Over the past 2 decades, traditional journalism organizations have seen their market share hammered by startup digital alternatives that use technologies, business models, and channels that were unimaginable in print's heyday. The loss in print ad revenue, the growing appetite for real-time mobile news, and the challenge of engaging an always-on, perpetually distracted audience have exerted significant pressure on the viability of legacy new organizations. But an increasing number of publishers see the wisdom of applying the same startup mindset used by the newcomers as the key to fighting back. Could thinking and acting similar to a startup be the key to ensuring publishing longevity?
By Nancy Davis Kho
Posted May 16, 2016
Rapt Media released a report questioning whether personalization in content creation is being approached in the right way. The Future of Content: Personalizing the Content Experience, suggests that marketers are relying too much on distribution technology and "push" marketing rather than leveraging emerging content creation technologies that could help them customize content at the point of creation.
By Lin Pophal
Posted May 13, 2016
We've been hearing a lot of new titles in and around the digital content space during the past few years: chief content officer, chief digital officer, and so on. We often hear these names associated with upstart brands, but in 2015, Andy Goldberg was named GE's first chief creative officer. "This position was created as the landscape of marketing continues to evolve," says Goldberg. "We, as a company, need to stay ahead and have new perspectives on how to lead our brand." So after serving as the creative director for GE-easily one of the most well-known brands in the country, if not the world-Goldberg made the leap to the C-level suite.
Thanks to an increased selection and availability of production tools, creating videos has never been easier. Both individuals and brands with even the most beginner-level skills can produce attractive, quality content with little more than a smartphone camera and some free editing software. But until recently, setting up a video subscription service to distribute that content to audiences was a different matter entirely.
By Bree Brouwer
- May 2016 Issue
Posted May 09, 2016
When you think about social media stars, you might think about teenagers on YouTube or the Kardashians on Instagram. But there is a whole other world out there of people who share their expertise and express their creativity through social channels and make a living from it. People such as Tati Westbrook. She's the makeup artist and stylist behind GlamLifeGuru, a YouTube channel with 1,167,897 subscribers (as of this writing), where she posts beauty product reviews, tutorials, hauls, and more.
My aim is always to help our readers understand how to evaluate tools within the context of their particular needs and goals. One of the ways we do that is through EContent's annual Trendsetting Products list. Each year, we turn to our inboxes, our coverage, and to our contributors to find out what products are helping content creators of all kinds stay on top of their game. I hope that you find these tools as interesting and as potentially helpful as I do!
May 2016 Issue
Posted May 02, 2016
While one of the most publicized instances was Amazon's Jeff Bezos purchasing The Washington Post, other prominent acquisitions have occurred in recent years: Boston Red Sox owner John W. Henry snatched up the Boston Globe; Wellesley businessman Aaron Kushner bought the Orange County Register and six other dailies; Facebook co-founder Chris Hughes acquired the New Republic; hotelier Doug Manchester pocketed the San Diego Union-Tribune; Warren Buffett lined his portfolio with dozens of local papers, such as the Roanoke Times and Press of Atlantic City; Minnesota Timberwolves owner Glen Taylor gobbled up the Star Tribune; Alice Rogoff, wife of billionaire David Rubenstein, land-ed the Anchorage Daily News (now Alaska Dispatch News); Las Vegas business titan Sheldon Adelson procured the Las Vegas Review-Journal; and Jack Ma bought the South China Morning Post.
Last year, the buy button hit big, with Facebook, Pinterest, and Instagram adopting more enticing ecommerce solutions in an effort to alter the consumer experience on social media and increase revenue opportunities. Since that time, a wider trend has unfolded, as demonstrated by major publishers like Vox Media, The Huffington Post, and Bonnier Corporation pursuing content monetization options: the maturation of shoppable content and the emergence of a universal shopping cart to make that content shoppable.
By Erik J. Martin
Posted Apr 20, 2016
Anyone with a stake in the Internet of Things (IoT) was likely gratified to see that the most-downloaded free app from the Apple App Store on Christmas Day 2015 was the sensor-laden fitness tracking device Fitbit. It was one more sign that the lumbering but potentially massive market for connected devices for consumers is gaining meaningful traction. That's not to say that every house on the block has a wearable, a connected car, or a smart lightbulb just yet. The IoT-defined as a state in which everyday objects are networked wirelessly and imbued with the ability to communicate without human intervention-is still clipping along at a markedly faster pace on the enterprise side.
Digital experience management (DXM) refers to the combination of strategy, technology, and processes to provide highly engaging and satisfying digital services to customers. In the private sector, DXM is seen as a competitive differentiator that results in high customer loyalty and higher revenues. In the government sector, the DXM goals are a bit different. The desired outcomes are better service delivery, increased efficiency, and greater inclusiveness.
In January, the global ad automation firm Kiosked released early insights from research that suggests that brands are pulling their programmatic and creative agency expertise inside. This is with an aim toward assuming more control of what's happening with this increasingly important element of their branding and marketing efforts.
By Lin Pophal
- April 2016 Issue
Posted Apr 11, 2016
They say content is king, but measuring the value of that content to your organization's bottom line can be problematic. Sure, it's easy to add up views, shares, and Likes, but deciphering how those numbers translate to dollars is far from simple. And yet, this valuation process-calculating the impact of your content and its ROI as well as linking content marketing efforts to business results-is crucial, say the experts, especially if you want to convert more users into paid customers.
If you're a fan of Serial, Making a Murderer, The Staircase, or any other media that delves into old cases to shed new light, you may want to check out the newest branded content offering from The Guardian. "How to Solve a Murder" looks into the case of Kari Lenander, who was murdered in 1980, via the lens of the LAPD detective who has been working the case nearly 15 years. The main difference between "How to Solve a Murder" and its fellow true crime sensations, is that it is branded content.
By Theresa Cramer
Posted Mar 31, 2016
Even if you missed the Time Magazine cover article last August, weren't able to attend CES 2016, or have overlooked the countless headlines, posts and tweets about it over the past several months, it's hard to ignore the facts: Virtual reality is a reality, and VR technology has captured the awe and imagination of consumers hungry for a disbelief-suspending computer-rendered simulation of the real and the fantastic. And the exciting prospect for digital publishers and electronic content providers both large and small? VR offers viable, affordable content possibilities beyond gaming and simulated thrill experiences, which is where a lot of the early tech investment dollars have been funneled. In fact, it's VR's capacity to seriously infiltrate into offbeat and unexpected niches that has a lot of industry experts paying closer attention.
By Erik J. Martin
Posted Mar 23, 2016
Want a happier reader? It's no secret that offering more personalized content can increase engagement. The good news is that effectively executed personalization can yield an enviable ROI. How much? McKinsey research reveals that personalization can deliver five to eight times the ROI on marketing spend and lift sales 10% or more. "Big Data, Analytics, and the Future of Marketing & Sales" suggests companies that place data-driven personalization at the core of marketing and sales decisions improve marketing ROI by 15% to 20%.
A large chunk of ad spending is already being done programmatically. eMarketer predicts programmatic will make up 67% of total digital display ad spending, or $21.55 billion, in 2016. That's up from 2015, when it accounted for 59% of spending, or $15.43 billion, according to the researchers. The figures include programmatic buying for banners, rich media, video, sponsorship, and additional ad units showing on desktops, tablets, mobile, and other internet-connected devices. Programmatic advertising is creeping into more forms of media too, including television and radio.
Today, many companies' digital efforts have transitioned from simple web publishing to more full-blown customer experience management (CXM), as they seek to take advantage of the web, as well as other channels (such as offline, print, and mobile), to conduct core commercial operations and grow their businesses. Digital experience management is the digital component of CXM. It is a cross-organization discipline and includes strategies and practices to acquire, nurture, and manage users throughout their journeys. Users are customers, employees, prospects, and other people who digitally interact with the firm.
The majority of enterprise-level companies have a content strategy. However, almost half aren't using buyer personas to generate demand, and about 50% don't design content to target buyers' pain points, a recent survey of B2B marketers found. "2015 Enterprise B2B Demand Generation Research Study," conducted by the demand-generation firm, ANNUITAS, focuses on companies in the B2B space with more than 2,000 employees and at least $250 million in revenue.
There is no shortage of content marketing experts these days, and there's no shortage of ideas on the best ways for companies to leverage their content to achieve desired results. The problem is that these ideas are often without context--not grounded in real-world examples that can help would-be content marketers get their arms around what content strategy is all about. Here, through a fictional example of a company that's interested in gaining clients and driving business through content marketing, we apply the advice of content marketing experts to demonstrate how it can be used in concrete ways.
By Lin Pophal
- March 2016 Issue
Posted Mar 02, 2016
The industry had recognized the importance of measuring how frequently an online ad has the opportunity to be seen, not just how often it's served. 3MS enlisted the help of the nonprofit Media Rating Council (MRC), which sets standards for measurement of media and conducts audits to verify compliance with them. Here are six things you need to know about viewability:
By Mindy Charski
Posted Feb 29, 2016
While the overarching goal of content analytics--to capture digital content and then apply business intelligence (BI) in order to glean actionable insights--has stayed relatively fixed in recent years, the continued proliferation in variety and volume of content means that both vendors and users of content analytics solutions must move at a brisk clip to even stay in place. In a 2015 industry survey called "Content Analytics: Automating Processes and Extracting Knowledge," conducted by AIIM (Association for Information and Image Management), the majority of the 238 respondents felt there was real business insight to be gained if they got content analytics right.
When the University of California-Berkeley's (UC-Berkeley) School of Information asked 43 industry professionals for their definition of "Big Data" in 2014, it received 43 different answers. Most answers touched on the "three V" parameters of Big Data popularized by Gartner, Inc.: high-volume, high-velocity, and high-variety information assets requiring advanced forms of information processing to fully unlock their potential.
Remember when the digital content industry was convinced that audiences would never pay for content as long as they could get it for free? Gloom and doom were common among publishers that found demand for their traditional content formats declining, as more and more people went online to find information. And, yes, some publishers have failed. Others, however, are thriving in this new environment.
After years of go-go growth, the ebook market has matured into a slower-growth industry. However, slower growth doesn't mean that substantive changes are occurring. "The days of triple-digit growth are probably behind us," says Tina Jordan, VP at the Association of American Publishers (AAP). "Ebooks have been launched and are here to stay. Growth trends are typically incremental, with sales generally driven by bestsellers in all formats."
Sure, posting trip photos, tweeting links, and networking with old co-workers is fun. But online citizens want to tap into the pulse of the world around them, belong to a community, and be recognized. "Social media has evolved into a personal online identity. Before, it was used to connect with friends and update your status," says Jesse Till, social media coordinator for Chatter Buzz Media. "Now, it defines a persona. It's a chance for a person to express and broadcast themselves to the world."
"Today's users seek online video content on the screen of their choice. They should be able to access the video anywhere and virtually anytime they desire," says Matt Smith, chief evangelist for Anvato. "The models may vary, but every screen is the new normal." The new normal also includes more "snackable content" in the form of shorter videos that cater to smaller consumer attention spans. To wit: Snapchat, which limits user videos to 10 seconds or less, now has 6 billion video views per day.
With several obvious trends standing out, determining the direction the digital marketing winds are blowing isn't exactly rocket science. But the work of actually marketing a product or service sure feels as if it is. Despite the light-speed pace of advancing technology, plotting the launch and trajectory of an emarketing missile targeted at consumers is increasingly complicated.
With the release of a series of algorithmic updates over the past few years, Google has upended the internet landscape and the world of website owners. Suddenly, website owners discovered that they could no longer drive traffic through the use of generic, bland, and repetitive content. Suddenly, quality content was king once again. Content mills--such as Demand Media--quickly gave way to sites such as Contently and content marketing firms willing to pay top prices for unique, high-quality content specifically created to address niche audience needs.
It's almost time for nachos, hot wings, commercials, and football. It's Super Bowl weekend, a good time for marketers to grab the attention of millions of Americans-even if you don't have $5 million for a 30-second ad. The sheer ubiquity of social media and, more and more, social video, make it possible for DIY marketers to get their fair share of Super Bowl attention.
By Theresa Cramer
Posted Feb 05, 2016
Apple is widely credited with introducing the smartphone, and there is no doubt that its iPhone took the world by storm in 2007. But IBM actually had the first smartphone--the Simon Personal Communicator--which was introduced in 1992. Unfortunately, it was just a tad expensive: $899 with a service contract. Because few are even aware of this precursor to Apple's successful launch of the iPhone, it's hardly relevant--except for the fact that Apple and IBM continue to duke it out for dominance in the smartphone (and tablet) space.
According to Gartner, Inc., web content management (WCM) software has outgrown being only a tool for creating web content. In addition to serving content, WCM vendors have set their sights on helping companies manage customer experiences and are delivering software to help them realize that ambition. This shift is due to the fact that consumers are harder to reach and more discerning, according to Mark Floisand, VP of product marketing for Sitecore.
A similar challenge faces publishers today seeking to convert existing readers/subscribers into multichannel users of both their digital and print products. For proof of this uphill climb, consider recent industry data: Approximately half of newspaper readers only consume the paper's print edition, per a Pew Research Center survey. Ask the experts and they'll tell you it's crucial for content providers to get their readers to use both print and digital editions, if possible.
By Erik J. Martin
Posted Jan 27, 2016
Short and sweet tweets have been a constant over the last decade - a cyberspace certainty as reliable as the sun rising every morning in the east. But ever since Twitter CEO Jack Dorsey hinted in early January at possibly expanding the 140-character limit on tweets over 71-fold--up to a whopping 10,000 characters--experts have been speculating on why, how and when this prospective social media game changer will happen and how it would affect digital publishers and marketers alike.
By Erik J. Martin
Posted Jan 18, 2016
Any publisher worth his cyber salt can pump out an app, but relying on a "build it and they will come" mobile mentality, without measuring key metrics and scrutinizing user data during and after the launch, is a significantly flawed strategy. To remain competitive and keep your app audience happy, analytics are the answer, say the experts.
By Erik J. Martin
Posted Jan 06, 2016
New Year's may have come and gone, but it's never too late to make resolutions, predictions, or even predictions about predictions for the coming year. Case in point: Even though it's been a few weeks since Hotwire PR released its annual Communications Trends Report-which forecasts significant trends for marketers in 2016--many industry professionals are still digesting the published prognostications and determining which will develop into viable trends.
By Erik J. Martin
Posted Jan 04, 2016
If the world of digital publishing were a hockey game--with the content providers on one team and consumers on the other--the outcome of tomorrow's matchup would be all but certain: The latter would trounce the former in a lopsided shutout. That's because consumers have the ultimate goalie in the net: ad-blocking technology, which prevents digital advertising such as banners and display ads from appearing on device screens.
By Erik J. Martin
Posted Dec 23, 2015
What content do employees want to share on social media? And why do they think that it's valuable to share this information there? Surprisingly, no one has ever thought to ask non-C-level employees their thoughts on sharing content-until now. Trapit, a company that enables social media content sharing by employees, commissioned what it calls the first survey of rank-and-file employees about their thoughts on sharing company information on social media.
By Robert Springer
Posted Dec 16, 2015
The EContent team suggests some sites, projects, and resources ?that, while outside the scope of the EContent 100 list, are worth a closer look.
December 2015 Issue
Posted Dec 04, 2015
The EContent 100 list of companies that matter most in the digital content industry is now in its 15th year. We added new judges and new categories. As a result, there are many new companies on the list. Among other changes this year, we thought it was important to recognize digital marketing technologies in their own category.
December 2015 Issue
Posted Dec 01, 2015
An introduction to the EContent 100 judging team, and the list's categories.
December 2015 Issue
Posted Dec 01, 2015
You may have recently noticed a podcast renaissance of sorts. The success of Serial woke many brands, marketers, journalists, and more up to the power of the podcast. As a result, podcasts are popping up in almost every facet of business with renewed purpose, and targeting new audiences.
By Lin Pophal
Posted Nov 30, 2015
No one has a crystal ball for looking into the future of content. How will people be viewing your content a year or 10 years from now? Will it be on a smartwatch or maybe as a hologram? The hologram example may be taking things a bit too far, but the point is that, as a content creator, you never know how your content will be used in years to come. If you want it to have staying power, you need to think about future-proofing.
A report released last month by Marchex, a mobile advertising analytics company, and Digiday, found 56% of respondents consider mobile advertising measurement and attribution "very challenging" or "challenging" as opposed to scale (39%) or transparency (37%). All marketing verticals-agencies, publishers, and brands-agreed on this notion, showing unanimous concern about the challenges inherent in attribution. There are a few issues at work here, but there is also hope.
By Daniel Casciato
Posted Nov 20, 2015
Ask any e-marketer and they'll likely tell you it is high time deck the web's walls with scores of sales, coupons, promotions, and special offers to entice holiday shoppers. But will the deals you have in mind match what consumers are seeking? What's the best way to get shoppers' attention online? And how do you know when the timing is exactly right to launch a particular campaign or promo? Experts say these are crucial questions to address in the days leading up to Black Friday and Cyber Monday.
By Erik J. Martin
Posted Nov 18, 2015
In the good old days, web content management (WCM) technology primarily served to deliver content to a website-hence the name. At best, "multichannel" referred to the ability to deliver content to more than one type of website (e.g., an intranet and a public-facing website) or, the ability to repurpose experiences using a simplified template to make it palatable on mobile devices. Multichannel means a lot more now.
Today, any company worth its salt is stepping in front of the lens and clicking the Record button. When it comes to marketing in 2015, video is the undisputed king among consumers. Case in point: More than 70% of marketers say video generates conversions better than any other type of content, per survey data, sponsored by Vidyard, in Demand Metric's August 2014 report, "Video Content Marketing: Identifying Metrics & Measuring Impact." But with increasingly shorter audience attention spans, many content providers are veering away from extended play clips and relying more on short-form videos to build a customer base and push brands, products, and services.
The Content Marketing Institute's (CMI) 2015 reports on B2B and B2C (business-to-consumer) content marketing trends reveal some important disconnects among demand, effectiveness, and satisfaction with results. For instance, while 86% of B2B respondents indicate that they are using content marketing, only 38% say that their efforts are effective. While 83% say they have a content marketing strategy, only 35% have a documented strategy.
Proven sales pitches and promotional tactics that register with Baby Boomers and Gen Xers can bomb when directed toward 18-34 year olds. That's because, whether it's due to intrinsic fickleness, innate skepticism, or vexing demographic complexity, Millennials can be downright difficult to market to. But if you can speak their language and attract their eyeballs, you stand a better chance of engaging this increasingly populous and powerful consumer segment.