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Introduction

Creating personalized content for website visitors is no longer sufficient; enterprises must create experiences that can be delivered through any channel, to support the entire customer journey.

Highlights

  • Implementing the latest WEM solutions is vital to digital transformation.

Features and Benefits

  • Assesses new features of WEM that have emerged in the last two years.
  • Learn about the benefits of cloud for WEM.

Key questions answered

  • How can WEM support digital transformation?
  • Why is a modern WEM that goes beyond mobile-first important?

Table of contents

Summary

  • Catalyst
  • Ovum view
  • Key messages

Recommendations

  • Recommendations for enterprises
  • Recommendations for vendors

Implementing the latest WEM solutions is vital to digital transformation

  • WEM technologies have an important role to play in digital transformation
  • Social capabilities are an easy digital transformation win in WEM
  • Machine learning and AI provide additional insights

WEM architectures are evolving to support new ways of communicating with customers

  • Headless CMS allows content to be delivered through new and emerging channels
  • Integration is key in a headless architecture

Cloud is an important enabler of digital transformation and a quick win in WEM

  • Cloud should be considered as a deployment model when implementing WEM
  • Selecting SaaS or PaaS for cloud deployment may be dependent on the options offered by the preferred vendor
  • Data and content security are vital to the success of a cloud implementation

Consumers and employees demand more self-service capabilities

  • Customers want to do more themselves
  • Online forms are a valuable enabler of self-service and digital transformation

Appendix

  • Methodology
  • Further reading
  • Author