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Excavating Customer-facing Content Artifacts from within the Enterprise
Archeologists have a fascinating job. Their goal is to surface historical relics that help us learn something about culture and humanity.
To do this, they study the world in search of potential sites, prioritize them based on the value they might hold, and then set a course for the destination. On arrival, they methodically dig, clean, catalog, and ultimately present what they’ve found to an eager audience. And when they finish at one site, they go back to their list, find the next one, and go do it again.
If we imagine the evolving digital landscape as a museum for patrons to study and understand valuable concepts within the experiences they have subscribed, how an archeologist can play a role?
As organizations begin to build omni-channel technology to enable highly personalized engagements and improve self-service, the focus is often centered on the data that can be processed to present a meaningful opportunity to an opt-in customer. Whether through propensity models that can surface a recommended action or the financial data that can provide a customer account usage details, the objective is to engage the customer by presenting the most relevant and value-added opportunity at the right moment. And while the insights and actions rendered from enterprise data are…
