Insights, System Integration

No Silver Bullets in Digital Transformation, but APIs are the Silver Lining

API Management Kanban

With today’s distributed, cloud-based systems and rich applications, content and data integration is a must.  As organizations enable digitally-powered, multi-touchpoint customer experiences, APIs speed the integrations with back-end systems and decouple them from systems of engagement. In other words, they help you create immersive and engaging customer experiences that are fast, flexible and innovative.

Why Now?

Despite the continued investment by large platform vendors (ex. Oracle, IBM, Adobe) to rationalize their product portfolios, every enterprise will retain some number of legacy systems that provide content and data. And even though organizational siloes are the focus for many (myself included), we can only expect to integrate siloes, not break them down.  Not until the CEO steps in to define cross-department objectives and metrics that align teams will we see politics not undermine the vision of a single source of content and data truth.

So, best-of-breed technology ecosystems are likely to remain the reality for some time. Especially as the venture capital community continues to fund innovation in marketing technology driving early adopters to integrate dozens of distinct systems and tools, most of them cloud based.  Add Internet of Things and mobile and you have the perfect storm of integration.  APIs are then the saving grace of today’s customer experience-obsessed CMOs, ROI-focused CEOs and digital transformation-minded CIOs.

APIs are the silver lining in the world where there are no silver bullets.  APIs can enable rich customer experiences, accelerate innovation, streamline dev ops, build new revenue streams and lift product value.

But you won’t create long-term success without keeping the following points in mind:

Don’t Believe the Hype

Just because the marketing and sales team from some technology vendor tells you about their “robust” API, be suspicious and don’t assume it works as promised. One thing is certainly true, not all APIs are created equal. Some APIs expose only a portion of a systems content or data, limiting what you have access to. Make sure you ask question about uptime and performance metrics. Does their API use a CDN?

Think Small to Go Big

Atomize processes and capabilities within an overall microservices architecture.  The idea of architecting your solutions as a smaller group of individual interdependent services is becoming increasingly popular and rightfully so. But what happens when some of your services are slow either because they rely on 3rd parties or receive data from a slower legacy system. One advantage to properly architected microservices is the ability to easy scale horizontally. But, that does not help when your data source is the bottleneck. The use of a REST based API for each of your services end-points allows you to fully leverage an API engine.

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Content Engineering, Insights

Forrester Publishes Latest Wave for Digital Experience Platforms

digital experience kanban 2Just a couple weeks ago, Forrester released its much anticipated Wave for Digital Experience Platforms*.  The annual, detailed review of content and customer experience technologies draws both praise and criticism.  Those vendors that qualify to participate leave their fate in the hands of a scoring paradigm focused on both current offerings and strategy boiled down to two numbers plotted on an X and Y axis.

Critics claim that no important technology decision can be quantified without applying the lens of organizational context and maturity; and therefore the Wave is misleading.  Forrester agrees, to an extent, and suggests that the Wave be used by organizations to get a feel for the marketplace, that they utilize the detailed research data to customize rankings based on their unique needs and acknowledges that viable firms may exist that do not qualify for participation.

With this in mind, we took a moment to review any notable trends since the last Digital Experience Wave conducted in Q3, 2014**.  They are…

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News

Kanban to Cover Content & Commerce Integration at Gilbane 2015

Gilbane_Kanban_2015

The Gilbane Conference (December 1-3, 2015, Boston) on Content, Technology, and Customer Experience helps marketers, IT, and business managers integrate content strategies and computing technologies to produce superior customer experiences for all stakeholders.

As one of the premier and longest running content and experience management focused conferences in North America, it is chaired by founder Frank Gilbane, who is often cited as the godfather of content management.

This year’s event is focused on how to integrate content, data and software to support a superior multichannel digital customer experience.  Whether you are a seasoned pro or just getting started, join us to learn what your peers are doing and what the experts are recommending.

Kanban’s session, presented by Philip Wisniewski (see speaker spotlight), is scheduled for Thursday, December 3rd.  The presentation will review the best practices around the integration of content management and commerce systems to create a differentiated customer experience.  We’ll be covering this topic in coordination with Jill Finger Gibson, Principal Analyst of Digital Clarity Group.

Contact us if you would like to discuss your plans for content and commerce unification, or if you just want to chat over a cocktail.

We hope to see you there!

Experience Optimization, Insights

Retailers Are Seeing Big Impact From Personalization & Targeting. Are you?

Kanban personalization

On a Q4 2015 earnings call held on September 22nd, CEO Don Grimes had some exciting news. The luxury retailer, currently preparing to go public, sold $1.3 billion online in fiscal 2015, an increase of 13% year-over-year. Web sales accounted for 25.5% of the company’s 2015 sales of $5.095 billion, up from 23.9% a year earlier.

On the same day, Daniel Neukomm, the CEO of La Jolla Group—parent company to surf apparel retailer O’Neill Clothing Company—had his own exciting results to share in an interview with Internet Retailer. In the last two years, smartphone revenue has increased 111.15% and smartphone conversions increased 15.28%. This improvement is good because, according to Neukomm, about 50% of O’Neill’s traffic stems from smartphones.

But these two CEOs share far more than some exciting sales numbers and a little press coverage. Each man credits the same foundational web experience strategy for his success: Personalization.

What They Did

At Neiman Marcus, the focus was on the on-site customer experience. From a personalized editorial homepage that provides customers with relevant content in the homepage main image to personalized site search based on buying or browsing behavior, Neiman Marcus hoped to capture high-end fashion buyers by serving the brands they love in a variety of ways. They also launched the ability to customize and personalize merchandise on the website and added a variety of advanced search filters so people can customize their experience even further.

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Content Engineering, Insights

The Technology Behind Content-rich Customer Experience

 

Kanban Web Content Management

 

Customer experience is getting plenty of attention. And rightfully so. According to a 2015 report issued by Watermark Consulting, organizations that focus on customer experience generate a total return that is 35 points higher than the S&P Index. So what’s the catch?

There is a high bar to clear in order to establish the level of trust and experience required for a customer to enter into a brand relationship. Audiences expect highly personalized offers and information; continuity of experience across channels; and ease of use. That’s not easy for most companies. Doing it right requires talented marketing and IT resources, effective communication across the organization, a healthy supply of discipline and of course, the right tools to create and manage high quality content.

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