Forrester Wave: Digital Experience, The New King Of Web Content Management

David Aponovich

Not long ago, digital marketers lived by the rule “Content is king!”

Today, what matters is what you do with that content and your digital channels. In 2013, digital experience (DX) is king, so it’s imperative that you deliver interactions that are personal, contextual, and multichannel. We’re talking websites, mobile, social, email, and kiosks — with Google Glass and more coming soon.

Firms need the right technology in place so IT and marketing pros can deliver on this big vision if they intend to differentiate via digital.  But let’s be frank: This is a complex challenge, and many companies are a long way from solving it.

There’s good news if you’re trying to crack this nut, however. Our newly published report, “The Forrester Wave™: Web Content Management For Digital Customer Experience, Q2 2013,” shows that the current crop of web content management solutions is laser-focused on supporting the DX mandate.

Our report provides IT, business, and marketing pros a deep look at 10 providers of web content management (WCM) solutions — Adobe Systems, Acquia, Ektron, HP Autonomy, IBM, Microsoft, OpenText, Oracle, SDL, and Sitecore. We analyzed solutions across 100 criteria, reviewed extensive product demos, and spoke with dozens of WCM vendor customers. We heard the good, the bad, and the ugly of WCM use in the field. And, for the first time, Forrester’s WCM Wave looks at an open source platform (Drupal), through the lens of Acquia, a for-profit company that supports Drupal.

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Royal Bank Of Canada, Citi, & Wells Fargo Top Forrester’s Digital Sales Rankings In 2012

Peter Wannemacher

Every year, Forrester employs its Website Benchmark (WSB) methodology to evaluate the effectiveness of North American banks’ digital sales efforts. This year, our evaluation has yielded two reports: 2012 Canadian Bank Digital Sales Rankings and 2012 US Bank Digital Sales Rankings. Here are some of the highlights:

  • Royal Bank of Canada (RBC) leads all of North America.RBC again took the top spot in the 2012 Canadian Bank Digital Sales Rankings, scoring 77 out of a possible 100. It continues to tweak and improve an already good design; the bank started a major redesign in 2009. RBC continues to excel in areas big and small: For example, the firm presents fulfillment options in an easy-to-read format (see screenshot below). In 2012, Royal Bank of Canada improved its navigation, content, and online application functionality, and its score for 2012 reflects that improvement.
  • Citi and Wells Fargo top the US banks.Citi and Wells Fargo topped Forrester’s 2012 US Bank Digital Sales Rankings by delivering on multiple levels. Both banks combine good usability with exceptional account-opening processes. For example, Wells Fargo uses presentation best practices to make its checking account fees clear to customers and prospects (see screenshot below).
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