A brain dump of how to assess a content strategy in a channel-oriented ecosystem.
Disclosure: I work at Informaat experience design (The Netherlands) ~ “Designing for omni-channel ecosystems not only deals with the interactive and visual elements of experiences, but also has a significant content dimension. In this post, the role, value and meaning of content in products, services and brand experiences are addressed. In this context, omni-channel content strategy is a mandatory precondition for excellent customer experiences and should be part of the customer experience excellence of organizations. For the purpose of analysis, we developed a maturity model with which we can assess the current state of omni-channel content strategies and for identifying steps towards excellent customer experiences in ecosystems with omni-channel services.”