The modern workforce is under tremendous strain because of the COVID-19 pandemic. Often with tighter budgets, organizations still need to sustain revenue streams while balancing the need to provide exceptional customer experiences and high engagement for their employees. And while resource availability may be at an all-time low, the volume of support required across industries is at an all-time high.
As organizations look to ramp up support initiatives for customers and employees, documentation and content teams are facing an overwhelming demand to create and deliver contextually relevant support content faster. Adobe’s component content management system (CCMS) — XML Documentation for Adobe Experience Manager, is a mission-critical piece in the customer journey puzzle as it provides structured content management capabilities to author, manage and deliver relevant, personalized and consistent experiences for post-sale and support content. In an upcoming Forrester study*, 50 percent of respondents’ organizations said they experienced a risk of increased strain on their help desk or contact center workforce due to incorrect content or documentation. The study also found that 64 percent of respondents’ organizations found it challenging to meet the demands of content creation today.