The Forrester Wave: Web Content Management for Online Customer Experience (CXM) is out and while no vendor has all the necessary components of a CXM platform, SDL and Adobe lead the pack, with Sitecore, OpenText, Autonomy and Ektron close behind.

Oracle may not be leading in customer experience, but it has announced that WebCenter is now its primary suite for CXM (and it will include the recently acquired FatWire WEM platform). Sitecore strengthened its CXM solution with its own App Center for cloud-based services. And OpenText made another acquisition, not CXM related, adding more case management capabilities via Global 360.

We started a series on publishing for tablets this week and asked if your customers are app happy. Mobile is also the focus of our poll this month, which asks Is Mobile a High Priority for Your Customer Experience Strategy?.

Finally, our focus on Web Engagement (WEM) and multi-channel marketing provided expert insights such as: looking at the holistic digital platform, adding social networks to the mix and managing the experience, not the content.

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