Best Practice Report

Don’t Waste Time: Tackle The Root Causes Of Content Findability, Relevance, And Quality Issues

A Content Inventory Health Analysis Reveals Valuable Insights Into Systemic Problems

February 2nd, 2023
With contributors:
Phyllis Davidson , Lisa Gately , Lisa Nakano , Pippin Evarts , Drew Zalucky


Revenue leaders who want to improve customer engagement and operational efficiency can no longer afford to ignore the state of their content. According to Forrester’s Priorities Survey, 2022, 71% of business and technology professionals say that improving customer experience is a high priority, but 65% report that customer content goes unused due to findability, relevance, and quality issues. Because these problems can have many root causes, organizations can waste years applying best practices like Band-Aids without making real progress. This report unpacks the root causes of content waste issues for leaders and provides a reference guide to help their teams conduct a diagnosis.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.