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
Kathleen Pierce, Principal Analyst
Kathleen Pierce Principal Analyst
With contributors:
Phyllis Davidson , Lisa Gately , Lisa Nakano , Pippin Evarts , Drew Zalucky

Summary

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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