The Forrester Wave™: Web Content Management For Online Customer Experience, Q3 2011

The Forrester Wave™: Web Content Management For Online Customer Experience, Q3 2011


The web content management (WCM) market is in transition. Functionality to enable publishing to
the Web — whether internally or externally — has become commodities. Yet now, the WCM market
is growing based on customer experience management (CXM) needs, including multichannel delivery,
content targeting, analytics, and integration with other CXM technologies. Forrester evaluated 10
WCM products across approximately 115 criteria and found that they have a lower level of maturity
when viewed against these capabilities. SDL and Adobe lead due to their rich functionality, strategy,
and enterprise track record. Strong Performers Sitecore, FatWire, OpenText, and Autonomy all provide
strong options. Contender Ektron has solid functionality, but needs to work on its enterprise-level track
record. Contender IBM lacks the broad set of capabilities others have in WCM, but has other CXM
software assets and a strategic integration road map. Contenders Microsoft and Oracle have less of a
CXM focus, but are legitimate alternatives for less interactive experiences.

15 Sep 2011
12 Sep 2011
18 Page(s)
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