2020: Omnichannel presentation

Designing a user-centric taxonomy for your omnichannel strategy

A well-designed taxonomy, or controlled vocabulary, is crucial for any organization seeking to reap the full benefits of an omnichannel approach to content creation, customization, and delivery. It is a living, evolving entity, that helps people find the content they are seeking, while intuitively driving them to discover new content and further their user journey beyond their original inquiry and intent. A user-centric taxonomy, when designed with an organization’s audiences in-mind, provides the framework through which automated systems can compile and present various content items into actionable messaging and content.

During this session, Mary Little and Megan Salerno will provide an overview of what a taxonomy is and how it boosts your omnichannel strategy. They dive into how to build an effective taxonomy that takes into account human behavior and the content it’s describing, sharing their personal experiences with designing and implementing taxonomies for some of the largest and most recognizable brands in the world. Presenting through the lens of Knowledge and Information Management, Mary and Megan will provide recent case studies that demonstrate how taxonomies can be leveraged for a variety of targeted user groups to enhance omnichannel content orchestration and personalization initiatives.


What you’ll learn

  • How to develop a user-centric business taxonomy that enables your organization to continuously improve its content creation, customization, and distribution
  • How to identify your key user groups, their needs, and interests, and what content will be most relevant to them
  • How to enhance and further user journeys through an effective taxonomy design, leveraging the experiences of Enterprise Knowledge
  • Best Practices for ensuring your taxonomy is scalable and evolves as you encounter changes in your users, organization, and industry
  • Already have a solid enterprise taxonomy? Learn how an ontology and knowledge graph can power your advanced semantic technology, including artificial intelligence, chatbots, machine learning, and natural language processing.