CONTENT SERVICES GOVERNANCE-FIRST CONTENT IN CUSTOMER-FACING PROCESSES Sandy Kemsley – Kemsley Design June 2021GOVERNANCE-FIRST CONTENT IN CUSTOMER-FACING PROCESSES CONTENT SERVICES Gaining control over end-to-end customer-facing processes is an essential part of modernization initiatives that seek to improve customer satisfaction and operational performance. Although simple customer-facing processes can be completely driven by structured data, more complex processes can include a variety of unstructured content provided by the customer or third parties, or created internally. This content may be documents such as application forms, letters and contracts; or multimedia such as photographs and video. Process automation typically provides control over what specific tasks and struc

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