Intelligent Content as the foundation of Customer Experiences

Hear insights into how intelligent content transforms the future of customer experience (CX). In “The Next-Generation of Intelligent Customer Experiences,” see how disconnected content leads to disconnected experiences. The path to intelligence involves more collaboration and orchestration than ever before. Fluid interaction between content, processes, and customer-spawned data is now mandated for any enterprise to thrive in this new CX environment.

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Customer experience will never be the same. Are we ready to take off into a new orbit of opportunity? Or, are we patching holes in a sinking ship? The path to intelligence involves more collaboration and orchestration than ever before, and teams need a North-star by which to steer.

Intelligent customer experiences (ICX) combine Content Intelligence and CX technology to create the next generation of personalized relationships between organizations and their customers. We must orchestrate content on an entirely new level in order to deliver integrated experiences across various native content sets at scale. Today, we can assemble experiences across a full customer lifecycle by engineering the convergence of multiple content sets into one integrated supply chain.

Join Cruce Saunders to explore the next generation of customer experiences, grasp the hurdles on our path to content intelligence, and learn how to start navigating the ever-expanding ecosystem that supports intelligence. 

Key Takeaways

• Learn what defines intelligent customer experiences (ICX) and chart exactly where enterprise teams need to steer, based on innovative, real-world examples.
• Review the convergence of content sets across Techcomm, Marcomm, and other knowledge-centric functions, and discover how to empower them to work together.
• Discover how CX technology and Content Intelligence intersect to assemble dynamic, real-time customer experiences.

Other DITAWORLD Keynotes

Other featured keynote presentations include:

• Opening Welcome Note
  By Michael Fritz, Managing Director at tekom, tcworld, and iiRDS Consortium
• Put Your Customers First!
  For a content strategy to scale across an enterprise, it cannot be bound by silo walls or internal divisions. A technology strategy that supports a customer-centric process must include standards for information sharing and reuse across silos and organizational boundaries.
  By Michael Priestley, Senior Technical Staff Member at IBM
• From Marketing Digitalization to Fluid Experiences
  Explore the latest trends in how people are interacting with content and brands. Hear about the new possibilities for delivering experiences that customers value.
  By Loni Stark, Senior Director, Strategy & Product Marketing at Adobe
• Changing the World Through Digital Experiences
  Vivek will talk about how Adobe is changing the world through digital experiences and why corporations need to be able to author, manage, review, translate, and publish intelligent information on one unified platform, how this empowers them to create great customer experiences.
  By Vivek Kumar, Director of Products at Adobe
• Eels, Seals, and All the Client Feels
  As professional technical communicators, we know how to analyze user needs and create clear, usable documentation that truly helps people succeed with a product. However, what happens when the client asks us to do something that isn’t good for the user? Or requests something that seems to make no sense? How can we balance user and client needs?
  By Leah Guren, owner of Cow TC