Omnichannel CX Roundtable - Part 1

The latest Content Order Roundtable explores the expanding landscape of omnichannel content. Hear participants describe a tangible map based on practical strategies and lessons learned from working with large enterprise publishers.

Core Discussion Topics

• Organizational change
• Working with new content channels
• Creating presentation-free content
• Collaboration with channel-specific teams
• Enable machine consumption of new and published content
• Practical usage and benefits of journey-mapping 
• “End-to-end” user journies vs “lifecycles"
• Identifying universal customer experiences – the "moments that matter"
• Intent taxonomies
• Governance and compliance
• Reducing customer resolution time
• Ensuring cross-channel consistency
• Personalization vs. individualization 

Watch the video preview

Participants

1. Alex Montuschi – Global Omnichannel Lead, Growth Marketing, Cisco
2. Cruce Saunders – Founder and Principal, [A]
3. Jonathan Foster – Principal Content Experiences Manager, Edge, Mobile, & Conversational UX, Microsoft
4. Jon Hanke – Enterprise Content Strategy Manager, U.S. Bank
5. Julie Lane – Digital Experience Executive, Financial Services Strategic Advisor, Next Mortgage
6. Noz Urbina – Founder, Urbina Consulting and Co-Founder OmnichannelX Conference