Patterns that Matter for Omnichannel Content Delivery

Content and Customer Experience Beyond Roles and Titles

06/09, 7:15 PM
Free on-demand presentation

Generating strong customer experiences takes teamwork. No one person or team can do it all. To that end, Cruce Saunders delivered a key presentation on “Patterns that matter for omnichannel: content and customer experience beyond roles and titles” at this year's OmnichannelX conference

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In this talk, Saunders examines real-life teams that are scaling CX, the patterns emerging in successful omnichannel programs, and the actionable steps for building these practices within your organization. See behind the digital publishing practices that help to scale live, consistent patterns and rhythms, upheld and managed through an integrated team effort. 

Awaken the latent benefits in content sets and customer experience teams by adopting five essential patterns for content. These patterns exist across roles and teams, but are often under-appreciated or overlooked completely, generating huge hidden costs.

Key takeaways:
  • See how companies drive business value with integrated content practices
  • Hear real-life lessons featuring 3 brand publishers managing content sets across several customer experiences
  • Discover the 5 key patterns underpinning successful omnichannel programs
  • See how omnichannel teams are structured and hear about the novel solutions they are taking to the problems many of us face daily
  • Gain a short-list of key internal projects to set you on your journey

More About OmnichannelX


OmnichannelX is an international online conference, for managers and cross-functional teams, where you can learn from global thought-leaders about their success stories or early failures, and the techniques they’ve used to make their omnichannel content orchestration and personalization initiatives work.

About Cruce Saunders

Cruce Saunders is the founder and principal at [A], the content intelligence service, and author of Content Engineering for a Multi-Channel World. Cruce and the [A] team work with content leaders driving change at the leading enterprise content publishers on Earth. Together with clients, they craft the next generation of the content supply chains and publishing architecture that powers intelligent customer experiences.

He regularly speaks on omnichannel customer experience, content intelligence, content models, AI, chatbots, personalization, content structure and semantic standards, and intelligence transformation. Cruce also hosts a podcast, Towards a Smarter World, where he connects with leaders impacting global intelligence.
Follow him on Twitter at @mrcruce.

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