Giving Customers What They Want: Integrating Content into the Customer LifeCycle [Noz Urbina]
by Noz Urbina, Content Strategy Practice Lead, DITA, and XML consultant, trainer at Mekon Ltd on Oct 17, 2012
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Modern product development (especially in the software industry) is a faster-paced and more iterative process than ever before. In business-to-business and business-to-consumer markets, globalization ...
Modern product development (especially in the software industry) is a faster-paced and more iterative process than ever before. In business-to-business and business-to-consumer markets, globalization puts added pressures on innovation and the ability to give specific audiences the customer experience they are after.
Using both theory and case studies, this presentation will address ways of increasing the customer experience by:
Being the user advocate in product design for a more consistent, streamlined user experience.
Ensuring your content management process can handle the future of content delivery, embedded
User Assistance (eUA) and dynamic, multi-device, mobile-ready content experiences.
Using tech comm to bridge development, support and content by soliciting and actioning customer feedback.
Structuring for success in the face of diversifying, accelerating product development requirements with topic-based authoring, structure, metadata and content management.
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