zoomin presentation at ixiasoft user conference 2016
TRANSCRIPT
IXIASOFT CONFERENCESEPTEMBER, 2016
It’s All in The Delivery
IMPROVING CUSTOMER EXPERIENCE THROUGH BETTER ACCESS TO CONTENT
Concentrate on reaching customers where they are present. Engage them, communicate with them through the content they choose to interact with.
Touchpointsarethebuildingblocksofthecustomerexperience.
In The Past…
Companies competed on features, functionality and price. Today, companies compete increasingly on customer experience.
DIGITAL EXPERIENCE THROUGH CONTENT DELIVERY
Source: Forrester Research, Inc.
Pre-sale phase
Immediate post-sale
Long term loyal customer phase
The Content Workflow
Authoring Versioning Localization Workflow
ReviewConsistency Check Stylesheets Automation
Productivity Value
Customer Value
Improving CX via Content?
AnswerHelp them get things done as quickly as possible
EngageBut still have an incentive to stay with us afterwards
Answering & Engaging with Product Content Delivery
Search/SEO
Content updatesGamification
CollaborationPersonalization
Recommendations
Zoomin: Your Product Content Hub
CustomerCommunity
IoT AppDocumentationPortal
Knowledge Base
Call Center
Formal Product Content
DITA OT Plug-in
Other content silos
Zoomin: Your Product Content Hub
• Classification• Faceted & Full text-search• SEO enablement• Authentication• Entitlements• Personalization• Content recommendations• Content updates• Gamification• Usage analytics• Cross touchpoint enrichment
Zoomin: Product Content Hub
Formal Product Content
docs.com
DITA OT Plug-in Other content
silos
Call Center
Knowledge Base
Customer Community
Documentation Portal
IoTApp
THANK YOU!
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