Wow! That was fun.
Our first Information Development World conference was a huge success. The event attracted over 370 information developers from more than a dozen nations around the globe. It was an amazing amalgamation of knowledgeable and experienced content creators, content architects, content strategists, content engineers, content managers, translators, localizers, and publishers of all stripes. Our goal was to break down the silos that exist between disciplines. And, that's just what we did. Marketers, technical writers, training, and support pros all worked together to learn how to create exceptional customer experiences with content.
We're taking a short break, but we'll be back soon. Watch this space for links to slide decks, video interviews, recordings, and other content about the event. And, let us know what you thought about the event -- and what you think we should do as an encore.
What is Information Development World About?Information Development World is the first—and only—conference dedicated to helping organizations create exceptional customer experiences centered around content. Our goal is to bring together the brightest minds in the content arena—content strategists, technical communicators, content marketers, product managers, customer assistance specialists, translators, localizers, taxonomists, and user experience professionals—to demystify the methods, standards, tools and technologies needed to deliver exceptional omni-channel customer experiences.
Meet Information Developers From These Brands And More
Why Customer Experience?53% of customers surveyed say unclear communication ruins the customer experience. But, in companies where service excellence is king, there is evidence that customer-focused content helps drive increases in sales, customer loyalty, and profitability, while also reducing errors, rework, support and content development costs, and decreases an organizations' need to compete on price.
Gartner defines Customer Experience Management (CXM) as “the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty, and advocacy.” They highlight the importance of customer experience in large, multi-national organizations (especially technology companies) saying “business cases that improve process efficiency and business cases around customer experience dominate wish lists."
55% of organizations, in fact, say that they are currently focusing on ways to enhance customer satisfaction by providing consistent, unified omni-channel content experiences. It is a strategy that, according to Gartner, requires process change and many technologies to accomplish.
Despite this desire to provide exceedingly pleasing and consistent experiences across all customer touch points—marketing, sales, customer service, technical support, and training—most companies have no idea where to start. Obstacles to success include, but are not limited to:
- Poor governance
- Outdated tools and technologies
- Silos created by hierarchical organizational structures
- Inefficient, ineffective, and outdated content production processes
- A lack of knowledge and experience creating unified, customer-focused content strategies
Add to the mix the need for multilingual, omni-channel content delivery, localization, and the social revolution, and it’s easy to see where the problems lie.
What topics will be covered?Information Development World will feature workshops, presentations, case studies, demonstrations, and panel discussions on topics necessary for all content professionals to understand in order to create exception customer experiences, including:
- Content strategy
- Content engineering
- Content marketing
- Translation and Localization
- Digital publishing
- Structured content
- Technical communication
- Analytics and measurements
In addition, the conference will also include:
- Special vendor-sponsored pre-conference educational events
- A selection of pre-conference, half- and full-day workshops
- The University of California, Berkeley Innovation Forum, and
- The Darwin Information Typing Architecture (DITA) Summit