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Gilbane Content and Digital Experience Conference 2015

When: December 1-3, 2015
Where: Boston, MA, USA.

Cathy McKnight, Connie Moore, Mary Laplante, and Jill Finger Gibson are speaking at Gilbane Content and Digital Experience Conference 2014 on December 2-4, in Boston, MA, USA.

Cathy McKnight Tue, Dec 1 1:00-4:00pm Foundations for the strategic selection of a Service Provider partner
Connie Moore Wed, Dec 2 4:00-5:00pm Holistic Customer Experiences Require Fundamental Change
Mary Laplante Thu, Dec 3 8:30-9:30am Global Experience Management: Analyst Views on Trends and Practices
Jill Finger Gibson Thu, Dec 3 2:00-3:20pm How to Integrate the Content and Commerce Experience

Foundations for the strategic selection of a Service Provider partner

Workshop. Speaker: Cathy McKnight.
Tuesday, December, 1: 1:00 p.m. – 4:00 p.m.

Cathy McKnightEvaluating and selecting technology and service partners is intimidating. And without proper guidance, it’s easy to take the wrong path. This workshop focuses on selection readiness. It is designed to point your organization in the right direction before you even start the journey to either a roadmap and/or new solutions for web content and experience management. You will learn how to create a plan of action for getting your organization ready for a successful selection program – one that results in real business benefits as the direct result of partnering with the right service provider to help you set your customer experience path, and implement the right solutions. We explore the fundamentals of selection preparation, covering four key areas of readiness:

  • Articulating the business case
  • Identifying the stakeholder landscape
  • Managing requirements gatherings
  • Developing realistic budgets

We provide a step-by-step overview of an efficient, results-driven selection program, and we show you how to build a messaging and communications plan that will help you shape internal conversations about it. With this approach, you can set expectations, educate reluctant stakeholders, and get your company thinking about change management, which is often an afterthought but shouldn’t be. The selection process is all about aligning business goals with the “best-fit” partner for your organization’s needs. And finding that fit is about way more than just ticking the boxes of a procurement process checklist. Armed with the outcomes of this workshop, you will be ready to move forward with confidence and find the right service provide to partner with on your customer experience journey.

Holistic Customer Experiences Require Fundamental Change

Speaker: Connie Moore.
Wednesday, December, 2: 4:00 p.m. – 5:00 p.m.

Connie MooreAs we say in this year’s conference description, “A modern customer experience must be holistic and seamless. Holistic in that customer communications be consistent within the company and across all touch points and channels, and seamless so that transitions between customer interactions are smooth and frictionless. This is a continuous process that requires an unprecedented amount of collaboration and integration between internal and external facing organizations and systems.” In this session two industry analysts look deeper into the fundamental changes required in the supply chain and internal business systems.

Global Experience Management: Analyst Views on Trends and Practices

Speaker: Mary Laplante.
Thursday, December, 3: 8:30 a.m. – 9:30 a.m.

Mary LaplanteThe journey from discovery to awareness to browsing to engagement to purchase must be supported by appropriate content at each step. Having that information available in the language of the visitor improves the customer experience by providing the right linguistic context for it.

No globally thinking business leader can argue with these statements. Yet many of their organizations still struggle to make the case for strategic approaches to multilingual content. How does content in the language of the customer really impact the top line? Who’s making progress, how, and why?

Two leading research and advisory firms focused on global customer experience join forces to answer these critical questions with data and facts, not just theory. Common Sense Advisory has demonstrated the importance of language in enriching the global customer experience in consumer and business buyer surveys. Don DePalma reviews findings through the customer experience lens, using Digital Clarity Group’s competency framework for customer experience management as the context. DePalma and Laplante present a facts-based view of current trends and practices and deliver important guidance to companies supporting the customer lifecycle for global markets.

How to Integrate the Content and Commerce Experience

Speaker: Jill Finger Gibson.
Thursday, December, 3: 2:00 p.m. – 3:20 p.m.

Jill Finger GibsonOf all the different functions and systems that need to be integrated to provide a clean consistent customer experience, content management systems and commerce systems are the most obvious. Unfortunately, successful examples of an integrated content/commerce experience are still too rare. This is largely due to organizational / ownership issues which caused content management systems and commerce systems and vendors to evolve independently. This in turn fed the organization silos creating a vicious cycle. Something has to give. Based on experience and case studies, this session examines what companies are doing to create a more unified content and commerce experience.

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