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May 13-15: Driving Consistently Positive Customer Experience Is Now the Biggest Differentiator in the Marketplace

Connect-IT Conference Brings it all Together

By This email address is being protected from spambots. You need JavaScript enabled to view it. , CEO, Earley & Associates

It is now a bigger driver than cost savings for many organizations, as companies strive to capture every dollar of their customers’ wallets. Customers move quickly and fluidly between brands in the digital economy, whether business-to-business or business-to-consumer contexts. As a result, companies must do everything they can to understand the customer, quickly tailor their offerings to changing customer needs and offer a high quality, seamless customer experience across all channels and devices.

The landscape of tools and technologies that support customer interactions is getting more complex, and the noise in the marketplace is making it more challenging to identify the most cost-effective, shortest-time-to-value path forward. Digital marketing suites allow for integrated outbound communications programs and can harvest unstructured content like emails, tweets, website clickstream data, and customer feedback posts to derive customer insights and drive personalization.   Unstructured data, content, structured information, Big Data, customer analytics, search, and marketing integration present a dizzying array of new issues, capabilities and challenges.

To unlock customer insights, companies must listen to and understand the social media dialog. Customers discuss, review, recommend or pan products and services on every conceivable social media forum from Amazon to Zoopa.

There are hundreds of public forums where customers are having conversations in addition to all of the unstructured traditional Voice of the Customer sources of information. These include customer service calls, chat sessions, email surveys, feedback forms capturing on site satisfaction and other sources of customer opinion. Clickstreams and interactions on web sites can yield insights about customer behavior that can be leveraged by providing dynamic content and just in time offers. Every new method for interacting with customers throws off new data that needs to be interpreted and integrated into business planning and program development. We’re in the midst of disruptive change. Getting in front of this change and turning it into competitive advantage is challenging and full of risks.

In order to help leaders get in front of this change and turn these opportunities into competitive advantage, Earley & Associates has been asked to co-produce (with analyst firm Doculabs) a conference that brings together business and IT leadership to dialog about these issues. Connect IT Conference will get past hype to actionable ideas from real world executives. The focus will be on unpacking success stories to help Business AND IT Executives leverage content to get to new levels of operating performance.

We have selected executives from organizations that have been successful in applying emerging content technologies to drive measurable success. These are the senior level people who get it and are not afraid to dig into the level detail needed to understand how approaches can be operationalized. We have chosen these executives because they understand how get communicate the vision and get support from their colleagues and leadership. In nearly every instance of high impact, an executive was a champion deeply involved, and we believe we can learn from their insights.

If you have tried to get your organization to see the value in enterprise information architecture, content management, knowledge management, search as an application, customer analytics, enterprise taxonomy, master data management or any of the other messages that practitioners typically push out into the marketplace, this is the place to get your executives to learn from their peers.

I have personally vetted these presenters and the content is aligned with the best practices that we bring to organizations through our consulting practices. I know you will find this to be one of the best conferences you will attend in 2014.

The technology landscape is allowing for a more dynamic customer experience, bringing some great opportunities. The clock speed of organizations is, however, limiting their ability to react and respond. This is the time for leaders to learn from other leaders. The Connect IT Conference program is for C-level business and technology leaders. Earley & Associates has brought in the leaders in organizations who have successfully rallied for change, embraced core IA principles, and transformed their digital presence. I hope you will take this opportunity to learn from leaders and find your next point of differentiation with your customers.

Learn more about the Connect-IT Conference which is co-located with DOCUMENT Strategy Forum, May 13-15th at the Hyatt Regency, Greenwich, CT. Save up to $300 if you register by March 6th! Click Here to register or call toll-free 866.378.4991.

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