A Recipe for creating Consistent Customer Experience
In today’s connected world, organizations need to focus on a content strategy that brings different types of content, be it marketing content or product technical documentation, under one umbrella. A unified content offering will not only enable content re-use, but also present a consistent user experience and brand experience to the customers, pre-sales as well as post-sales. It will also make it easier for potential customers to make purchase decisions if they can access the product’s specs in an easy-to-search, easy-to-consume manner alongside the marketing material. It will improve user experience for existing customers as well if they can solve their problems on their own by accessing such information with ease.
One of the challenges, which inhibits a unified content strategy is putting content from different departments onto the same system. This requires difficult & time-consuming integrations between multiple systems. The XML Documentation Add-on for Adobe Experience Manager enables an end-to-end CCMS for DITA on a market-leading web content management platform. This enables marketing and technical content to co-reside with minimal effort and great user experience. Thus, organizations can spend more time creating their information architecture and less time struggling with gluing different systems together.
A big driver for unified content strategy will be the ability of marketing and technical content to leverage each other’s strengths. This will happen if one can mix marketing and technical content in the same page/document in an easy manner. The Add-on allows publishing DITA content to a block within an existing page. This will enable hybrid published outputs. Not only will this provide an easy way to transition from unstructured to structured content, it will also break the barriers which have long prevented the two content communities to inter-mingle and produce great customer experiences.
What can attendees expect to learn?
Juhee Garg discusses discuss how we can bring technical content and marketing content to co-reside and benefit from each other. It will showcase the hybrid publishing capabilities of the XML Documentation Add-on for Adobe Experience Manager, and how this can enable better customer experiences.
Meet the Presenter
Juhee Garg is a Product Manager at Adobe Systems, India, where she manages the XML Documentation Add-On for Adobe Experience Manager. She is responsible for product strategy & roadmap. She has 18 years of experience working in technology and product roles. Prior to joining Adobe, she co-founded OysterConnect.com, and held engineering roles in Cisco Systems & Cadence Design Systems. She holds a Bachelors in Technology degree from Indian Institute of Technology, Delhi.