This is not a manual. This is an experience. How to make Technical Content a successful part of the Customer Experience.
74% of business-to-business customers refer to post-sale documentation as part of their purchase decision making cycle. But few companies have managed to leverage their technical content professionally for marketing, sales, and support.
Understanding the customer journey and brand interactions across channels and platforms and their impact on the customer experience is crucial for creating a unified CX strategy. But too often, marketing and technical communication content silos and a cluttered IT landscape create disconnected content worlds in voice and tone, visual consistency, and unified accessibility.
In this presentation, Stefan Gentz, Senior Worldwide Technical Communication Evangelist at Adobe, will dive with you into the world of customer experience strategy and how to blend technical communication seamlessly into the digital experience world of today’s customers.
Meet the Presenter
Stefan Gentz is the Worldwide Evangelist for Technical Communication at Adobe, headquartered in San Jose, California, USA.
Stefan’s mission is to inspire enterprises and technical writers around the world and show how to create compelling technical communication content with Adobe Technical Communication tools.
He is also a certified Quality Management Professional (TÜV), ISO 9001 / EN 15038 auditor, ISO 31000 Risk Management expert and Six Sigma Champion.
As a sought-after keynote speaker and moderator at conferences around the world, he travels around the globe half of the year. Besides that, he has been the European Ambassador for the Globalization and Localization Association (GALA) for many years, a member of the tekom Conference Advisory Board for several years and is now a member of the tekom iiRDS working group for Intelligent Information and member of the OASIS DITA Adoption Committee.
In 2016, Stefan Gentz was awarded by MindTouch as one of the Top 25 Leading Content Strategist Influencer in the world and as one of the Top 25 Content Experience Influencer in the world in 2017.