Adobe CEO Shantanu Narayen recently said – “People buy experiences, not products.” Almost every large company has recognized that it is in the customer experience business. Understanding the customer journey and brand interactions across channels and platforms and their impact on 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. It’s a complex system coming with a lot of challenges.
In this 20-minute presentation, Stefan Gentz, Senior Worldwide Technical Communication Evangelist at Adobe, will jump into the world of customer experience strategy and how to blend technical communication seamlessly into the digital experience world of today’s customers.