A good content experience is critical to the customer experience and is a key differentiator for companies. Great content is measured by customer success—it solves real-word customer use cases. For the company, good content drives product and feature adoption, lowers customer attrition, and reduces the cost to serve through self-service support. As a content and product enablement executive with 20+ years of experience in the software technology industry, I have helped startups to large corporations grow and scale their content organizations. From training as a content creator at IBM, UK, independent consulting, through San Francisco Bay Area startups, to joining Salesforce, my journey has always been in content, product enablement, and leadership. At Salesforce we are on a journey to achieve these content goals—it’s not easy and it takes time, effort, and a great team!

Creating a content experience from the app and beyond

A good content experience is critical to the customer experience and is a key differentiator for companies. Great content is measured by customer success—it solves real-word customer use cases. For the company, good content drives product and feature adoption, lowers customer attrition, and reduces the cost to serve through self-service support. We must manage content as an asset—focus resources to create the most impactful content and measure, update, and curate that content. We must deliver diverse content types and integrate them into the customer experience. We must make content inclusive in tone, findable, and timely. We must strive to make content creation and publication as frictionless and agile as possible. At Salesforce we are on a journey to achieve these content goals—it’s not easy and it takes time, effort, and a great team!

In this session, attendees will learn:

• How can we deliver the highest value content for our customers?
• How do we know if it’s effective?
• What’s the relationship between our in-product experience and our content strategy?
• Not least, how do we do this at scale and in a rapid product development cycle? All good questions and not ones that we’ve fully solved, but I’d love to share my thoughts with you. I’d also love to hear others’ thoughts on these during the conference.