Dave began his career as an early adopter of XML in print industry automation. Nowadays, as a Director of Production Innovation in the healthcare industry, he leads cross-functional teams focused on enhancing the customer experience. His work is at the confluence of content strategy, content operations, user experience, and automation. He is an MBA graduate from Yale School of Management and a PMP-certified leader.
Co-presented with: Lief Erickson
Customers needed help. But the answers they were looking for were buried in a rarely-used system. Instead of self-service, they had no choice but to rely on customer success engineers—driving up costs and bottle-necking on-boarding.
This case study shows how a smarter content approach is on track to reduce on-boarding time by 70%. By tagging content to specific roles, mapping it to the customer journey, and eliminating or fixing redundant efforts, we’ve built a system that actually works. If you’re looking to take the pressure off your support team while making things easier for customers, this session will show you how.
Many organizations face some version of the same problem: how to efficiently get new clients onto and using their platform or using their project. For revenue and profitability reasons, this needs to be accomplished with as quickly and as low-touch as possible. Our approach is producing results, and is general enough to be applicable and of interest to other organizations.
